Salary: £26,750 - £34,240 per annum (+ £5,000 per annum shift allowance)
Hours: 3 shifts per week (12/13 hour shifts), 3 week rolling shift pattern consisting of nights, weekends, and bank holidays.
Fully Remote
Role Purpose:
The Service Centre Operative is the first point of contact for inbound communication for our client. 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.
Duties and Responsibilities:
* 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
Benefits
* 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
Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.
To discuss this vacancy or other vacancies in your area please contact Amber Debens at 4 Recruitment Services