Job Description

Job Purpose

Supporting vulnerable people in the community to remain independent and supported within their homes through:

Answering a wide range of calls, including enquiries, faults and complaints, taking payments.

Arranging the Installation and Maintenance of the telecare equipment.

Undertaking a range of general administrative tasks to support the running of the service

Occasionally, taking part in the call monitoring service answering calls promptly from clients, families and professionals in a courteous and professional manner and dealing with calls for assistance, reassurance and general requests.

Specific tasks

Telecare Administrator

Providing information about the service to prospective customers Arranging Installation and Faults for Telecare Installers Complete and update a range of information sheet Ensure platform and databases are updated Completion of telephone surveys Monitor Lone Workers alongside the team Liase with control room/Installers, Team Leaders and external partners General administration including updating rota, training logs
Operator for call centre:

To handle emergency and routine calls promptly and courteously, determining the level of urgency and action required in accordance with the set procedures. Provide reassurance to callers, dealing with their situation sensitively. Initiate appropriate action to maintain the caller's safety and resolve their situation promptly. To liaise with family, and agencies involved with the client to ensure they get the support they need.
General:

To liaise with families and other professionals in a courteous and professional manner. To keep line managers and colleagues up to date with any information about clients. To deal with any calls / visits from members of the public dealing with their query including receiving payment, returning equipment following the agreed procedures. To create and maintain client records and stock and update both manual and IT systems in a timely and accurate manner. To consider any safeguarding or mental capacity issues impacting upon the client you are working with, noting and reporting these to colleagues and line manager. To clean, programme, test and maintain telecare equipment including reporting faults. To promote the work of Carelink at events. To undertake any clerical or wider duties including light cleaning as required to maintain the service. To follow Carelink's policies and procedures and working procedure manual when carrying out your duties

Person Specification - Knowledge, Skills and Experience Required

Strong interpersonal skills dealing with a range of people - anxious customers, families, colleagues and professionals. Friendly, reassuring, calm and professional manner maintained when working under pressure. Work on own initiative whilst following agreed procedures. Responsive and able to prioritise workload. Accurate record keeping. Experience of IT systems including bespoke databases and MS Office.Competent literacy skills. Understand and work to equality and diversity standard When required - Flexible availability, willing to work outside main hours and available to attend training / meetings outside shift pattern as well as cover shifts to maintain the call centre service. Willingness to lone work and attend people's homes. Full driving licence and access to a vehicle Disclosure of criminal records applies - DBS
Job Types: Full-time, Fixed term contract
Contract length: 12 months

Pay: 12.93 per hour

Expected hours: 16 - 40 per week

Benefits:

On-site parking
Work Location: In person