Weekend On-Call Assistant - Customer Care/Service, Call Logging
Overview of the role:
This position is primarily to provide back-up support to a team of out of hours on-call care staff. The key function of this role is the management of communications between service users and the on-call service for the 4 main areas – Chelmsford, Braintree, Sudbury and Uttlesford. This role is based at our head office in Sible Hedingham, Halstead, Essex at weekends only 7.00am to 2.30pm. The successful applicant would be working alternate weekends. The post holder will play a key role supporting the on-call staff and providing top quality customer care.
Weekend staff must record all calls received and actions taken on a spreadsheet. On Mondays, various managers receive the spreadsheet for their area and record that any actions required have been taken. This is for regulatory inspection purposes.
It is essential that the post holder has excellent computer skills and approaches their work in an organised manner, able to manage communications coherently and effectively. Being part of a small team, flexibility and team spirit is essential.
Ideally you will have experience of working in health or adult social care
You will have excellent IT skills, proficient in Outlook, Word and Excel. You will have the ability, with appropriate training, to understand and operate our coordinating software system – Care Planner
You will have excellent organisational skills and work well under pressure
You will be able to deal sensitively and effectively with calls to and from service users or their representatives, health and social care professionals and other organisations
This is an interesting and challenging position. You will be fielding calls at weekends from care staff and service users, some of whom may be stressed, upset or even angry - keeping calm at all times and treating all callers with the utmost respect and patience, helping to resolve their queries to the best of your ability. There is always support available from Senior Managers for those situations where you need advice or support.