Service Support Officer

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Accurately input hours for Practitioners and bank workers into the rota system.

• Track sickness and annual leave, identify rota gaps, and coordinate cover with the management team.

• Audit invoices and communicate rota changes to payroll, including overtime and bank staff adjustments.

• Anticipate staffing risks and potential rota shortages.

• Build relationships with management, Practitioners, and bank workers to ensure coverage for sessions at short notice.

• Address rota inquiries and escalate issues to Finance, IT Support, or the People Team as necessary.

• Enhance rota systems and processes.

• Serve as the first point of contact for the public, Practitioners, and managers.

• Manage email and telephone inquiries, directing them to the appropriate departments.

• Gather data, analyze information, and generate reports.

• Assist Finance monthly to ensure the accuracy of payroll data.

• Onboard and offboard Practitioners using the Quinyx and XCP systems.

• Suggest improvements to enhance service quality.

• Contribute to strategic Service Delivery projects and initiatives.

• Monitor team and service performance, identifying trends for operational enhancements.

• Utilize data to guide service management and execute practice changes.

• Ensure adherence to legal requirements and internal policies, especially regarding safeguarding.

⛳️ Requirements

• Proven experience in supporting operational delivery and ensuring services and processes operate efficiently, effectively, and to a high standard.

• Experience in developing, implementing, and maintaining policies, procedures, and operational processes.

• Strong knowledge of service optimization.

• Experience in identifying, assessing, and managing operational risks while upholding quality controls.

• Excellent analytical skills, including data processing, trend identification, and the ability to produce clear, actionable reports.

• Proficiency in Google Workspace, especially Sheets, Docs, and Slides.

• Outstanding written and verbal communication abilities.

• Capacity to adapt to shifting priorities and evolving business needs.

• Collaborative mindset with the ability to foster positive working relationships.

• Commitment to continuous improvement.

• Familiarity with co-production principles.

• Strong problem-solving and practical decision-making capabilities.

• Self-motivated individual who can work independently with minimal supervision.

• Excellent organizational and time management skills.

• Ability to prioritize competing demands and meet deadlines.

🏝️ Benefits

• 28 days of annual leave, in addition to public holidays.

• Yearly professional training programs.

• Pension contributions.

• Annual performance-based bonus.

• AXA Health Insurance.

• Employee Assistance Programme (EAP), which includes 24/7 telephone mental health support and GP consultations.

• Life assurance up to four times the annual salary.

• Remote working options.

• Cycle to Work Scheme.

• Incapacity Income Protection.