Operational Support Coordinator

The Coordinator will be responsible for fielding calls from Care Staff, this service will operate for 365 days of the year during weekends and bank holidays.
The role will require coordination of the care delivery team to ensure provision of commissioned services to the people we support and be the first point of contact for day to day operational requirements of care team.

Core Duties

• Assisting in the management of incoming calls and ensuring all communication coming to the branch is captured/logged and passed to the correct person to deal with.
• Monitor and maintain the electronic call monitoring system with incoming and outgoing times.
• Complete and maintain monthly schedules for your support packages in line with deadlines. Ensure your support team have appropriate shifts allocated and any gaps in schedules are filled with an appropriate support worker as soon as possible.
• System maintenance related to schedules and support packages ensuring hours and shift patterns are always correct and any ended packages have been removed from the system
• Involvement in setting up of a new package/system set up
• Create Employee’s and maintain data base.
• Manage Annual Leave and the upkeep of the system to ensure that all AL is correctly documented.
• Participate in the on-call service on a rota basis and ensure accurate recording
• Fill gaps in rotas in emergency situations where you have the necessary skills, experience and appropriate training.
• Assisting in the management of monthly payroll process to ensure all support staff are paid for annual leave, training, hours worked, and mileage or expenses incurred, including overseeing and resolving any queries from staff.
• Comply with agreed SLA for create users and changes.

Additional Duties

The successful applicant will be a very organised, committed individual, capable of handling many varied calls whilst ensuring that all are progressed to their conclusion and all details and actions have been recorded.

This individual must have excellent verbal communication skills, plus the necessary determination to overcome obstacles and solve problems. Skills should include most of the below:

• Experience of using a Windows PC, including software such as Microsoft Outlook and Excel.
• Good problem-solving skills
• The ability to handle pressure
• Excellent verbal and written communication skills
• Be willing to accept responsibility
• Be a good team player
• Be able to work as part of a small team (as few as 2 people at the quietest times)

As a term of your employment, you may be required to undertake other duties appropriate to your post, and/or hours of work, as may reasonably be required of you, at your initial place of work or at any other of the company's locations.

This is a description of the job as it is at present. The company may from time to time review and update employees' job descriptions to ensure that they continue to relate to the job or to proposed changes to the job. The company aims to reach agreement on reasonable changes, but if this is not possible, the company reserves the right to insist on changes to your job description after consultation with you.

As a term of your employment you may be required to work Bank Holidays which may include Christmas Day, Boxing Day and Religious Holidays.