Customer Service Administrator
Responsible to: Administration Supervisor
Accountable to: PCP Chief Executive & Board of Trustees
Located: Pioneering Care Centre, Newton Aycliffe
Starting salary: Starting Salary £24,468 per annum pro-rata
Salary scale: Scale Points 3-5, £24,468 - £24,710 per annum pro-rata
Hours: 15 hours per week as part of a rota system.
Term: Permanent
DBS Status: None
Job Purpose
We are looking for a highly motivated, skilled administrator who is enthusiastic and ambitious, the post-holder will be required to provide administration and support to the Customer Service function, using and developing relevant systems and processes.
The post-holder will work as part of a small team to provide efficient professional reception and administrative support across all functions. They will need be flexible in their approach and use initiative and judgement to organise their own workload and support our customers and teams across the organisation.
Whether greeting people at reception, providing information about PCP services, supporting events and activities or collating data, the purpose of this role is to help our customers/clients get the great service they deserve.
Job Description
1. To always provide high quality information and advice to customers and clients.
2. Supporting customers to understand the range of opportunities available and assisting them to enrol or book places.
3. Delivering an efficient signposting service, providing information on all PCP services and projects as well as sharing local course, class and event information.
4. Ensuring efficient, courteous, professional and helpful customer service standards are maintained.
5. Undertaking a wide range of reception duties, ensuring that the customer/client is always at the heart of what we do.
6. To assist in the event of a building evacuation following PCP’s evacuation procedures.
7. Dealing efficiently and politely with a range of calls to PCP’s switchboard.
8. Supporting an effective administration service within the Pioneering Care Centre, ensuring work produced is of a high standard and within any specific guidelines set.
9. Carrying out a range of administrative functions including:
a. Processing mail,
b. Deal with enquiries, telephone/email /face-to-face
c. Completing admin work requests for letters, reports etc
d. Ensuring information boards and displays are accurate and up to date
e. Supporting meeting administration including minute taking
f. Updating a range of databases, appointment booking systems etc
10. Ensure that all tasks are completed within the agreed deadlines.
11. Supporting in the collation of data using relevant systems to provide management reporting, particularly in relation to Quality Awards and the Centre.
12. To cover as required in the event of staff absence, sickness, holidays etc.
13. To contribute to a whole team approach in meeting quality and performance targets.
14. To work flexibly within a team environment.
15. Communicate effectively with all departments and teams.
General
1. To uphold PCP’s Core Values at all times.
2. To comply with PCP’s policy & procedures, including safeguarding (adults and children) and other compliance procedures.
3. To assist marketing and engagement work and use creative techniques to gather views from the communities we support.
4. To actively take responsibility for your own Health & Safety and ensuring procedures are adhered to.
5. To collate appropriate monitoring and evaluation information to support the achievement of agreed targets and outcomes within the project or service.
6. To carry out all responsibilities in line with the organisation’s Equality & Diversity Policy.
7. To recruit, support, train and motivate volunteers as required.
8. To undertake any training and development deemed appropriate.
9. To undertake any such duties required by your Senior Manager or PCP Chief Executive/Deputy Chief Executive.
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