At a Glance
- Tasks: Manage call monitoring, compliance, and improve service quality for our care team.
- Company: Join Cera, a tech-driven company transforming home care in the UK.
- Benefits: Enjoy competitive salary, training, and career development opportunities.
- Other info: Be part of a dynamic team dedicated to empowering professional carers.
- Why this job: Make a real difference in people's lives while working with innovative technology.
- Qualifications: Strong organisational skills and a passion for improving care services.
The predicted salary is between 36000 - 44000 £ per year.
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 anoverview 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.
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.
Great Career development opportunities with a fast-growing Company.
Hardworking team looking to utilise Technology to improve Home Care in the UK.
Competitive salary.
You’ll have access to
- Training and development for your role and future Career with Cera
- We Carediscount platform and Employee Assistance Programme
- Care Friends referralscheme
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.
Service Support Officer in London employer: Cera Care
Cera Care Ltd is an exceptional employer that prioritises the growth and well-being of its employees, offering comprehensive training and development opportunities to enhance your career in the care sector. With a supportive work culture that values teamwork and flexibility, you will be part of a dynamic start-up environment where your contributions directly impact the lives of those we serve. Enjoy a range of benefits including a generous holiday entitlement, employee discounts, and a commitment to funding your qualifications, all while working towards our vision of empowering individuals to live their best lives at home.
StudySmarter Expert Advice🤫
We think this is how you could land Service Support Officer in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cera Care. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cera Care before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Support Officer in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cera Care:Your cover letter is your chance to shine! Tell us why you want to work at Cera Care specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cera Care!
How to prepare for a job interview at Cera Care
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
