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We are looking for a motivated and organised ECM & Central Contact Administrator to join our team on a fixed term maternity leave contract for 9–12 months. This role plays a key part in supporting our domiciliary care operations by managing electronic call monitoring systems, responding to out of hours enquiries, maintaining accurate records and ensuring excellent communication across services. You will work closely with care teams, coordinators, service users and other departments to support the smooth running of services and maintain high standards of compliance. This is a fully remote, home based position working a minimum of 16 hours per week on a rolling rota. Hours of work can fall between Monday and Sunday, therefore flexibility is essential.
Job Responsibility:
Respond to out of hours calls and enquiries in a professional and timely manner
Maintain accurate records on company systems including service user and staff information
Monitor electronic call monitoring systems and identify late, missed or duplicate calls
Liaise with care workers and coordinators to resolve call monitoring alerts and discrepancies
Ensure service user calls are accurately logged and recorded
Escalate concerns relating to medication changes or care needs to the appropriate teams
Produce reports and maintain accurate audit trails for compliance purposes
Provide excellent customer service to service users, families, colleagues and stakeholders
Support the wider operations and compliance teams with administrative duties
Maintain confidentiality and adhere to company policies and procedures at all times
Requirements:
Minimum 1 year administration experience
Excellent verbal and written communication skills
Strong customer service skills
Good organisational and time management skills
Ability to multitask and prioritise workload effectively
Good IT skills including Microsoft Office packages
Ability to work independently and as part of a team
Flexible approach to working hours including weekends
Attention to detail and ability to maintain accurate records
Nice to have:
Experience working within domiciliary care or health & social care
Experience using electronic call monitoring systems
Understanding of compliance within a regulated environment
Level 3 Health & Social Care qualification (or willingness to work towards)