Telecare Support Officer

Telecare Support Officer
Hillingdon
£19/hr
Start date: ASAP
Hybrid role
Clean driving licence
Akton recruitment is looking for an experienced Telecare Support Officer in the Hillingdon area. 3 to 6 months contract Shift: Monday to Sunday Working hours: 36 hours per week
This role requires direct contact with service users, their next of kin, carers, other professional and agencies. Hillingdon provides a Telecare service to over 7000 residents. The service uses Telecare (pendants and other technology) to enable our elderly and vulnerable residents to live independently and at home for longer, preventing the need for more intensive care and support services as well as reducing hospital admissions, for example, due to falls. The Telecare Support Officers will be responsible for supporting clients in the migration of their analogue phone line to a digital connection, carrying out client reviews and survey over the phone and scheduling appointments for equipment replacement.
About You: We are seeking people who: Have an understanding and interest in Telecare technology. Experience of call handling platform, ideally Answerlink platform (Jontek) Enjoy working with people who are older or who have complex health needs Can demonstrate excellent written and verbal communication skills Experience of keeping detailed records and notes including databases Good organisational skills, be able to prioritise work and work under pressure
Job role
* Support Hillingdon call centre in the migration of analogue to digital TEC equipment
* Carrying out telephone surveys and responds to enquiries and follow through queries with appropriate course of action
* Prioritise and log all call activities (call reason and call action) and update the Telecare call handling system (Jontek answerlink)
* Contact service user / carers by telephone and carry out telephone surveys and reviews and book an appointment for an installer to visit the person at home.
* Ensure follow up are completed effectively and timely.
* Update adult social care IT systems accurately and in a timely manner.
* Work flexibly at times to ensure that changing priorities are met
* Be the lead Customer Services for all query pertaining to the digital upgrade of the telecare equipment.
* Work closely with Hillingdon call centre and the provider of the call response service
* Work in partnership and close liaison with other health, social care and voluntary sector partners as required.
* Attend meetings as and when required. Essential Criteria
* Good level of general education to GCSE or similar
* Experience in Telecare installation, assessment or call handling
* Demonstrable Knowledge and practice of good customer care skills - particularly over the telephone
* Experience (personal, paid or voluntary) of working with disabled adults and older people.
* Excellent interpersonal skills
* Good communication, listening skills on the telephone
* Ability to prioritise and categorise based on information provided and using sound judgement