About ELCAS
East London Care and Support (ELCAS) is a private domiciliary care provider based in the London Borough of Newham. Established in 2009, ELCAS delivers high-quality, person-centred care and support to adults and children with a wide range of needs. We are registered with the Care Quality Commission (CQC), rated Good in all domains, and comply with all Fundamental Standards. We are also registered with OFSTED to support children aged 5 to 18 years.
Purpose of the Role
The Operational Administrator plays a key role in supporting the smooth and efficient running of the Operations Department. Working closely with Care Coordinators and Operational Managers, the post holder will manage administrative tasks, maintain accurate records, respond to calls and emails, update systems, and support the delivery of safe and effective care services.
The role requires excellent communication, organisational and IT skills, together with the ability to work under pressure, meet deadlines, and manage multiple priorities. The post holder will proactively support Care Coordinators by maintaining records, updating logs, preparing correspondence, tracking actions, and ensuring outcomes are recorded accurately.
The role also involves identifying opportunities for improving office efficiency, supporting operational projects, and contributing to a positive and productive working environment.
Reporting To
Operational Manager
Staff Management
This role has no direct line management responsibilities.
Key Skills
Excellent organisational skills and attention to detail.
Ability to multitask and work effectively under pressure.
Strong verbal and written communication skills.
Empathetic and professional approach.
Ability to make informed decisions and escalate concerns where appropriate.
Good IT skills and ability to learn new systems.
Ability to support colleagues with systems, records, and administration.
Proactive, flexible, and solution-focused.
Ability to improve processes and increase operational efficiency.
Key Responsibilities
Provide administrative support to the Operations Team.
Manage incoming calls, emails, and enquiries.
Update client and team records accurately on relevant systems.
Create logs, notes, and communications following contact from clients, carers, and professionals.
Assist with Birdie Care administration, including call reconciliation for payroll and invoicing.
Ensure records are accurate, complete, and up to date.
Draft professional correspondence and emails.
Support Care Coordinators with administrative tasks and paperwork.
Assist with diary management, appointments, meetings, and record keeping.
Monitor actions and ensure outcomes are completed.
Follow up with staff when information or documentation is missing.
Identify and resolve issues where appropriate.
Contribute ideas and solutions during team meetings.
Work independently using initiative and sound judgement.
Deliver excellent customer service while maintaining confidentiality.
Undertake required training and professional development.
Provide out-of-hours support when required.
Promote Equality, Diversity and Inclusion.
Champion ELCAS's Positive Workplace Culture.
General Duties
Maintain confidentiality at all times.
Ensure compliance with GDPR and Data Protection requirements.
Support office administration and operational cover.
Prepare reports and management information when required.
Maintain accurate, factual, and non-judgemental records.
Attend and participate in team meetings.
Represent ELCAS professionally at internal and external events.
Record and report incidents, concerns, and safeguarding matters appropriately.
Maintain knowledge of safeguarding, care legislation, and CQC requirements.
Report concerns to the Operational Manager and Registered Manager.
Identify personal learning and development needs.
Additional Information
This job description is not exhaustive, and additional duties may be required to meet business needs. Responsibilities may be amended as necessary. All duties must be performed in a manner that promotes equality, dignity, respect, and professionalism, in line with ELCAS policies and values.
Contact Details:
East London Care and Support Limited Careers Recruitment Team
