Senior Customer Services Administrator Barnet Wheelchair Service

You will be our Senior Customer Service Administrator working as part of the Clinical Team and providing a friendly welcome to all visitors to the service who arrive for clinic appointments or enquire by telephone/email. This is a busy service, and your depth of experience will enable you to take responsibility for the reception and administrative duties. The team bring a wealth of experience to help to give a warm welcome to a new team member to fulfil this role which can be challenging but is always rewarding.

Main duties of the job

• This post holder will lead on the data management and the reporting requirements of the service, along with other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails.
• Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes.

Job responsibilities

• Purpose of the job: To help to create an efficient and effective, friendly and courteous day to day customer service/clinical administration department.
• Communication: Responsible for answering daily calls and emails in a courteous/friendly manner. Responsible for communicating any issues to the Clinical Lead or Customer Service Supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases.
• Entering/Monitoring of Referrals: Responsible for entering referrals immediately onto the computer system in an effective manner when the referral is received via a user, carer or family or from a prescriber.
• Appointments: To assist with the arrangement and booking appointments with the clients / next of kin / carers, suppliers.
• Queries/Enquires: Responsible for dealing with all queries from prescribers, service users, carers and colleagues, and passing on messages in a timely manner.
• Administration: Responsible for the daily efficient running and accounting of all administrative operational systems within the clinical areas of the service.
• IT/Data: Responsible for the development of processes, including designing of spreadsheets and pivot tables, for data required for reporting, as requested by clinical managers. Responsible for compiling and processing of data.
• Hardware: Ensure that the IT equipment is maintained and functional. Responsible for the safekeeping of your own computer.
• General: Responsible for helping out in any area of the Wheelchair Service. You will be assigned to specific areas or tasks associated with customer service. Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.

Person Specification

• Experience: Previous experience within a busy customer service department. Previous experience of administration, referral processing and NHS administrative procedures would be a huge advantage. Excellent communication skills are required to interact with internal staff, prescribers and service users. Excellent organisational skills with a good eye for detail. Must be able to work off their own initiative as well as part of a team. IT Literate with excellent skills in Word and Excel. Excellent telephone manner. Experience with a similar type of role would be beneficial. Full driving licence and an ability to travel between sites an advantage.
• Qualifications: Qualified to GCSE A to C level or equivalent, including English and Maths. Any other qualification in IT or administration would be an advantage.
• Additional: Must be flexible, adaptable and positive in their approach to work. An enthusiastic and motivated individual who strives to succeed.

Disclosure and Barring Service Check: This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.