Customer Service Advisor

Job description

Role Title: Virtual Care Caller

Reporting to: Team Leader

Contract Length: Permanent Part time

Hours: 24 hours per week working from home

Shift/hours for Virtual Carer (please indicate which shift you can work/commit to):

Shift 1 24 hours per week, Wednesday to Saturday, 2pm - 8pm

Shift 2 24 hours per week, Wednesday to Saturday, 8am to 2pm

Shift 3 24 hours per week, Sunday, Monday Tuesday and Wednesday 2pm - 8pm

Shift 4 24 hours per week, Sunday, Monday, Tuesday and Wednesday 8am to 2pm

Location: Homebased

Alcove - Help us keep elderly and vulnerable people safer and better connected by using digital technology

Alcove (www.youralcove.com) is a market leader in assisted care assisted technology that is disrupting social care by embracing technology and using connected, smart technologies to keep elderly and vulnerable people safe and better connected whilst allowing them to remain independent in their home. Alcove is working to roll out digital support packages to support our most vulnerable resident adults.

Our video care phone provides vulnerable people with virtual care and support via video – and those with little or no technical ability, are able to connect with loved ones and caregivers. Many users have already told us that the videophones are having a positive impact on their life with users being able to connect with long lost friends who they haven't seen in years.

As part of this service to support vulnerable people, we are looking to recruit highly motivated individuals to join us as our Virtual Care Callers and play a key role in helping older and vulnerable people to live more independent lives.

What you will be doing:

Working a shift pattern four days out of seven per week (listed above), you’ll perform virtual care calls over a video call watching vulnerable people take their medication and also perform a brief welfare check with them to ensure they are okay.

You’ll be supporting people of all ages to maintain their health and wellbeing, including those people who are leaving hospital.

There are currently 14 calls to be made with more to be added as people are added to the services.

This will be a role that will need to be covered throughout the week including bank holidays on which you’ll be paid at double time so please ensure you can commit.

Essential Skills

· Excellent interpersonal skills – you can build rapport with people easily and are a good listener

· You are a strong team player, are flexible approach and have good communication skills

· Good level of general education to GCSE or similar (as a guide 4 GSCE’s A*-C)

· Able to work in a fast-paced environment

· Ability to prioritise and categorise based on information provided and using sound judgement

· Effective organisation and time management skills. Organised and diligent. Self-starter.

· Honesty, integrity and a good team player

· Empathetic and patient with customers

· Excellent verbal and written communication skills

· Detailed and focused individual with a can do attitude to work

· Willing to work independently or as a part of a team across a variety of different tasks often in a fast paced and unpredictable environment

· Solid background in both administration and customer service/care

· Understanding of tech/tech devices

· Good working knowledge of Microsoft Office applications; Word, Excel and PowerPoint

Desirable Education:

· Level 2 Introduction to Technology Enabled Care or equivalent

· Relevant additional qualifications e.g. administrative qualifications

· Health and Social Care qualifications

· Relevant additional qualifications e.g. Level 2/3 in Health and Social Care

· Telecare CPD Essential Experience

Helpful

· Experience (personal, paid or voluntary) of working with disabled adults and older people

· Knowledge of technology and a passion for it

· Knowledge and experience of working with Healthcare Professionals

· Experience of working with a range of partner organisations Experience within a community setting

· Experience of working in a challenging and emotional environment, dealing with clients/families that may be recently bereaved, be at end of life, have learning disabilities or needing equipment to help rehabilitate

Job Types: Part-time, Permanent
Part-time hours: 24 per week

Salary: £13,000.00 per year

Benefits:

• Flexitime
• Free or subsidised travel

Schedule:

• Day shift
• Flexitime
• Monday to Friday
• Weekend availability

Supplemental pay types:

• Performance bonus

Application question(s):

• Live in Colchester or surrounding area and able to attend local office for training day?
• Which shift are you able to commit to on an ongoing basis?

Work Location: One location