Job description
At People Places Lives we are passionate about digital solutions and their ability to increase choice and control for people with care needs. For our teams, this means they are 'making a difference' to some of the most vulnerable people in society every day.
On the face of it, we work in partnership with health and social care organisations to deliver front-line solutions and services to individuals wanting to self-direct their care and support.
Behind the scenes, we are a software and outsourcing company with a niche FinTech offering in a high-growth sector, managing and processing payments of £100m+ per annum on behalf of our clients.
PPL employs 120 staff and has offices in Wigan, North Yorkshire and Sheffield.
Role Background
Owing to continued growth, we are looking to recruit a committed individual to work as a Customer Support Coordinator within our Direct Payment Delivery Team.
This is a varied role, supporting both our Onboarding Team and Independent Living Advisors to deliver a fantastic service to the individuals we support.
Working alongside a wide range of stakeholders from individuals and their families through to case managers and care providers, our Customer Support Coordinator will be responsible for a broad range of tasks, promoting a seamless experience for individuals as we support them at various stages of their direct payment journeys.
As this is a fast-growing operation, the successful candidate must be able to work independently and enjoy new challenges and will possess the ability and desire to develop themselves and assume additional responsibilities as PPL’s business grows.
As a digital-first organisation, this role is hybrid: working from our office in Colburn, North Yorkshire 2 days per week, with occasional travel to our Head Office in Wigan and customer sites around the UK, as required. The remaining time you can work from home.
Role responsibilities
As a Customer Support Coordinator, you will be responsible for a variety of tasks that support the delivery of both our Onboarding and Independent Living Advice functions.
Every day you will speak to a range of individuals on the telephone, supporting them to access the services we provide. This could be helping an individual or authorised representative to understand the earliest stages of their direct payment journey and access their Virtual Wallet account for the very first time, or guiding individuals through a review process, helping to ensure the support they have arranged is safe and aligned to their direct payment agreement.
Working with our ILA Service Lead, you will use your strong administration skills to support the completion of account audits, liaising with individuals to ensure that the necessary documentation is made available to us, before reviewing the provided documentation and preparing template summary reports for presentation to the relevant funding authority.
To help you in delivering this support, you will need strong organisational and administration skills. All our interactions with individuals, their families and the funding authorities need to be documented in our CRM system, to help us ensure consistently high levels of service and support.
As we are working with vulnerable individuals and their families, strong customer service skills and a compassionate nature are essential.
Skills and Experience
Experience:
Customer service experience
Administrative experience
Qualifications:
Minimum of 2 'A' levels or 5 GCSEs (grade A-C), or equivalent.
You must be willing to obtain an Enhanced DBS certificate for this role.
Skills:
Computer literacy - good level of IT literacy using Microsoft Office (Word, Outlook & Teams) - proficient in the use of Microsoft Excel. Competent in the use of CRM systems.
Communication - candidates must possess excellent interpersonal and written/spoken communication skills. Must be comfortable communicating with a broad range of stakeholders, including vulnerable individuals.
Team work - Open and inclusive approach, willing and able to interact internally and externally.
Time management – Organised and able to perform to tight deadlines.
Personality Traits:
Excellent verbal and written communication skills and the ability to interact professionally with diverse individuals and their families, internal subject matter experts and staff from funding authorities.
Must be personable with a strong customer service orientation. Able to build rapport with broad range of external stakeholders, including service users.Logical, clear thinker
Must be self-motivated, with a strong work ethic, and able to work with limited supervision
Organised with high attention to detail
Conscientious approach to work, taking responsibility for issues raised to ensure they are tracked to completion
Possess discretion to work with confidential information
Proactive and solution focused
People Places Lives is an equal opportunities employer.
Job Type: Full-time
Pay: From £26,227.50 per year
Benefits:
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Colburn DL9 4QJ
