Senior Care Coordinators - Operations/On-Boarding

1524/2024 | £35,000.00 - £45,000.00 Per Annum | Wokingham | Sonderwell

Salary: £35,000 - £45,000, depending upon experience

Since a very young age, Andrew has suffered from undiagnosed muscle weakness and scoliosis, which has meant that his childhood and progression into adulthood have involved a range of complications. Now a young man aged 22, Andrew’s conditions have left him requiring the use of a ventilator and electric wheelchair, whilst also having to rely on others for his personal care.

And this is where we help, Sonderwell has been created from a number of new and established organisations that offer complex live-in-care services for those in need, we are proud to be working with the best carers and nursing colleagues, who are providing care and help in the home with quality, compassion and understanding. As part of our growth plans, we are building our operations with Senior Care Co-ordinators. if you’d love to blend your administration, co-ordination and prioritisation skills, with making a difference and working in a compassionate focused service, come and talk to us. You will be part of a team, that ensures high quality care and support services are provided to enable individuals to remain in their own homes, living a fulfilled life, which respects their values and wishes.


Principle Accountabilities

You’ll have the opportunity to:

Mobilisation and Resource Allocation:

  • As a Senior, lead on the ongoing management of your caseload of packages with an in-depth understanding of your area; know your client and carers to ensure an expert approach to filling packages and the hours of care required.
  • Schedule a consistent and quality focused rota of carers for your packages to meet the needs of the client.
  • Utilise the internal system to allocate and coordinate carers and ensure all clients’ required hours are met and tracked on the system.
  • Utilise the system to report on KPIs such as hours filled, pro-actively contribute to increasing filled hours of care, through carer capacity and/or working with the compliance and talent team.
  • Conduct live call monitoring using bespoke software and be the first point of contact for day-to-day operational requirements of our care colleagues.

Supervision and Monitoring:

  • Conduct phone observations and supervisions with carers, checking in on well-being and performance, and with the support of Seniors and the Operations Manager manage any risks and performance issues.
  • Ensure notes on the system are accurate, concise and timely for yourself and the wider team.

On-Boarding & Interview and Selection

  • Work closely with the Talent team to review pipelines that will support and fill current and future hours of care.
  • Once the talent team have provided you with qualified/compliant pipeline of candidates, provide a layer of selection by conducting quality competency interviews, assessing skills and capabilities in line with client requirements.
  • Collaborate with the talent team to jointly schedule the “meet and greet” for new careers and the client, act as the conduit between the client and carer for a successful placement.
  • Ensure that the relevant documentation is in place for existing and new clients/people we support.
  • Assist with the induction and training of care workers and for new joiners within the team.


  • Lead on promoting a supportive and collaborative working environment for both the Office Team and your Team of Carers
  • Lead on internal collaboration and effective ways of working with the compliance, training and recruitment teams.
  • Work closely with management to highlight issues to reduce staffing risks, including formulation of action plans.
  • Act as a point of escalation to the care coordinators with a confident approach in supporting solutions.
  • Take the lead on new care package mobilisations ensuring that members of the team are fully supported to provide the high level of service required.
  • Motivated by managing a small team of 2 care coordinators, with a coaching management style.
  • Ensure industry and company policies and procedures are followed by the wider team.


Candidate profile

Knowledge, experience and qualifications

  • Strong experience gained in a care/health environment, ideally in a senior support or co-ordination capacity.
  • Strong rota management experience with the ability to provide resourcing solutions to issues.
  • Good people management and/or coaching skills with ability to motivate and guide a team. 
  • Experience in providing high-level customer service, ensuring enquiries are handled with a polite and informative approach.
  • Excellent communication style, with a confident phone approach that develops trust and understanding.
  • Comfortable and confident communicating with customers, their families and other care professionals.
  • Have a proven ability to work at a senior level with the care sector and comply with internal Policies and Procedure

A bit about you, skills and behaviours:

  • Excellent communication skills. You are a confident, clear and warm communicator with a flexible and constructive approach to carers, clients and to the team alike.
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
  • The ability to act as a role model for best practice and actively promote a positive working environment.
  • You remain calm and professional when handling resource allocation and handling queries.
  • Have enthusiasm in busy periods and ability to work in a team.

We have a collaborative working environment, the team work closely to ensure our clients have the right people at the right time, to do that they work in the new Wokingham office from 9am-5pm. To ensure smooth delivery we have on-call rota during the week and weekends for emergencies only conducted from your home. There is a supplement for weekdays and you take the time in lieu if you’ve been on call at the weekend, giving you flexibility for those weekday occasions. Please not we are unable to provide sponsorship for these roles, so you must have the full right to work in the UK.


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