Equipment Customer Service Advisor

WMJobs; Tipton; On-site; GBP 27,000 - 31,000; Full time

Job summary

Sandwell Metropolitan Borough Council is seeking an Equipment Customer Service Advisor to join Joint Equipment Stores in Tipton. You will handle equipment requests, maintain records and deliver responsive customer support in a busy office environment.

Role involves coordinating referrals, processing information accurately and working with Adult Social Care partners to ensure equipment services run smoothly. Comprehensive on-site duties with rota weekends and bank holidays included.

Qualifications

• Experience in a busy office or administrative environment.
• Excellent customer service and communication skills.
• Strong IT skills and experience with databases.
• Knowledge of confidentiality, data protection and safeguarding principles.
• Good organisational skills and ability to manage competing priorities.
• Ability to work effectively as part of a team and build positive relationships.

Responsibilities

• Respond to telephone enquiries and direct requests as appropriate.
• Provide high-quality customer service to service users, carers, health professionals and partner agencies.
• Maintain accurate records and update information on electronic systems and databases.
• Process referrals, requests and service information efficiently and accurately; support delivery of equipment services by following systems and procedures.
• Prepare documentation and ensure records comply with data protection, safeguarding and legislative requirements.
• Collaborate with colleagues across Adult Social Care, Health and partner organisations to support service delivery.

Skills

Customer service

Communication

IT skills

Data protection

Teamwork

Organisation

Confidentiality

Attention to detail

Education

Literacy Level 2

Job description

Sandwell Metropolitan Borough Council,

Job Title: Equipment Customer Service Advisor

Grade/Salary: Band D, SCP 9-17: £27,254- £31,022 per annum

Contract Type: Permanent

Hours: 37 hours per week (service operates 7 days a week, including Bank Holidays). Successful candidates will work on a rota basis, including one weekend every six weeks.

Location: Joint Prevention Stores, Dolton Way, Tipton DY4 9AL

Supporting Independence Through Excellent Customer Service

Are you an organised, customer-focused administrator who thrives in a busy office environment? Do you enjoy helping people and working as part of a team that makes a real difference in the community?

About The Role

As an Equipment Customer Service Advisor, you will provide essential administrative and customer support to the Joint Equipment Stores. You will be the first point of contact for many customers, professionals and partner organisations, helping to coordinate equipment requests and maintain accurate records.

Key Responsibilities

• Responding to telephone enquiries and directing requests appropriately.
• Providing a high-quality customer service to service users, carers, health professionals and partner agencies.
• Maintaining accurate records and updating information on electronic systems and databases.
• Processing referrals, requests and service information efficiently and accurately. Supporting the delivery of equipment services by ensuring systems and procedures are followed.
• Preparing documentation and ensuring records are maintained in line with data protection, safeguarding and legislative requirements.
• Working collaboratively with colleagues across Adult Social Care, Health and partner organisations to support service delivery.

About You

We are looking for someone who can demonstrate:

Essential Requirements

• Experience working in a busy office or administrative environment.
• Excellent customer service and communication skills.
• Strong IT skills, including experience using databases and computerised systems.
• Literacy Level 2 qualification or equivalent.
• Good organisational skills and the ability to manage competing priorities.
• Knowledge of confidentiality, data protection and safeguarding principles.
• The ability to work effectively as part of a team and build positive relationships with colleagues and customers.

We Are Looking For Someone Who Is:

Friendly, approachable and professional. Calm and effective under pressure. Committed to delivering excellent customer outcomes. Accurate and detail-oriented. Flexible and adaptable in a fast-paced environment.

Why Join Us?

Working within Joint Equipment Stores offers the opportunity to contribute to a service that has a direct impact on people's wellbeing and independence. Every referral processed, every enquiry handled and every customer supported helps ensure vital equipment reaches those who need it most.

Values

• One Team - working together to achieve great results.
• Customer Focused - putting residents at the heart of everything we do.
• Inclusive - valuing and respecting diversity.
• Ambitious - continuously improving our services.
• Accountable - delivering on our commitments.

#WeAreSandwell