Service Support Officer

Overview

Role: Service Support Officer

Reports to: Registered Manager

About Cera:

Cera's vision is to empower people to live their best lives in their own home through technology, professional care, and support. Joining Cera means contributing to making this vision a reality, promoting the dignity, respect, independence, and choice of Cera Care's service users.

Purpose of Role:

Manage electronic call monitoring, compliance, supervision, investigations, and continuous improvement with staff to ensure the highest quality service.

Responsibilities:

• Manage visit punctuality and durations in line with contractual obligations.
• Respond to system alerts regarding scheduled visit adherence.
• Reconcile visit information daily with contractual requirements.
• Investigate visit attendance issues, escalating top offenders to the Care Coordinator.
• Triage inbound alerts and complaints across Cera branch systems.
• Review incoming alerts and resolve or escalate queries based on company procedures.
• Ensure carer payroll queries are reconciled daily.
• Carry out initial investigations relating to service quality and safety.
• Support the Care Quality Lead in logging incidents.
• Ensure compliance with standard operating procedures and regulatory requirements.
• Create and lead improvement plans for high compliance.
• Signpost staff to policies and best practices.
• Work with the Registered Manager to achieve outstanding quality ratings.
• Assist with accurate data capture and reporting.
• Maintain records in accordance with legal requirements.
• Support the Registered Manager with reporting requirements.

This job description provides an overview of the role and is not exhaustive. A detailed RASCI document will be shared with you, outlining specific expectations.

Benefits:

• Great career development opportunities with a fast-growing company.
• Hardworking team focused on improving home care through technology.
• Competitive salary.

You'll have access to:

• Training and development for your role and future career.
• Cera Care Care discount platform and Employee Assistance Programme.
• Care Friends referral scheme.

What’s it like to be part of the Cera Team?

Cera Care's team comprises academics, innovators, and care experts, united by a vision to build a better future for care. You will join a purpose-driven company at the tipping point of transformation, making a real impact.

Cera Care champion diversity, inclusion, and well-being, fostering a workplace where individuality is valued and encouraged. Cera Care invite applications from candidates of diverse backgrounds.