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Company Description
12-month Maternity Cover
Home Instead Exeter and East Devon was established 15 years ago, with a mission to brighten the lives of elderly individuals by providing them with a sense of purpose, wellbeing, and worth. Home Instead is the only 5* outstanding care business in the Southwest, and we are proud to have delivered over 1 million hours of exceptional care. This role will play a vital part in ensuring that our clients receive the best in-class quality care and support the growth of our business.
Job Purpose
To perform a variety of duties in the coordination of scheduling and invoicing services for clients and the coordination and processing of billable hours and expenses of our Care Professionals, whilst providing the highest quality of service to clients.
The Role
- Understand and build effective and efficient schedules around our clients and Care Professionals.
- Ensure schedules are prepared, considering travel time, holidays, training, and last-minute cancellations.
- Be responsive to changes in the schedule and liaise with relevant team members.
- Match Care Professionals to new clients in conjunction with the client services team and arrange introductions.
- Ensure client schedules are matched to their needs, with the same Care Professional and the same times each week, where possible.
- Manage staff sickness, including booking return-to-work meetings and ensuring appropriate cover is in place.
- Develop excellent relationships with both clients and Care Professionals so both can enjoy positive experiences.
- Work with the recruitment team to ensure sufficient current and future staffing levels are met.
- Work with the Care Team to ensure new and existing care packages can be resourced and scheduled on a timely basis.
- Add and maintain all client and Care Professional information onto the electronic scheduling system.
- Participate in the out-of-hours on-call rota.
- Support with care visits as required, ensuring continuity and quality of service.
- Carry out any other duties deemed necessary for the successful operation of the business.
- Ensure compliance with Home Instead’s Equality, Diversity and Equal Opportunities Policy, in respect of employment and service delivery.
- Accountable for invoicing and payroll administration, including entering client billing hours and expenses within the scheduling system.
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Experience Required
- Experience working in a scheduling and/or invoicing role within a home care or other relevant environment such as logistics.
- Good working knowledge of IT systems with experience in Microsoft Office or Google Suite and CRM software with the ability to learn and adopt new technologies where appropriate.
- Highly resilient and positive with excellent communication skills.
- Excellent organisation and prioritisation skills with the ability to work calmly and accurately under pressure.
- Team player with strong interpersonal skills with the ability to build rapport quickly.
- Excellent attention to detail with the ability to multi-task.
- Logical and analytical with the ability to work on one's own initiative and meet strict deadlines.
- Good customer service skills as the role involves close liaison with Clients and Care Professionals.
- Excellent telephone manner.
- Experience of managing payroll, office expenses, or financial responsibilities.
Role Specific Competencies
- Builds efficient, accurate schedules balancing client needs, travel time, and staff availability.
- Prioritises competing demands and manages frequent changes calmly.
- Maintains clear, accurate records and documentation.
- Communication & Relationship Management
- Communicates clearly and professionally with clients, families, and Care Professionals.
- Builds trust and rapport quickly across a wide range of people.
- Handles sensitive conversations with empathy and professionalism.
- Customer Service Focus
- Understands the importance of continuity of care and client satisfaction.
- Responds promptly and positively to enquiries and concerns.
- Demonstrates a proactive approach to resolving issues.
- Problem Solving & Decision Making
- Quickly identifies scheduling gaps or risks and implements solutions.
- Uses sound judgement when reallocating care or managing last-minute changes.
- Thinks logically and analytically under pressure.
- Resilience & Adaptability
- Thrives in a fast-paced, reactive environment.
- Remains calm and focused during unexpected changes or staff shortages.
- Maintains a positive and solutions-focused mindset.
- Attention to Detail & Accuracy
- Ensures schedules are accurate and compliant.
- Maintains high standards of data entry and record keeping.
- Minimises errors through thorough checking and verification.
- Teamwork & Collaboration
- Works closely with recruitment, care, and office teams.
- Shares information effectively to ensure continuity of service.
- Contributes positively to team culture and shared goals.
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Desired Competencies (Advantageous)
- Workforce Planning Awareness
- Understands capacity planning and workforce utilisation.
- Anticipates future staffing needs based on growth trends.
- Knowledge of Home Care Environment
- Understanding of domiciliary care, continuity of care, and safeguarding principles.
- Awareness of regulatory expectations and best practice in care delivery.
- Systems & Technology Confidence
- Experience using scheduling/rostering systems.
- Comfortable learning new digital tools and improving processes.
- Continuous Improvement Mindset
- Looks for opportunities to improve scheduling efficiency and client experience.
- Open to feedback and committed to professional development.
- Initiative & Ownership
- Takes responsibility for resolving issues through to completion.
- Proactively identifies risks before they escalate.
Additional Information
If you have a passion for caring and the motivation to help us achieve our ambitions, we would love to hear from you. We encourage applications from all sections of the community as we want to reflect the neighbourhoods in which we work. Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment.
This document describes the general nature and level of work for the position. It is not a comprehensive list of its responsibilities, duties, skills, efforts, and conditions. Your employer reserves the right to modify the description in the future with or without notice. The responsibilities for this position are subject to possible modification to reasonably accommodate individuals with disabilities.
Home Instead is committed to safeguarding and promoting the welfare of adults and expects all staff to share this commitment. This role is subject to a Criminal Records check at the appropriate level.
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