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- Tasks: Manage electronic call monitoring and ensure high-quality service delivery.
- Company: Cera empowers individuals to live independently through technology and professional care.
- Benefits: Enjoy training, career development, and access to employee discounts and support programmes.
- Why this job: Join a purpose-driven team transforming home care with technology and making a real impact.
- Qualifications: No specific qualifications required; just a passion for improving care services.
- Other info: Diversity and inclusion are at our core; all backgrounds are encouraged to apply.
The predicted salary is between 28800 - 43200 £ per year.
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Service Support Officer (B183AD), Dorset
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Client:
Apex
Location:
Dorset, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
Job Views:
10
Posted:
01.08.2025
Expiry Date:
15.09.2025
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Job Description:
Role: Service Support Officer
Reports to: Registered Manager
About Cera:
Cera’s vision is to empower people to live their best lives, in their own home, through the use of technology, professional care and support. Joining Cera, you are contributing to making this vision a reality. The work you do promotes the dignity, respect, independence and choice of our service users, enabling you to make a real difference.We are changing the way people receive care by empowering our professional carers with insight and improved decision making. Our technology is enabling carers to do what they do best, care.
Purpose of Role
Manage electronic call monitoring and related compliance, supervision, investigations and continuous improvement with staff ensuring a safe service to the highest level of quality is provided.
Responsibilities
Manage visit punctuality and durations in line with contractual and designated care package obligations.
Respond to alerts on the system related to non-adherence with scheduled visit start / finish times or planned visit duration.
Reconcile visit information daily in line with contractual / regulatory requirements
Investigate visit attendance and duration issues, escalating top offending carers and poor behaviour root causes to the Care Coordinator.
Triage all inbound alerts, complaints and questions across Cera branch systems, email, phone and walk-ins.
Review incoming alerts and queries, resolve where possible or escalate to other team members based on company standard operating procedures.
Ensure carer payroll queries and alerts are reconciled daily.
Carry out initial investigations relating to the quality and safety of the service where appropriate and use findings to suggest improvements.
Support Care Quality Lead in logging of incident information in company’s internal systems (Jarvis).
Ensure branch and carer staff operate in accordance to company’s standard operating procedures and regulatory requirements.
Create and lead on improvement plans to ensure high compliance and a culture of learning and improvement is in place.
Signpost carer and branch staff to standard operating procedures, policies and best practices.
Work alongside the Registered Manager to achieve outstanding quality ratings during internal and external quality reviews.
Assist with accurate data capture and branch reporting.
Maintain full and accurate records and reporting systems in accordance with legal requirements to ensure the effective running of branch.
Support Registered Manager with daily, weekly and monthly reporting requirements as required
This job description is not intended to provide an exhaustive list of all the associated duties of the role of Service Support Officer and is intended to provide an overview of the role. We have developed an extensive RASCI – Responsibilities, Accountabilities, Support, Consulted and Informed which gives a lot more detail on the specifics of what you can expect and this will be shared with you by the Registered Manager. Your role is critical to the success of the overall performance of the branch.
- Great Career development opportunities with a fast-growing Company.
- Hardworking team looking to utilise Technology to improve Home Care in the UK.
You’ll have access to:
- Training and development for your role and future Career with Cera
- We Care discount platform and Employee Assistance Programme
What’s it like to be part of the Cera Team?
Our team is made up of academics, innovators, start-up accelerators and care experts, all connected by a vision to build a better future for care through the combination of best-in-class carers, empowered by technology.
You have the opportunity to join a purpose-driven company at the tipping point of transformation. You’ll play a key part in the evolution of Cera and make a real impact, now and in the future.
We champion diversity, inclusion and well-being to create a workplace where you value yourself and feel proud of who you are. We believe in a world where you have the freedom to explore and express yourself without judgement, no matter who you are or where you’re from. Where individuality is a source of confidence, because difference makes the world a better place. People from cultural or gender diverse backgrounds, women and people with disability are encouraged to apply.
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Service Support Officer (B183AD) employer: Apex
Contact Detail:
Apex Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Support Officer (B183AD)
✨Tip Number 1
Familiarise yourself with Cera's mission and values. Understanding their vision to empower people through technology and care will help you align your responses during interviews, showcasing your passion for the role.
✨Tip Number 2
Research the specific responsibilities of a Service Support Officer. Knowing the ins and outs of managing electronic call monitoring and compliance will allow you to speak confidently about how your skills can contribute to the team.
✨Tip Number 3
Network with current or former employees of Cera. Engaging with them on platforms like LinkedIn can provide you with insider knowledge about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 4
Prepare to discuss your experience with data management and compliance. Since the role involves maintaining accurate records and reporting systems, being ready to share relevant examples from your past work will demonstrate your suitability for the position.
We think you need these skills to ace Service Support Officer (B183AD)
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and expectations of a Service Support Officer. Highlight how your skills and experiences align with their needs.
Tailor Your CV: Customise your CV to reflect relevant experience in care management, compliance, and technology use. Emphasise any previous roles that involved monitoring, reporting, or improving service quality.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for improving care services and your understanding of Cera's mission. Mention specific examples of how you have contributed to similar goals in past roles.
Highlight Soft Skills: In your application, emphasise soft skills such as communication, problem-solving, and teamwork. These are crucial for managing alerts and working alongside various team members effectively.
How to prepare for a job interview at Apex
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Service Support Officer. Be prepared to discuss how your skills and experiences align with managing electronic call monitoring, compliance, and improving service quality.
✨Showcase Your Problem-Solving Skills
Since the role involves investigating issues related to visit attendance and duration, be ready to share examples from your past where you've successfully resolved similar problems. Highlight your analytical thinking and ability to escalate issues appropriately.
✨Familiarise Yourself with Cera's Vision
Cera is focused on empowering people through technology and professional care. Research their mission and values, and be prepared to discuss how you can contribute to this vision during your interview.
✨Prepare Questions
Have a few thoughtful questions ready to ask at the end of your interview. This shows your interest in the role and the company. You might ask about the team dynamics, training opportunities, or how success is measured in this position.
