Customer Services Administrator

Cardiff and Vale University Health Board; Stoke-on-Trent; On-site; GBP 25,000 - 32,000; Full time

Job summary

Ross Care is seeking a Senior Customer Service Administrator to support Wheelchair Service Clinics in Stoke and Staffordshire. You will supervise one colleague, work with clinicians, and manage referrals, bookings and data reporting.

You will lead on IT systems, handle calls and emails, and develop processes for efficient scheduling and patient communication in a busy NHS setting.

Qualifications

• Experience in a busy customer service department is required.
• Experience with administration, referral processing and NHS procedures is advantageous.
• Excellent communication with 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 strong Word and Excel skills.
• Good telephone manner and professional presentation.

Responsibilities

• Manage complex clinical scheduling and bookings to maximise capacity.
• Supervise the Customer Services team member based at another clinic location.
• Lead data management and reporting for the service.
• Load referrals onto the IT system and arrange clinic appointments.
• Handle telephone calls and emails and relay messages to clinicians.
• Develop information management processes using spreadsheets and pivot tables.
• Maintain IT equipment and ensure safekeeping of own computer.
• Support cross-functional colleagues and adapt to service needs.

Skills

Communication skills

Organisational skills

IT literate

Word processing

Excel skills

Telephone manner

Initiative & teamwork

Flexibility

Enthusiastic & motivated

Education

GCSE A–C including English & Maths

IT/admin qualifications desirable

Tools

Microsoft Word

Microsoft Excel

Job description

Our friendly Customer Services Team provides support to the Wheelchair Service Clinics in Stoke and Staffordshire., You will be the Senior Customer Service Administrator who will work closely with one colleague who you will supervise but is based in our different clinic location. The team consists of Physiotherapists, Occupational Therapists, a Rehabilitation Engineer and Technical Support staff. You will be responsible to the Clinical Lead therapist and also to other Senior Clinicians on a day-to-day basis. 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., The post holder will manage the complex clinical scheduling and bookings of clinics to maximise capacity across multiple localities and clinicians. You will be responsible for supervising the other customer services team members. This post holder will lead on the data management and the reporting requirements of the service, along with other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails. Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes. A key skill will be dealing with callers over the phone or face to face who are in distressing situations to ascertain facts, contact details and an accurate message., To help to create an efficient and effective, friendly and courteous day to day customer service/clinical administration department. Communication - Responsible for answering daily calls and emails in a courteous/friendly manner. Responsible for communicating any issues to the Clinical Lead or Customer Service Supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases. Entering/Monitoring of Referrals - Responsible for entering referrals immediately onto the computer system in an effective manner when the referral is received via a user, carer or family or from a prescriber. Appointments - Responsible for the arrangement and booking appointments with the clients / next of kin / carers, suppliers. To manage the complex booking schedule across multiple locations and clinicians to maximise capacity and assist with waiting list management under guidance from the Clinical Lead. Queries/Enquires - Responsible for dealing with all queries from prescribers, service users, carers and colleagues, and passing on messages in a timely manner. Administration - Responsible for the daily efficient running and accounting of all administrative operational systems within the clinical areas of the service. IT/Data - Responsible for the development of processes, including designing of spreadsheets and pivot tables, for data required for reporting, as requested by clinical managers. Responsible for compiling and processing of data. Hardware - Ensure that the IT equipment is maintained and functional. Responsible for the safekeeping of your own computer. Staff - Responsible for supervising the other member of the Customer Services Team, escalating issues as required via the Clinical Lead. General - Responsible for helping out in any area of the Wheelchair Service. You will be assigned to specific areas or tasks associated with customer service. Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence. Undertake the job in line with Ross Care competencies as follows: Achieves 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.

• Previous experience within a busy customer service department.
• Previous experience of administration, referral processing and NHS administrative procedures would be a huge advantage.
• Excellent communication skills are required to interact with internal staff, prescribers and service users.
• Excellent organisational skills with a good eye for detail.
• Must be able to work off their own initiative as well as part of a team.
• IT Literate with excellent skills in Word and Excel.
• Excellent telephone manner., Experience with a similar type of role would be beneficial, Qualified to GCSE A to C level or equivalent, including English and Maths.
• Any other qualification in IT or administration would be an advantage., Must be flexible, adaptable and positive in their approach to work.
• An enthusiastic and motivated individual who strives to succeed.

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families. Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers. We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services. We are Committed to Sustainability and we take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.