The Role:
The post holder will work as part of a dedicated team providing a single point of contact for clients in the community, helping to deliver an efficient and effective service to HSCNI. The post holder will be responsive to the ring back service, inputting requisitions, scheduling and co-ordinating deliveries and collections of daily living equipment and continence products to clients throughout HSCNI
Responsibilities
1. Operating PC with various software packages to ensure that an efficient and effective service is provided to both Trust professionals and clients of the Community Equipment and continence service.
2. Liaison with professional staff Occupational Therapist, District Nursing to ensure information on system is up to date and accurate.
3. Schedule and co-ordinate the delivery and collection of both community equipment and continence products to ensure maximisation of vehicle runs.
4. Dealing with members of the public either at the counter or via telephone, ensuring that their product request/issues are dealt with in a courteous and timely manner.
5. Preparation of Equipment Collection Dockets, liaison with clients for scheduling uplift and return of CECS equipment to Warehouse. Proactively seeking to ensure equipment is returned and credited.
6. Responsible for ensuring that the filing of requisitions, delivery and collection notes and all other paperwork is completed daily.
7. Ensuring that all returned equipment is accurately recorded on all relevant internal and external electronic databases.
8. Investigate and resolve all customer queries.
9. Confirming and completing non-stock receipts on the host financial system.
10. Action Customer Care Reports - Information, requests/ requisitions, Service and Product Queries as appropriate.
11. Assist in expediting of stock and non-stock orders to ensure continuity of supply to customers.
12. Provide support to management/supervisors in all matters relating to the Community Equipment and Continence Service.
13. Maintain an up to date waiting list for equipment.
14. Assist as and when required in Stock Counts.
15. Assist in the management of the community Equipment Stock and Non-Stock Catalogue.
16. Assist management in reviewing of the range of items held in stock, assessing new stock item application in the light of throughput contribution and costs.
17. Carry out accurate and timely stock and non-stock requisition inputting in line with warehouse picking requirements and customer delivery and collection schedules.
18. Liaise with suppliers when processing goods to be returned for credit.
19. Provide an Electronic Materials Management (EMM) service to Trusts as assigned.
Hours of work: hours per week, Monday- Friday, 9am- 5pm
Essential Criteria:
20. A minimum of 5 GCSEs at Grade A-C to include Mathematics and English
OR
NVQ Level 2 or GNVQ qualification plus 1 year's relevant experience*
OR
21. 2 years' relevant work-based experience (relevant experience should be within a general Customer Service Environment or Procurement or Logistics environment. This setting should deal with customer order processing, customer call handling and using Microsoft office applications ( Excel, Outlook, Word)
22. Ability to meet high standards of quality and professionalism
23. Ability to maintain and improve customer service.
24. Ability to communicate effectively
25. Ability to manage, analyse and evaluate information to ensure delivery of an effective and efficient service.
26. Ability to operate PC software and business applications
Desirable Criteria:
27. Demonstrate knowledge of a purchasing and supply and/or finance related computerised and e-commerce systems.
28. Be studying or be prepared to study for a relevant professional qualification.