About the role
You’ll support the coordination of the day-to-day delivery of our occupational therapy services, helping to keep things running smoothly for service users, colleagues and commissioning clients. The role focuses on organising schedules, maintaining accurate records, and supporting performance against KPIs, including preparing updates for internal and external meetings. You will act as a first point of contact for service delivery queries and help to resolve issues promptly and diplomatically.
Key responsibilities
- Maintain accurate client records, book rotas, schedule appointments and clinics, and liaise with assessors.
- Provide prompt, clear information to customers by phone and email, handling escalations sensitively and on time.
- Support colleagues, share responsibility for team workload, and contribute ideas for service improvements.
- Monitor and help achieve service KPIs, identifying areas for improvement and contributing to customer review meetings.
About you
Training will be provided on our processes and systems. The following will help you succeed:
- Strong organisation, accuracy and attention to detail; able to juggle tasks and meet deadlines.
- Clear, empathetic communication and a calm, diplomatic approach to challenging situations.
- Confident IT user, especially Excel, Word and databases. Experience with electronic records is a plus.
- Ability to quickly learn service criteria and processes; knowledge of Blue Badge and Concessionary Travel criteria
- A collaborative mindset, open to improving how we work and taking responsibility for outcomes.
Hours, working pattern and training
- Mostly remote from home. Initial training is office-based in Cambridge for the first three months, then working from home up to two days per week thereafter.
- Usual hours are Monday to Friday, 37.5 per week with working pattern to be agreed (usually 8am-4pm or 9am-5pm)
Benefits
- Employee Health Cash Plan and Group Life Assurance (on completion of probation)
- 22 days’ annual leave plus bank holidays
- 2 paid volunteering days per year
- Casual dress
- Company events and days out
- Training and development budget and personal development plan
- Flexible working with most roles available to work from home
Values and Behaviours
Access Independent expect all our staff to treat people with respect and dignity at all times. We expect new staff members to embrace this culture and to abide by our code of conduct, and all underlying legislation at all times. Our values reflect who we are and what we stand for as a company:
- Treat all people with respect and dignity, and to take personal accountability for our actions
- Provide services which have a meaningful and positive influence on society
- Maintain the utmost standards of quality in all our services and activities
- Respect people as individuals regardless of their gender, religion, culture, disability or age
- Work together as a supportive team to meet the needs of our customers and service users
- Respect peoples’ right to privacy and to have their data looked after in a responsible way
- Ensure we provide open and transparent services where all forms of feedback are welcomed
- Keep customer, service user and staff feedback at the heart of our services, integrated into all our processes and operations
- Be active in supporting individuals with any types of disabilities, physical or mental illnesses through our services and all business activities
- Consider the wider needs of individuals, their families, carers, the community and all other stakeholders in our actions and business activities.
Safeguarding
Safeguarding children, young people and adults at risk is everyone’s responsibility, and Access Independent is committed to ensuring that the children, young people and adults at risk who access our services feel safe, valued and respected.
We recognise our responsibility to implement recruitment processes that reflect our commitment to keeping children, young people and adults at risk safe from harm, ensuring that all staff are suitable to work within their designated role and receive training and supervision to equip them with the necessary skills to identify safeguarding concerns and respond to them appropriately.
Job Type: Full-time
Pay: £26,227.50 per year
Benefits:
- Casual dress
- Company events
- Sick pay
- Work from home
Work Location: Hybrid remote in Cambridge CB1 2SN
