Job Description
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
* 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 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.
* Adapting to Change
* Planning & Organising
* Resilience
* Driving Results
* Customer Service
* Influencing
* Teamwork &Collaboration
* Communication & Relationship Management
* Agile Learner
Qualifications
Essential Criteria
* 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 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
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.