Customer Service Administrator

Main Duties and Tasks:

Key Responsibilities and Accountabilities

Queries
• Deal with care assistant queries in relation to their work schedule.
• Deal with commissioner queries in relation to care assistant work schedules.
• Deal with client queries in relation to time of calls and who is attending calls.

Care Packages
• Accept new referrals from commissioner and private clients
• Accept amendments to packages, make relevant changes to MI system, update care assistants and advise community accordingly for completion and updating of care plans.

Cover
• Source and ensure cover is provided for all clients by preparing weekly rota’s and runs for care staff.
• Rota’s to be prepared and distributed no later than Thursday each week.
• Inform the client if their care assistant is late or there is a change to their usual care assistant.
• Ensure all calls are permanently filled.
• Source cover for care staff during sick and annual leave absences, monitor absences and report accordingly.
• Source cover for new referrals at commencement of package and/or commence recruitment

Wages
• Verify care staff wages by exception reporting and respond to wage queries within timeframes.
• Verify invoicing by exception reporting and respond to invoice queries within timeframes

Recruitment
• Identify recruitment needs and liaise with HR department weekly to ensure continual recruitment is in place to meet the needs of maintaining the current business and to allow growth from new referrals.
• Ensure annual leave, sick leave, maternity leave and leavers are taken into account when projecting recruitment.

Annual Leave
• Maintain annual leave data base and authorize and update database and MI system accordingly.

Training
• Ensure care staff attends mandatory and specialist training, calls are covered and training is input to MI system and therefore reflected on rota’s.

General
• Meet monthly with the Operations Manager to ensure Key Performance Indicators are met.
• Maintain clients information in accordance with the Data Protection Act
• Promote effective communication.
• Ensure all information of confidential nature is not divulged to third parties

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 NISCC standards.
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.
• The post requires the holder to have a clear disclosure check in accordance with the regulatory body Access NI.

You should note that under the Health and Safety at Work legislation you are required to take all reasonable steps while at your work to ensure your own health and safety and of those who may be affected by your acts and omissions at work. You are also required to co-operate fully with regard to the implementation of health and safety arrangements and you should not interfere with or misuse anything provided in the interests of Health and safety at work.

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.

• Previous experience in customer satisfaction, problem solving, motivating people and working to tight deadlines.
• Able to communicate effectively at all levels
• Team player
• Flexible approach to work according to the needs of the service
• Excellent literacy and numeracy skills
• Understanding of confidentiality
• Ability to maintain accurate and up to date records and care plans in accordance with company policies and procedures
• Excellent administrative and computer skills with specific knowledge of Word and Excel systems.
• Demonstrate motivation, reliability and commitment to team working and the development of others
• Flexible, reliable and responsive to change
• Ability to convey information that requires tact and persuasive skills and deal empathetically with distressed or anxious service users and care staff; including confrontational situations
• Ability to cope with competing priorities
• Ability to work on own initiative and without daily supervision
• Knowledge of tasks undertaken by care staff
• Fitness to do the job
• Satisfactory police clearance
• 2 work related references
• Right to work in UK
• Fluent in English