Home Instead Senior Care is a well-established, award-winning independent domiciliary care company whose mission is to consistently exceed their client’s expectations through the commitment of highly trained staff that are passionate about providing uncompromised care to people in their own homes. They offer a wide range of one-to-one services tailor-made to the needs of the individual client.
The Communication & Scheduling Support Officer is responsible for delivering exceptional communication throughout the business and supporting the staff co-ordinator to ensure we provide the highest quality support to Clients. The Communication & Scheduling Officer will be instrumental in ensuring we create extraordinary relationships right across our business. The role is person-facing, both internally and externally although a high level of both oral and written communication is essential. Core working hours are Monday- Friday 8.30am– 4.30pm, however, we work on a 6 day working schedule which incorporates on-call evening and occasional weekend as per a rota. You will need to be flexible in working hours to meet business needs. Previous care sector experience is ideal, but not essential, as full training and ongoing support will be provided.
Key duties include:
- Developing and maintaining relationships with both CAREGivers and Clients and their families, through timely and accurate communication.
- Planning and co-ordinating CAREGiver schedules, on a monthly, weekly and daily basis, and communicating schedules/changes to all relevant parties in a timely manner.
- Dealing with phone and email enquiries from CAREGivers, Clients and their families. This may include our referral network of key health and social care professionals.
- Monitoring CAREGiver Annual Leave and Sickness records. Liaising with Clients and their families, arranging introductions of new CAREGivers.
- Effectively communicating changes to Clients, CAREGivers & Families.
- Champion of our Introduction system as per our franchise standard.
- Coordinating Introduction and Communication Focus Groups and ensuring that actions are implemented and followed up.
- Support CAREGivers & Clients through technology changes within the business.
- Auditing the business processes and positively communicating and initiating change where needed.
- Participating in the ‘out of hours’ rota and 7 day working rota and providing up-to-date handover for out of hours cover.
The Person Essential Criteria
- Passionate about delivering high quality customer service in the care sector.
- Excellent organisational skills, able to plan, re-plan and plan again, juggling priorities and unplanned work and meeting deadlines in a very busy environment.
- Able to see the ‘big picture’ whilst possessing excellent attention to detail.
- Able to stay calm under pressure; not taking things personally.
- Proactive – Finding Solutions, able to suggest and implement operational improvements.
- Able to learn from mistakes.
- Able to work unsupervised and using own initiative, yet realising when to raise risks and issues and ask for help from others
- Able to work as a trusted team member under own initiative.
- Empathetic yet business-like in approach to Clients and CAREGivers.
- Excellent verbal communications skills, including excellent telephone manner, confident to initiate and participate in difficult conversations with CAREGivers and clients.
- Good written communication skills.
- IT literate – Able to implement, explain and train both CAREGivers and Clients with new technology introductions in to the business.
- Previous experience in the care industry.
- Experience of using databases
- Salary from £18,000 dependent on experience
- Free Healthcare scheme
- Company Pension scheme
- Training and continuous professional development opportunities
- Career development opportunities