Service Support Officer

🔒 Confidential Employer
Posted 23 April 2026
LOCATION
Kingston
TYPE
Part-time
LEVEL
Entry-level
SALARY
£11,590 / year
CATEGORY
Healthcare
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Compliance Supervision Investigations Data Capture Reporting Payroll Quality Assurance

FULL DESCRIPTION

Service Support Officer

Kingston

£11,590.4 per annum

Role: Service Support Officer

Manage electronic call monitoring and related compliance, supervision, investigations and continuous improvement with staff ensuring a safe service to the highest level of quality is provided.

  • Manage visit punctuality and durations in line with contractual and designated care package obligations.
  • Respond to alerts on the system related to non-adherence with scheduled visit start / finish times or planned visit duration.
  • Reconcile visit information daily in line with contractual / regulatory requirements
  • Investigate visit attendance and duration issues, escalating top offending carers and poor behaviour root causes to the Care Coordinator.
  • Triage all inbound alerts, complaints and questions across [Employer hidden — view at passion-project.co.uk] branch systems, email, phone and walk-ins.
  • Review incoming alerts and queries, resolve where possible or escalate to other team members based on company standard operating procedures.
  • Ensure carer payroll queries and alerts are reconciled daily.
  • Carry out initial investigations relating to the quality and safety of the service where appropriate and use findings to suggest improvements.
  • Support Care Quality Lead in logging of incident information in company's internal systems (Jarvis).
  • Ensure branch and carer staff operate in accordance to company's standard operating procedures and regulatory requirements.
  • Create and lead on improvement plans to ensure high compliance and a culture of learning and improvement is in place.
  • Signpost carer and branch staff to standard operating procedures, policies and best practices.
  • Work alongside the Registered Manager to achieve outstanding quality ratings during internal and external quality reviews.
  • Assist with accurate data capture and branch reporting.
  • Maintain full and accurate records and reporting systems in accordance with legal requirements to ensure the effective running of branch.
  • Support Registered Manager with daily, weekly and monthly reporting requirements as required
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