Overview
Our friendly Customer Services Administrator provides support to the clinical team at Wrightington, Wigan and Leigh NHS Wheelchair Service. You will be our main Customer Service Administrator working closely with the Clinical Team and providing a friendly welcome to all visitors to the service. The Clinical Team includes Physiotherapists, Occupational Therapists and Rehab Engineering staff. This is a busy service, and most of the team have been in post for many years, bringing a wealth of experience to help to give a warm welcome to a new team member.
Responsibilities
* Lead on data management and the reporting requirements of the service.
* Perform other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and handling telephone calls and emails.
* Develop information management processes with strong skills in Microsoft Excel and Word.
* Support the clinical administration and day-to-day operations of the service.
* Ensure IT equipment is maintained and functioning, and safeguard the security of your own computer.
About us
Ross Care provide clinically led, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all ages. We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We are a values-led organisation where people come first and are committed to delivering high-quality care. We foster an environment where every team member is included, supported and empowered to contribute ideas. We are committed to sustainability and take our environmental responsibilities seriously.
Details
Date posted: 28 March 2026
Pay scheme: Other
Salary: £25,760 to £27,476 a year
Contract: Permanent
Working pattern: Full-time
Reference number: E0453-26-0006
Job locations
Wrightington, Wigan and Leigh NHS Wheelchair Service
Claire House, Phoenix Way
Ince in Makerfield, Wigan
WN3 4NW
Job description
Responsibilities overview and purpose
* To help to create an efficient and effective, friendly and courteous day-to-day customer service/clinical administration department.
* Communication: Answer daily calls and emails in a courteous manner and escalate issues as needed to the Clinical Lead or Customer Service Supervisor to ensure effective solutions.
* Entering/Monitoring of Referrals: Enter referrals promptly onto the computer system when received from users, carers, families or prescribers.
* Appointments: Assist with arranging and booking appointments with clients, next of kin, carers, and suppliers.
* Queries/Enquiries: Deal with all queries from prescribers, service users, carers and colleagues and pass on messages promptly.
* Administration: Support daily efficient running of administrative systems within the clinical areas of the service.
* IT/Data: Develop processes, design spreadsheets and pivot tables for data reporting; compile and process data as required by clinical managers.
* Hardware: Ensure IT equipment is maintained and functional; safeguard the security of your own computer.
* General: Provide flexible support across the Wheelchair Service and cover for other staff as needed.
* Undertake duties in line with Ross Care competencies and policies.
Person Specification
Experience - Essential
* Previous experience within a busy customer service department.
* Previous experience of administration, referral processing and NHS administrative procedures.
* Excellent communication skills with internal staff, prescribers and service users.
* Excellent organisational skills with attention to detail.
* Ability to work on own initiative and as part of a team.
* IT literate with excellent Word and Excel skills.
* Excellent telephone manner.
* Desirable: Experience in a similar role.
Qualifications - Essential
* GCSE A-C or equivalent, including English and Maths.
* Any IT or administration qualification would be an advantage.
Additional - Essential
* Must be flexible, adaptable and positive in their approach to work.
* An enthusiastic and motivated individual who strives to succeed.
Disclosures
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.
Employer details
Employer name: Ross Care
Address: Wrightington, Wigan and Leigh NHS Wheelchair Service, Claire House, Phoenix Way, Ince in Makerfield, Wigan, WN3 4NW
Employer's website: https://rosscare.co.uk/
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