Service Centre Co-ordinator - Days (Ref:CRH377)

Job Overview

Job title: Service Centre Coordinator x2

Department: Service Centre

Reporting to: Service Centre Manager

Location: Remote working

Contract type: Permanent

Hours of work: 40 hours per week, Monday- Friday rotating shift pattern - 7am - 3:30pm and 11am - 7:30pm

Salary: £30,285.00 per annum

Purpose of the role

Purpose of the Role:

The Service Centre Coordinator 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.

Key Relationships:

Internal CRH Departments, Home Office, Migrant Help, Landlords, Contractors, Home Office Police Forces.

Scope and Decision Making:

Works within a small team, reporting directly to SC Managers and operating within established procedures and delegated authority. Decisions are made within the scope of the role, with any complex issues or matters requiring further authority escalated to SC Managers. This role has no direct budgetary or people management responsibility, with the day-to-day duties undertaken within agreed procedures and under SC Managers direction.

Duties and Responsibilities

• Update the timely update of relevant systems, including CCMS, I.A. Trans and CBP 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 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
• Maintaining records of transport, public and private
• 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

Core Responsibilities:

Transport Coordination and Management

• Coordinate Service Users and internal transport movements, ensuring efficient, cost-effective delivery in line with operational requirements.

Communication and Stakeholder Liaison

• Manage telephone calls, emails and enquiries from internal departments, external stakeholders and service providers, ensuring timely responses, effective communication and appropriate escalation of issues.

Systems Management and Record Keeping

• Maintain accurate and up-to-date systems, databases, spreadsheets and operational records, including transport logs, RFAs, defects, relocations, large scale moves, bedspace availability.

Incident Escalation and Safeguarding

• Record and escalate incidents, safeguarding concerns and operational issues to the appropriate department within agreed contractual timescales and in accordance with established procedures.

Compliance and Service Delivery

• Ensure all activities comply with company policies, procedures, contractual requirements and audit standards, supporting effective service delivery and the achievement of operational targets.

Operational Support and Continuity

• Support the running of operations through effective task management, co-ordination with relevant departments and regions, arranging emergency repairs where required, relocating where applicable and completion of accurate shift handovers to maintain service continuity.

Procedures:

• Follow and apply all relevant operational procedures, policies and systems required for the role.
• Maintain accurate records and ensure documentation is compliant and up to date.

Connect and Collaborate:

• Build and maintain effective working relationships with colleagues, stakeholders and partners.
• Work collaboratively across the team and departments to achieve shared objectives and maintain consistent operational standards.
• Communicate clearly and professionally, ensuring relevant information, updates and changes are shared with the appropriate individuals in a timely manner.
• Positive contributions, sharing ideas, raising concerns and supporting agreed actions.

Responsive:

• Deliver a timely, customer-focused service, adapting to changing priorities and demands.
• Take ownership of issues and see them through to resolution, escalating where appropriate.
• Respond promptly and professionally to requests, queries and emerging issues, ensuring appropriate action is taken.

Talented:

• Apply role specific knowledge, skills and experience to deliver and maintain operational outputs.
• Seek opportunities to develop skills and enhance knowledge, continuously improving personal and team performance.
• Share knowledge and experience, supporting team development and promoting best practice.
• Demonstrate effective verbal and written communication skills, conveying information clearly, confidently and professionally to colleagues, managers and stakeholders.
• Complete all mandatory training required and within specified timescales, remaining current and competent at all times.

Trusted:

• Communicate openly and honestly, building positive working relationships with colleagues and stakeholders.
• Demonstrate reliability and consistency, ensuring tasks are completed accurately and in line with policies and procedures.

Agile and Diverse

• Respond positively and proactively to change, adapting working practices to meet evolving operational demands and organisational priorities.
• Demonstrate flexibility and resilience when managing changing workloads, priorities and unexpected challenges.
• Promote equality, diversity and inclusion, ensuring all colleagues and stakeholders are treated fairly, respectfully and professionally.
• Recognise and respect individual needs, cultural differences and diverse perspectives, fostering an inclusive working environment.
• Embrace new processes, systems and ways of working, supporting colleagues through change and encouraging a positive approach to improvement.
• Remain open to feedback and constructive challenge, using these to improve personal performance and team effectiveness.

