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 role requires strong experience in customer service, administration and data management, and will be responsible for reception duties, referral processing, appointment scheduling, and reporting.
Responsibilities
* Provide a friendly, professional welcome to all visitors and answer telephone and email enquiries.
* Load referrals immediately onto the IT system and maintain accurate records.
* Arrange and book clinic appointments with clients, next of kin, carers and suppliers.
* Respond to and manage queries from prescribers, service users, carers and colleagues.
* Ensure the daily efficient running and accounting of all administrative operational systems within the clinical areas.
* Develop, design, and maintain spreadsheets and pivot tables for data required for reporting.
* Compile and process data for clinical managers and the clinical team.
* Maintain IT equipment, ensure safety of own computer, and support general help in the wheelchair service.
* Provide flexible coverage for other staff as required.
* Communicate any unresolved issues to the Clinical Lead or Customer Service Supervisor for resolution.
* Uphold Ross Care competencies: achieve business results, focus on internal and external customers, build teamwork, embrace change, and perform duties according to company policies and procedures.
Qualifications and Experience (Essential)
* Previous experience within a busy customer service department.
* Experience in administration, referral processing and NHS administrative procedures.
* Excellent communication skills to interact with internal staff, prescribers and service users.
* Excellent organisational skills with an eye for detail.
* Ability to work independently as well as part of a team.
* IT literacy with excellent skills in Word and Excel.
* Excellent telephone manner.
* Qualified to GCSE A to C level or equivalent, including English and Maths.
* Any other qualification in IT or administration is an advantage.
* Must be flexible, adaptable, and positive in approach to work.
* Enthusiastic and motivated, striving to succeed.
Desirable Skills
* Experience with a similar type of role.
* Full driving licence and ability to travel between sites.
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