Care UK


Hub Support and Reception Administrator

  • Post Code
  • Colchester
  • Job Copy
  • Job Title: Hub Support and Reception Administrator

    Responsible To: Hub Support and Reception Team Leader

    Accountable To: Shared Services Manager – The Hub

    Hybrid Working Pattern: Three office working days, two working from home

    Our Values

    • Fulfilling Lives is our core purpose
    • Every one of us makes a difference is the belief that drives us
    • Caring, Passionate and Teamwork are the values that underpin everything we do


    Job Summary:

    The Hub Support and Reception team is a crucial part of the Shared Services Hub team. They deliver a friendly, approachable, professional and knowledgebase service to our care home and support team colleagues. The Hub Support and Reception team is the first point of contact for our care homes, supporting them with day-to-day queries and business critical tasks. The team is focused on ensuring our care home colleagues can dedicate their time to residents, whilst they support them with any background administrative tasks. Building strong relationships within the organisation is vital. They also manage the corporate switchboard for all external callers to Care UK and it is therefore vital that they provide an excellent 1st impression of the organisation.

    Key Accountabilities:

    The Hub Support and Reception Administrator must have an excellent telephone manner and ability to build rapport easily. They must be able to effectively manage a number of shared inboxes and either resolve the query or direct it to the relevant department in a timely manner. Alongside training, the Hub Support and Reception Administrator will be responsible for ensuring their knowledge and understanding of central team functions and tasks is up to date; to ensure they are providing accurate information at all times. The Hub Support and Reception Administrator will need to contribute towards overall team targets and individual performance will be monitored, to support in arranging relevant training and coaching.

    The Hub Support and reception Administrator must be competent in using Microsoft systems such as Word, Excel and Powerpoint alongside Outlook and our internal systems.

    Key Role Responsibilities:

    • Showing empathy and understanding on every call and email and having the ability to remain professional, regardless of the nature of the call
    • To resolve as many queries at first touch as possible
    • The ability to work under pressure and in a fast-paced environment
    • The ability to multi-task; handling inbound/outbound post whilst attending to visitors in reception
    • Building excellent internal working relationships
    • Ability to work on your own initiative and identifying when issues need to be escalated to the Hub Support and Reception Team Leader
    • An effective communicator, both verbally and written
    • To log new queries accurately and in a timely manner
    • For achieving Key Performance Indicators and Service Level Agreements
    • Ability to adapt to a changing environment and react to business-critical requests appropriately


    Customer Care

    The operational teams, our residents and all visitors to our care homes are our customers. Therefore every person working in the Helpdesk team is a key component in the package of services that is provided to the care homes.  Our service will be delivered in a timely fashion with a can-do attitude to ensure that residents live in an environment that is safe, clean, welcoming and above all is reflective of the quality care that underpins Care UK’s business.

    Here's what you can benefit from working with Care UK:

    • Wagestream – a money management app that gives you instant access to your pay
    • Award Winning Care Provider (Residential Care Provider of the Year - Health Investor Awards 2022 & more)
    • Long service awards
    • Discounted gym membership
    • Competitive refer a friend bonus
    • GEM Awards - we recognise colleagues who go the extra mile
    • Hundreds of online and in-store discounts
    • Cycle 2 work scheme
    • Annual purchase holiday scheme
    • Wellbeing support
    • Pension contribution


Care UK is committed to ensuring that it employs people with the right mix of talent, skills and potential and will assess every applicant fairly regardless of race, gender, religion, sexual orientation, responsibilities for dependents, age, physical/mental disability or offending background. Having a criminal record will not necessarily prevent you from working with us, it will depend on the nature of the role and background of any offence.