Professional

• Demonstrate professional standards, behaviours and communication at all times, maintaining a consistent and respectful approach.
• Represent the organisation positively when engaging with internal and external stakeholders, promoting confidence in the service and maintaining professional relationships.
• Take responsibility for own actions, demonstrating accountability, reliability and integrity in all aspects of the role.
• Maintain confidentiality and exercise discretion when handling sensitive information, adhering to data protection requirements and organisational policies.

Safeguarding, Compliance and Conduct:

• Comply with all company policies, procedures, professional standards and contractual requirements relevant to the role.
• Promote safeguarding, confidentiality, data protection, health and safety, equality, diversity and inclusion in all areas of work.
• Complete mandatory training and maintain any required vetting, checks, licences or professional registrations.
• Act professionally and respectfully when working with colleagues, residents, service users, partners and stakeholders

Person Specification

The person specification must be directly linked to the duties of the role. Criteria should be objective, measurable and assessable through application, interview or selection activity.

Essential Criteria:

• Essential criteria must reflect the minimum requirements for the role. Candidates must be able to demonstrate the minimum knowledge, skills, experience, behaviours and requirements needed to perform the role effectively.

Knowledge and Experience:

• Experience in administrative, operational or coordination role, managing competing priorities, handling enquiries and liaising effectively with internal and external stakeholders.
• Experience maintaining accurate records, databases, operational systems, monitoring service delivery targets and recording, managing and escalating incidents, complaints and faults, in accordance with organisational policies, procedures and within agreed timescales.
• Experience handling high volume of inbound communications, including telephone calls, emails and enquiries from internal and external stakeholders.
• Knowledge of GDPR, data protection and confidentiality requirements, with the ability to handle sensitive information appropriately and ensure compliance with organisational policies, procedure and regulatory requirements.
• IT literate, with the ability to confidently use Microsoft Office applications, databases, spreadsheets and other relevant IT systems to maintain accurate records, manage information and support effective service delivery.

Skills and Abilities:

• Ability to communicate clearly and professionally with a range of stakeholders.
• Ability to organise and prioritise work, meet deadlines and respond to changing priorities.
• Ability to use relevant IT systems and maintain accurate records.
• Ability to work within a shift-based environment.

Qualifications and Requirements:

• Educated to GCSE level or equivalent.
• Demonstrate a willingness to undertake and successfully complete all mandatory training relevant to the role.
• Ability to work within organisational policies, procedures, confidentiality requirements and data protection standards.
• Demonstrate a commitment to safeguarding, equality, diversity and inclusion.

Desirable Criteria:

• Previous experience in an administrative or service centre role, preferably within a transport or 24/7 operational environment.
• IT skills and experience using specialist databases to coordinate and monitor service delivery.
• Experience contributing to internal audits, performance reporting and KPI monitoring.

Knowledge and Experience:

• Previous experience in customer focused roles.
• Experience using specialist platforms relevant to service delivery.
• Previous experience with Service Users.
• Experience understanding contractual requirements and time sensitive tasks.

Skills and Abilities:

• IT skills, including Excel and data analysis reporting.
• Ability to identify opportunities to improve processes and operational efficiency.
• Ability to support the introduction of new systems and working practices.

Behaviours and Values:

• Demonstrates behaviours aligned to CRH values (as outlined in Duties and Responsibilities.
• Works collaboratively, takes accountability and delivers a high standard of service.
• Adapts positively to change and contributes to continuous improvement.
• Demonstrates an awareness of Safeguarding responsibilities.
• Maintains accurate records and understands the importance of confidentiality and data protection.

Qualifications and Development:

• Relevant qualifications or equivalent in business or operational administration that would add value.
• Experience sharing ideas and best practice to support wider organisational objectives.

Additional:

• Wider experience or knowledge that would support service improvement, innovation or collaboration.

Benefits

• 25 days annual leave plus national bank holidays
• Westfield Health Membership (offering cashback on health services plus discounts for retailers and gym memberships)
• Life Cover (2 x basic salary)
• 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 and CTC Clearance 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.

We reserve the right to close the advert early if there is a higher level of interest that expected.