Customer Service Administrator

AWD online; Stockport; On-site; GBP 21,000 - 30,000; Full time

Job summary

AWD online is seeking a Customer Service Administrator to support private patients from initial enquiry through to treatment delivery. The role is full-time and based in Stockport, with standard 37.5-hour weeks and 08:00–16:00 hours.

You will handle enquiries, coordinate appointments and patient records, and provide cover across sites as part of the admin team. A proactive communicator with strong Microsoft Office skills will fit well in this busy clinic environment.

Qualifications

• Excellent telephone manner and strong customer-facing communication skills.
• Empathetic, understanding and customer-focused approach.
• Confidence communicating professionally with patients, clients, colleagues and team members at all levels.
• Ability to build rapport, listen well, manage conversations and provide clear information and follow-up.
• Strong organisational skills with the ability to multitask, meet deadlines and manage changing priorities.

Responsibilities

• Handle enquiries from private clients and other referrers, supporting progression into clinical rehabilitation assessments and patient care.
• Arrange assessments, appointments and planning with clinicians to support triage and scheduling.
• Coordinate patient administration from consultation to delivery and support appointments, orders and tracking.
• Maintain accurate, confidential records and documentation.
• Support clinicians with diaries, summaries and weekly planning meetings to maximise efficiency.
• Raise quotations and invoices and ensure documentation is ready for appointments.
• Provide reception and cross-site cover, keeping areas organised when covering reception.
• Support the administration team and Practice Manager with daily clinic activity.

Skills

Excellent communication

Organisational skills

Multitasking

Adaptability

MS Office proficiency

Job description

Customer Service Administrator

This is a varied customer-facing administration opportunity supporting private patients from first enquiry through to treatment delivery. It suits an organised, proactive communicator who can manage sensitive information, appointments, records and enquiries with care.

If you’ve also worked in the following roles, we’d also like to hear from you: Office Administrator, Patient Administrator, Administration Assistant, Clinical Administrator, Team Administrator, Business Support Administrator, Administrative Assistant, Clinic Administrator, Front of House Administrator, Customer Care Administrator

SALARY: Competitive (depending on experience) + Benefits

LOCATION: Stockport, Cheshire, North West England

JOB TYPE: Full-Time, Permanent

WORKING HOURS: 37.5 Hours per Week, 08:00 to 16:00, Monday to Friday

JOB OVERVIEW

An excellent opportunity is available to play a key part in a busy private patient service, helping enquiries progress smoothly into assessments and treatment.

Working with the Practice Manager, clinicians and wider teams, the Customer Service Administrator will coordinate patient administration, records and communication from enquiry through to delivery.

The Customer Service Administrator will keep appointments, diaries, job information and payments organised while handling confidential information with care.

Focused on service and teamwork, the Customer Service Administrator will also support reception, cross-site administration and daily clinic operations when required.

DUTIES

Your duties as the Customer Service Administrator include:

• Enquiries and Referrals: Handle email and telephone enquiries from private clients, case managers, lawyers, professionals and third-party referrers, supporting progression into clinical rehabilitation assessments and patient care
• Appointments and Episode Planning: Arrange assessments, trauma clinic appointments and episode planning with clinicians, using SAP Business 1 (B1) to support triage and scheduling
• Patient Administration: Coordinate orthotic administration from consultation to delivery and support prosthetic appointments, component orders, job tracking and patient delivery
• Records and Confidentiality: Maintain accurate, current client records and manual files, handling sensitive and confidential information appropriately
• Clinician and Diary Support: Support clinicians with diaries, job summaries and weekly planning meetings to help maximise clinical and manufacturing efficiency
• Quotations, Invoices and Payments: Raise quotations and sales invoices and ensure documentation and payments are ready where required for appointments
• Reception and Cross-Site Cover: Provide ad hoc reception, procurement and administration cover across sites, keeping reception, waiting, consulting and cast room areas organised when covering reception
• Team and Operational Support: Work as part of the administration team, provide absence cover, respond to enquiries promptly and support the Practice Manager with daily clinic activity
• Projects, Meetings and Standards: Complete agreed mini projects, attend relevant meetings and follow company, ISO, health and safety and working procedures

CANDIDATE REQUIREMENTS

• Excellent telephone manner and strong customer-facing communication skills
• Empathetic, understanding and customer-focused approach
• Confidence communicating professionally with patients, clients, colleagues and team members at all levels
• Ability to build rapport, listen well, manage conversations and provide clear information and follow-up
• Strong organisational skills with the ability to multitask, meet deadlines and manage changing priorities
• Self-motivation, initiative and the ability to work independently while contributing to a team
• Adaptability and flexibility when plans change
• Excellent working knowledge of Microsoft packages