Service Support Officer

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🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

💵 £26.9k / year

⏱ Part Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

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Kooth plc

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2015

🏥 Healthcare

⚕️ Healthcare Insurance

🧘 Wellness

Healthcare • Healthcare Insurance • Wellness

Kooth plc is a company dedicated to providing effective and personalized digital mental health care. It creates accessible products with tailored clinical models and community support for both young people and adults. Kooth's youth-centric mental health services focus on creating positive individual outcomes, while its Qwell platform extends mental health support to adults in the UK. The company embeds its services within communities by employing numerous engagement leads across the UK and US, ensuring broad access to free, safe, and confidential support. Kooth partners with various private and public sector institutions to deliver digital services that improve mental health outcomes.

📋 Description

• Accurately enter Practitioner and bank worker hours into the rota system • Monitor sickness and annual leave, identify rota gaps, and coordinate cover with the management team • Audit invoices and report rota changes to payroll, including overtime and bank staff • Forecast staffing risks and potential rota shortages • Develop relationships with management, Practitioners, and bank workers to cover sessions at short notice • Resolve rota queries and escalate issues to Finance, IT Support, or the People Team • Improve rota systems and processes • Act as the first point of contact for the public, Practitioners, and managers • Handle email and telephone enquiries and refer them to appropriate departments • Collate data, analyse information, and provide reports • Support Finance monthly to ensure payroll data is accurate • Onboard and offboard Practitioners on Quinyx and XCP systems • Recommend improvements to service quality • Support strategic Service Delivery projects and initiatives • Report on team and service performance and identify trends for operational improvements • Use data to inform service management and implement practice changes • Ensure compliance with legal requirements and internal policies, particularly safeguarding

🎯 Requirements

• Experience supporting operational delivery and ensuring services and processes run efficiently, effectively, and to a high standard • Experience developing, implementing, and maintaining policies, procedures, and operational processes • Strong understanding of service optimisation • Experience identifying, assessing, and managing operational risks while maintaining appropriate quality controls • Strong analytical skills, including processing data, identifying trends, and producing clear, actionable reports • Proficiency in Google Workspace, particularly Sheets, Docs, and Slides • Excellent written and verbal communication skills • Ability to adapt to changing priorities and evolving business needs • Collaborative approach and ability to build positive working relationships • Continuous improvement mindset • Understanding of co-production principles • Strong problem-solving and practical decision-making skills • Proactive self-starter able to work with minimal supervision • Strong organisational and time management skills • Ability to prioritise competing demands and meet deadlines

🏖️ Benefits

• 28 days of annual leave, in addition to public holidays • Yearly professional training programmes • Pension contributions • Annual performance-based bonus • AXA Health Insurance • Employee Assistance Programme (EAP), including 24/7 telephone mental health support and GP consultations • Life assurance up to four times annual salary • Remote working • Cycle to Work Scheme • Incapacity Income Protection

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