Job Description

Company Overview

Caremark Ltd is a leading home care provider in the UK, dedicated to delivering exceptional home care, personal support, and companionship services. We pride ourselves on our award-winning staff and our commitment to making a positive impact in the lives of vulnerable individuals.

General information

The Information Technology (IT) Service Section forms part of the Management team and serves as a focal point to establish technology standards, while applying and supporting the use of computer technology to enhance staff productivity and improve the quality of Caremark output as a home care provider. Caremark operates using a digital platform and uses an online system called Access Care planning system. This system works closely with People Planner and are used to deliver care on day-to-day basis. People planner is used for rostering, invoicing, payroll and generating management report, recruitment and induction. Access Care planning is used for live care monitoring log in and log out times/locations, preparing care plans, risks assessments, reviews, employee's supervisions, appraisals, medication records, skin integrity records, nutrition and hydration records.

Job summary

Reporting to the Managing Director, the post-holder is responsible for providing an excellent level of support across the whole of business in Front (Care assistants, Clients & next of kin) and Back-office functions.The role will have oversight of IT Operations including Service Delivery, Application and Network infrastructure.Support the elderly clients on behalf of Caremark to assist with IT needs

Task description

Key Responsibilities:

1. Cybersecurity & Data Protection

Ensure all digital care planning systems (ACP / PP / Connect team) are protected with the latest firewalls, antivirus, encryption, and other security protocols.

Regularly assess and mitigate vulnerabilities in the IT infrastructure.

Monitor and maintain compliance with GDPR and CQC data security requirements.

Collaborate with service providers to ensure robust external protection is in place.

Conduct periodic penetration testing and risk assessments.

2. Data Management & Continuity Planning

Oversee safe storage of client and operational data using secure cloud services or internal servers.

Implement automated, regular backups with quick recovery options.

Develop, test, and maintain a robust contingency and disaster recovery plan for ransomware, hacking, or system outages.

Ensure 24/7 data accessibility with appropriate authentication systems.

3. Client & Family Support Services

Act as a helpdesk to support clients and next of kin in accessing care notes and plans.

Provide guidance and technical support on using devices (laptops, tablets) for accessing the PASS system and communicating with loved ones.

Arrange in-home visits when necessary to set up and troubleshoot systems.

Develop simple user guides and provide digital literacy training where appropriate.

4. Staff IT Support & Training

Offer technical support to Care Assistants for using mobile devices and accessing digital care planning tools.

Provide induction and ongoing training sessions for all new and existing staff on IT systems, focusing on ease of use and compliance.

Support field staff with real-time troubleshooting during work hours.

5. System Reporting & Quality Assurance

Generate and analyse system reports for management and quality audits.

Track care delivery logs, medication records, and scheduling metrics.

Provide insights and data summaries to support CQC inspections, internal audits, and strategic planning.

Identifies opportunities to simplify IT Service Desk operations through continuous improvement initiatives.

Provide occasional out of hours support.

Adheres to the GDPR guidelines and compliance.

Performs any other duties as may be required from time to time.

Mandatory Skills & Qualifications:

Degree or diploma in IT, Information Security, or related field (or equivalent experience).

Proven experience in IT support.

Excellent communication and people skills, especially when supporting elderly clients.

Ability to work independently and respond quickly during emergencies or outages.

Caremark has a very diverse client base and workforce. It is important that the candidate can speak at least one if not all of the following languages: Hindi, Urdu, and Punjabi, with some knowledge of Arabic.

Must also be well-versed in English.

Desired Skills & Qualifications:

Familiarity with care planning systems like PASS (Everylife Technologies), Staff Plan, and Access & People planner

Strong understanding of GDPR, Care Act 2015, and CQC digital compliance standards.

Experience Required

Functional:

At least 5 years' experience of managing a similarly sized team

3 years of appropriate experience supporting IT infrastructure and service delivery, preferably with a medium size organisation

Good understanding of Server & desktop hardware/ operating systems, networks, firewalls and load balancers, telecoms, etc.

A probing and analytical approach with the ability to pre-empt potential problems and identify inefficiencies

A very strong customer orientated approach with a delivery bias

Providing support to non-technical users.

Ability to prioritise and allocate resource/effort appropriately

Experience of working with 3rd party service providers

Proactive team player

Technical:

In depth knowledge of Microsoft Windows Server

In depth knowledge of Messaging (MS Exchange, Archiving, Unified Communications)

In depth knowledge of Networking technologies and concepts.

Good understanding of IT security and Data protection

Good understanding of Cloud and mobile technology

Proficient in MS SharePoint

Outcomes & Benefits:

Enhanced digital resilience and data protection.

Compliance with all legal and regulatory frameworks.

Better support for non-technical clients and their families.

Increased staff confidence in using digital tools.

Minimized downtime and service disruptions.

Competencies:

Respect for Diversity

Works effectively with people from all backgrounds.

Treats all people with dignity and respect. Treats men and women equally.

Shows respect and understanding of diverse points of view and demonstrates understanding in daily work and decision making.

Examine own biases and behaviours to avoid stereotypical responses and does not discriminate against any individual or group.

Challenges others to rectify biases in behaviour, systems & process

Communication

Ensures information is communicated to and from the top level and filtered through the appropriate channels

Communicates effectively with and gains understanding of all stakeholders

e.g. Clients, next of kin, service providers of ACP/PP , service users.

Planning & Analysis

Effectively assesses and advises on major programmes / activities at a divisional level

Ability to interpret incomplete and/or ambiguous information Effectively analyses and assesses new or uncertain critical situations to

Adapting and Innovating

Identifies opportunities to improve Caremark structures, processes and/ or outputs, and influences others towards those goals

Identifies with and considers service users perspective and directs initiatives aimed at improving the services provided to them

Adhering to Principles & Values

Sets example and embodies Caremark principles and values Demonstrably protects the reputation of the company

Interprets and implements our principles and values

Leadership & Development

Mentors a number of employees at a senior level

Recognises the talent , seeking to develop, support, and grow it

Directs the energy of the organisation towards a common goal

Provides an example to others by demonstrating moral courage in the face of challenging circumstances

Job Type: Full-time

Pay: 50,000.00-55,000.00 per year

Benefits:

Company events Company pension Employee discount Flexitime Referral programme
Flexible language requirement:

English not required
Schedule:

Monday to Friday
Ability to commute/relocate:

Egham TW20 9HN: reliably commute or plan to relocate before starting work (preferred)
Language:

Urdu, Arabic, Punjabi (preferred)
Work Location: In person

Reference ID: IT 001