Company Background
At People Places Lives (PPL) we are passionate about how digital solutions can increase choice and control for all. We work in partnership with health and social care organisations to deliver web-based solutions that make self-directed care & support easier for everyone.
Much more than just technology or software providers, we work in true partnership with our clients to help empower and enable people to be more independent, improve people’s overall wellbeing and help build more connected and resilient communities.
The majority of UK revenues originate from the social care and health sectors, specifically the provision of web-based ‘customer portal’ software solutions. These solutions enable citizens to look for information and advice, purchase products and services for the social care support needs and manage their personal budget. We currently work with over 50 local authorities and NHS organisations across the whole of the UK.
Main Purpose of the Role
People Places Lives currently has a Support Team located in its head office in Wigan. Due to recent growth, there is a need to recruit additional customer support administrators, to support our virtual wallet customers.
Our team of Service Support Officers will assist our operational teams in receiving and tracking outstanding customer paperwork to completion, query management and discussing new referrals with Social Workers. This role will be the first point of contact with our customers for any payroll and invoicing queries specifically.
You will also be required to contact our customers regularly and as required to provide and retrieve necessary information. Excellent customer service, diary and task management is key to ensure we are meeting KPIs. You will also be responsible for ensuring that all tasks, events and communications are recorded on time and accurately in our CRM system.
As this is a fast-growing operation, the successful candidates must be able to work independently and enjoy new challenges. The successful candidate will possess the ability and desire to grow and assume additional responsibilities as People Places Lives UK business grows.
Key Responsibilities
Person-Centred Support:
· Supporting a diverse caseload of vulnerable customers, providing advice, guidance and support on matters relating to Direct Payments, Independent Living Fund, Personal Budgets, Individual Budgets, Personal Health Budgets and any other relevant funding streams.
· Receive incoming calls/make outgoing enquiries from/to all users of our software systems, including Virtual Wallet, via phone, email or web chat. This can be from any stakeholder involved, including council staff, NHS staff and members of the public that use our solutions.
Query Management:
· Acting as the first point of contact for customer and professional queries, ensuring all enquiries are acknowledged promptly and responded to in a timely, accurate and professional manner.
· Triaging and managing incoming queries effectively — differentiating between information requests, guidance needs and complex support requirements — and escalating appropriately to team Manager where needed.
· Daily management of all customer/stakeholder communications through Contact Forms and generic inboxes.
· Daily review and action of escalation and insufficient invoice queries on Jot forms, resolving where possible and liaising with local ops teams where required.
· Maintaining and updating electronic customer records, ensuring these are stored in accordance with Data Protection and PPL data security and audit policies.
· Ensuring all information given in response to queries is clear, concise and in a format that meets the individual communication needs of the person being supported.
· Ensuring all information is factually correct and in accordance with PPL guidelines, current legislation and contractual requirements.
Relationships & Stakeholder Engagement:
· Responsibility to set up and maintain customer relationships for Payroll and Managed Account only individuals.
· Liaising with our Finance Team to ensure any ad hoc payments as well as regular payments are made on time.
· Building and maintaining purposeful business relationships with individuals from a range of diverse backgrounds, including customers, carers, Health & Social Care professionals and third sector organisations.
· Questioning and/or challenging care professionals and customers appropriately when boundaries become blurred or confused, supporting safe and effective service delivery.
Performance & Compliance:
· Supporting the Team Manager to ensure that targets are met, delivery compliance is achieved, risks are minimised and complaints and problems are resolved effectively.
· Maintaining 100% compliance with mandatory training requirements and completing actions as necessary.
· Actively supporting a culture of best practice and working with colleagues to ensure change is implemented quickly and efficiently.
· Undergoing training and development opportunities to aid business and organisational development, including identifying own development opportunities.
· Adhering to PPL policies and procedures, health and safety legislation and GDPR requirements.
Undertaking any other duties as required which fall within the scope and responsibility of the post.
Risk Management
· Clear knowledge and understanding of safeguarding for vulnerable adults and children.
· Lone working awareness and compliance with PPL's lone working policy.
· Understanding of current employment and wider Health and Social Care legislation/initiatives and their impacts, including the Care Act, Think Local: Act Personal (TLAP) and local authority policy changes.
· Contract/framework compliancy and risk assessments.
·Operational and client (employer) health and safety responsibilities.
Person Specification
Education, Training and Qualifications
Essential - Good standard of education or equivalent relevant experience and/or training
Essential - Comprehensive understanding of Microsoft Office packages (Word, Excel, PowerPoint)
Desirable - Level 3 qualification in Advice & Guidance or other relevant discipline
Desirable - Safeguarding Level 1 or 2 qualification
Desirable - Recognised qualification in using Microsoft Office packages
Skills, Knowledge and Abilities
Essential - Understanding of key Health and Social Care Legislation/Initiatives (e.g. Community Care (Direct Payments) Act 1996, Care Act 2014, Children and Families Act)
Essential - Ability to communicate clearly both verbally and in writing, adapting style to suit the audience
Essential - Ability to manage diary, caseload and workload effectively
Essential - Ability to manage multiple and conflicting priorities to ensure deadlines are achieved
Essential - Ability to work on own initiative and resolve problems with minimum support
Essential - Understanding of safeguarding for adults and children
Essential - Commitment to and understanding of equal opportunities and diversity within society
Essential - Ability to work flexible hours if required
Essential - Ability to travel within the designated area to provide information and guidance
Desirable - Understanding of financial management, care budgeting and/or care fund financials
Desirable - Health and social care sales skills — ability to market PPL services persuasively
Desirable - ESDL, CRM (customer software packages) or equivalent experience
Experience
Essential - Minimum 2 years working in a Health and Social Care environment
Essential - Previous experience of working with people with disabilities
Desirable - Minimum 2 years caseload management
Desirable - Performance, compliance and exception reporting
Desirable - Working in a multi-agency environment
Desirable - Experience of report writing and representation at meetings
Desirable - Marketing services to a wide range of stakeholders
Desirable - Experience of delivering workshops and/or public speaking
Desirable - Experience in a business change environment
Demonstrate PPL's Values
Essential - Caring - You genuinely care about the people we support, bringing compassion and kindness to everything you do.
Essential - Determined - You're driven to make a difference, staying focused and resilient when it matters most.
Essential - Collaborative - You work openly with colleagues, partners and the people we serve to achieve better outcomes together.
Essential - Inclusive - You value and respect every individual, championing equality and belonging in all that you do.
Essential - Resourceful - You find smart, practical solutions and make the most of what's available to deliver outstanding support.
Additional Information
- A willingness and ability to travel across the designated area is required for this role.
- A willingness to support colleagues and carry out alternative tasks and requests not specifically identified within the job remit.
Pay: £13.45 per hour
Benefits:
- Casual dress
- Company events
- Company pension
- Health & wellbeing programme
- Referral programme
- Work from home
Work Location: Remote
