Service Centre Operative (Out of Hours/Weekends)

Job title: Service Centre Operative (Out of Hours/Weekends)

Department: Service Centre, Operations

Location: Remote

Contract Type: Permanent

Hours of Work: An average of 39 hours per week worked over 7 days across a 9-week continuous rotating shift pattern consisting of nights, weekends, and bank holidays.

Salary: £26,750.00 - £34,240.00 per annum (+ £5,000.00 per annum shift allowance)

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

The Service Centre Operative is the first point of contact for inbound communication into Clearsprings Ready Homes. They will respond to communication, record details of any correspondence and update 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

• Manage inbound communication, taking the appropriate action to resolve issues/queries
• Update the timely update of relevant systems, including CCMS and I.A. Trans, to ensure effective record-keeping and real-time data
• Answering telephone calls, emails, and enquiries from internal or external stakeholders
• Action any task that is considered to be reasonable
• Support the business in reaching its ‘right first time’ goals
• 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 CBP
• Ensure internal audit and compliance criteria are met and all activities conform to agreed systems, policies, and procedures
• Effective and efficient planning and dispatch of transport to support the movement of Service Users and meet the Key Performance Objectives, considering the most economic form of travel
• Effective and efficient planning 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
• Facilitating clear and concise liaison between the Home Office, CRH and individual regions
• Ensure that the Key Performance Objectives are met in regard to SU movement and reporting
• Uploading daily journeys for payment
• Investigating and resolving Home Office complaints, via operational teams; responding within KPI timeframes and ensuring that complaints re logged and tracked accordingly
• 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
• Contact landlords and contractors to arrange emergency repairs within the set category timescales (out of hours)
• Log incidents and safeguarding matters and escalate to the appropriate authority within the timescales included in the contract; and as per process maps
• Complete a handover detailing activities and incidents that have occurred on 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.