Customer Support Administrator

Customer Support Administrator x 2Salary £24,25240 hours per weekWheelchair Service Centre Ashford, TN23 6LLPurpose of JobTo help create an efficient and effective, friendly and courteous day to day customer Service department. Your role may include…….Main duties and responsibilitiesClinical bookings- Responsible for booking of clinical appointments from waiting list and ensuring clinicians are booked to capacity in line with company KPIs.Raising orders- responsible for entering orders immediately onto the computer system in an effective manner when a request is received from a service user, carer, family member or prescriber via telephone or email.Scheduling of orders- Responsible for making contact with service users and agreeing a convenient delivery/collection/repair date within the company KPIs.Engineers daily schedule- Responsible for ensuring engineers are booked daily to capacity.Communication- Responsible for answering daily calls within a busy department in a courteous/friendly manner and ensuring excellent customer service is always provided. Answering and resolving all queries and enquiries to an effective solution/outcome in all cases. Communicating any issues that cannot be resolved by yourself to the Customer Service Manager.Administration- Responsible for the daily efficient running of all administrative operational systems within the service, in line with Ross Care procedures.General-You will be assigned to specific areas or tasks associated with Customer Service, but may be asked to assist in other areas of the service centre. Flexibility is therefore required to ensure that the service remains effective and efficient and to manage and cover the other staff in their absence.Undertake the job inline with company competencies as followsAchieves business results and adds value to the service.Focuses on internal and external customers.Builds and maintains effective teamwork with colleagues.Embraces change.Perform duties according to all company policies, procedures and instructions.This Job description shall not limit your role, you will be also asked to carry out other duties that your Line Manager feels are within your capabilities and skill set. The above information may not cover everything involved in the position but indicates the size and scope of the role. This may be subject to change as the role develops.Key Performance IndicatorsOrders processed with accuracy.Queries, enquiries and complains resolved with excellent customer service.Completed orders processed in a timely manner.Person RequiredSkillsExcellent Customer Service SkillsExcellent communication Skills to interact with internal staff and departments, Prescribers and Service UsersMust be able to work off their own initiative as well as part of a team.Computer Literate with good working Knowledge of word and Excel.Excellent telephone mannerExcellent organisational skills with a good eye for detail.An enthusiastic and motivated individual who strives to succeed.Must be flexible, adaptable and positive to their approach to work.KnowledgePrevious experience within a busy customer service departmentPrevious experience of administration, IT, order processing and scheduling of workloads would be a huge advantage.Experience with a similar type of role would be beneficial.QualificationsQualified to GCSE level or equivalent.INDLS
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