Customer Care Administrator

4 days ago

Armagh, United Kingdom Connected Health Full time

**JOB TITLE**:Customer Care Administrator - Evenings & Weekends

**JOB PURPOSE**:Responsible for the effective and efficient management of all care staff rotas, ensuring business need is met in accordance with Homecare’s policies and procedures.

**Key Responsibilities and Accountabilities**

**Queries**
- Deal with all queries correctly and appropriately and ensure they are dealt with within the correct timeframe.
- Record all communications onto the Management Information System (MIS)

**Cover**
- Source and ensure cover is provided for all clients by preparing weekly rota’s and runs for care staff.
- Inform the client if their care assistant is late or there is a change to their usual care assistant.
- Source cover for care staff during sick and annual leave absences, monitor absences and report to HR accordingly.

**General**
- Maintain all clients’ information and care assistants’ information in accordance with HCIL standards, the Data Protection Act and regulatory bodies.
- Promote effective communication.
- Ensure all information of confidential nature is not divulged to third parties and is in line with HCIL confidential policy.

**Personal Development**
- Maintain professional knowledge and competence on both company policies and regulatory standards.
- Attend training courses and updates as deemed necessary and in accordance with regulatory bodies.

**Special Conditions**
- To carry out other duties and responsibilities commensurate with the post and the needs of the organisation in order to develop and maintain service delivery.
- Notify your line manager (or duty manager) by phone as soon as possible of your inability to report for duty and abide by the company policy on sickness and absence.

This job description indicates only the main duties and responsibilities of the post.It is not intended as an exhaustive list.Homecare reserves the right to amend this job description from time to time, according to business needs.Any changes will be confirmed in writing.

**Person Specification**

Education/ Training/ Qualifications
- Educated to GCSE standard

Previous experience in:

- Customer service
- A call centre environment
- Customer satisfaction, problem solving, motivating people and working to tight deadlines.

Skills & Competencies
- Ability to cope with competing priorities
- Ability to work on own initiative and without daily supervision
- Knowledge of tasks undertaken by care staff
- Excellent administrative and computer skills with specific knowledge of Word and Excel systems.
- Excellent literacy and numeracy skills
- Ability to maintain accurate and up to date records and care plans in accordance with company policies and procedures
- Fluent in English
- Able to communicate effectively at all levels
- Team player

Attributes
- Ability to convey information that requires tact and persuasive skills and deal empathetically with distressed or anxious clients and care staff; including confrontational situations
- Demonstrate motivation, reliability and commitment to team working and the development of others

**Desirable**
- Educated to A Level standard/ NVQ Level 3 in Administration or equivalent
- Experience in dealing with complaints; disciplinaries and appraisals

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