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Brook Street; Hempstalls; On-site; GBP 21,000 - 27,000; Full time

Job summary

Brook Street is seeking an administrator to provide essential support for hearing-related services. You will handle face-to-face and written correspondence, signpost users to appropriate support, and maintain accurate records while following established policies.

The role requires strong customer service skills, discretion with sensitive information and a proactive, organized approach to meeting performance targets in a busy environment.

Qualifications

• Strong customer service focus and clear communication.
• Ability to handle sensitive information and follow procedures.
• Proactive, organized approach with targets and standards.
• Comfort communicating with users with complex needs.

Responsibilities

• Prepare, facilitate and complete administrative tasks linked to hearing support.
• Respond to queries face-to-face, by phone, and in writing.
• Signpost to support using service scripts and knowledge articles.
• Follow complaints procedures and maintain records to prevent escalation.
• Process work using standard operating procedures to meet targets.

Skills

Customer service

Communication

Organization

Data privacy

Tools

MS Word

MS Excel

Job description

If you enjoy supporting people through important moments, this is a role where your clarity, professionalism and calm approach really matter. You'll provide practical administrative and customer service support to help enable access to justice-through face-to-face conversations, phone contact and written correspondence.

What you'll be doing:

• Prepare, facilitate and complete administrative tasks linked to hearing support
• Support users and stakeholders by responding to queries through face to face, incoming/outbound calls, and correspondence in a range of formats
• Use service scripts and knowledge articles to signpost to the right support and provide clear, specific information (including for users with complex needs)
• Follow complaints policies and procedures, helping prevent escalation with timely responses and updating records as required
• Process work via standard operating procedures to meet performance targets and maintain service standards
• Handle case files with accurate data entry, secure information management, and compliance with retention/data loss protocols
• Support jury service tasks (selection, deferral, reassignment, attendance tracking) plus processing related expenses and court fees
• Assist with listing and scheduling, responding to urgent matters and adhering to listing policies
• Support enforcement procedures, including financial assessments, fine collection assistance and basic statistical/financial reporting
• Contribute to health and safety operations (PEEPs, facility checks, issue logging and key/safety governance under team leader guidance)

What you'll bring:

• Strong customer service focus, with confidence communicating clearly and consistently
• Ability to handle sensitive information accurately and follow procedures
• A proactive, organised approach-comfortable working to targets and maintaining service standards
• Reassurance-giving communication skills when supporting users with complex needs
• Willingness to follow policies and elevate appropriately when required

Additional information:

• You'll also support operational needs including diary coordination and administrative tasks as locally required

If you're successful in your application a Basic DBS will be required as part of the on-boarding checks with Brook Street.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interestand state the role that you are interested in.We arecommitted to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.