Service Centre Coordinator (Ref:CRH094)

Job title:  Service Centre Coordinator

Department: Service Centre

Reporting to:  Service Centre Manager

Location: Remote

Contract type: Permanent

Hours of Work: 40 hours per week, Shift pattern:- 6.30am - 3pm/ 8.30am - 5pm/11am-7pm

Salary: £27,820.00 - £35,610.00 per annum

*Successful applicants will require Counter Terrorism Clearance (CTC)*

The Service Centre Coordinator is the first point of contact for inbound communication into Clearsprings Ready Homes. The Service Centre Coordinator responds to communication, records details of any correspondence and updates the relevant system, advising appropriately in relation to response times.

This role involves working to support Service Users and stakeholders and following procedures to meet Key Performance Objectives.

Procedures

•  Action inbound communication, in the form of the ticket system, phone calls and emails for Clearsprings Ready Homes, taking appropriate action to resolve issues and queries from our customers.
• Ensure that all daily transport demand is scheduled in advance and in collaboration with the Operational team staffing requirements.
• Deliver 100% of the transport requirement; collecting and moving Service Users in accordance with the schedule, including late notice and short notice demand that will require flexible resources within contractual arrangements.
• Update relevant systems in a timely manner to ensure effective record-keeping and real-time data.
• Ensure that all requests for information, assistance and complaints into the Service Centre are dealt with effectively.
• Answer telephone calls, emails, and enquiries from internal or external stakeholders.
• Action any task that is considered to be reasonable.
• Maintain and update all spreadsheets/systems to include but not limited to; inspections and defects reporting, SU fault defects, clean and clear reports, certifications, licensing database, incident reports, call logs, AIRE Provider incidents, complaints and the Home Office portal.
• Ensure internal audit and compliance criteria are met and all activities conform to agreed systems, policies, and procedures.
• Effectively and efficiently plan and dispatch transport to support the movement of Service Users and meet the Key Performance Objectives, considering the most economic form of travel
• Effectively and efficiently plan and dispatch of internal transport movements and if required via contractor
• Ensure all records are maintained in accordance with operational requirements.
• Enable smooth and compliant delivery of service through management of national transportation services.
• Facilitate clear and concise liaison between the Home Office, CRH and individual regions.
• Ensure that the Key Performance Indicators are met in regard to SU movement and reporting.
• Investigate and resolve Home Office complaints, via operational teams; responding within KPI timeframes and ensuring that complaints re logged and tracked accordingly.
• Report High Profile Notifications to the Home Office within the required timeframes.
• Report and record all incident reports submitted into the Service Centre.
• Log and record any requests from the Home Office or other key stakeholders and escalate to the appropriate authority and within the contracted timescales.
• Action Migrant Help call logs taking appropriate action to resolve issues or escalate to the appropriate parties.
• Record and escalate safeguarding concerns.
• Complete a handover detailing activities and incidents that have occurred during the shift.

 Connect and Collaborate

• Collaborate with others, attending meetings as required.
• Supporting team members and provide on-the-job training.
• Provide cover of the service when required (annual leave, sickness absence etc.)

 Responsive

• Provided timely responses.
• Keep up to date with all written and verbal communications (i.e., emails/messages/calls).
• Ensure all records are maintained and kept up to date according to company policies and procedures.

Talented

• Demonstrate strong phone and verbal communication skills along with active listening.
• Ability to work independently and self-motivate.
• Actively participate in problem solving initiatives.
• Ability to remain calm and make informed decisions.
• Undertake all core learning and development programmes as required.
• Undertake relevant learning according to agreed Personal Development Plan.

 Trusted

•  All employees are responsible for ensuring any personal data which Clearsprings Group holds and for which they are responsible, is kept securely and is not under any conditions disclosed to any third party unless that third party has been specifically authorised by Clearsprings Group to receive that information and has entered into a confidentiality agreement.

 Agile and Diverse

• Any other duties within the scope of responsibility and ability, as required, inclusive of providing similar support to any other company projects or departments.
• Flexible approach to deal with short notice changes to requirements.

Professional

• Demonstrate awareness and adherence to CRH Policies and Procedures at all times.
• Ability to gain CTC clearance as necessary.

• 25 days annual leave plus national bank holidays
• Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
• Enhanced family leave pay
• Life Cover (2 x basic salary)
• 6-month probation period
• Employer pension contribution (4% employer, 4% employee)
• Laptop/Phone/other equipment if required as part of job role
• Referral Scheme

Diversity Statement

Clearsprings Group is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Modern Slavery Statement

Clearsprings Groups conduct robust checks on any new employee including eligibility to work in the UK to safeguard against human trafficking or individuals being forced to work against their will.

Safeguarding Statement

Clearsprings Group is committed to Safeguarding and promoting the welfare of children, young people and adults at risk, and expect all employees to share this commitment.

All successful applicants will be required to undertake a satisfactory DBS check in line with their job role.

This role is not open to applications from those who will require sponsorship under the points-based system. Should you apply for this role and be found to require sponsorship, your application will be rejected, and any provisional offer withdrawn.