Service Desk Analyst jobs in United Kingdom

Hours: Full time, Mon–Friday 8.00 am – 5 pm
Salary: £25,522 a year + Benefits
Location: Eastbourne – Free parking

We are currently looking for a full time Customer Service Administrator to join the team within our East Sussex Wheelchair Service centre based in Eastbourne. Day to day you will handle calls from our service users, family members and healthcare professionals acting as the first point of contact for any queries or orders regarding our community healthcare equipment.

As a wheelchair provider, Ross Care, work in partnership with the NHS to supply the necessary equipment to support people in their day to day life which can make a significant impact in giving people the confidence to live more independently.

• Communication – Responsible for answering daily calls and emails in a courteous/friendly manner.
• Communicating any issues with orders to the customer service supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases.
• Scheduling/Entering/Monitoring of Orders – Responsible for entering orders immediately onto the computer system in an effective manner when the order is received via a user, carer or family or from a prescriber. Responsible for making contact with service users and agreeing suitable delivery/collection/service time.
• Responsible for scheduling, updating and closing the orders within set time frames.
• Appointments – To assist with the arrangement of booking appointments with the clients, next of kin, carers, suppliers.
• Queries/Enquiries – Responsible for dealing with all queries from prescribers, service users, carers and colleagues.
• Administration – Responsible for the daily efficient running and accounting of all administrative operational systems within the repair and clinical areas of the customer service.
• Hardware – Ensure that the IT equipment is maintained and functional. Responsible for the safekeeping of your own computer.
• General – Responsible for helping out in required area of the 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, stay calm and professional at all times
• Perform duties according to all Company policies, procedures and instructions.

This job description shall not limit your role; you will also be expected to carry out any other duties that your supervisor or 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 and may be subject to change as the role develops.

• Strong experience within a similar busy and fast paced environment with telephone customer service experience being beneficial
• Excellent communication skills and ability to empathise. Calm under pressure.
• Previous administration and diary management experience is advantageous
• Professional and confident manner over the telephone and via email.
• Good attention to detail, accuracy and be able to multitask.
• Competent IT skills with an ability to learn new systems
• Qualified to GCSE level or equivalent
• An enthusiastic, motivated, positive and approachable individual who strives to succeed.

• Permanent, full-time contract after probationary period (6 months)
• 25 days holiday FTE, (plus Bank Holidays)
• Company Pension Scheme
• Life Assurance
• Free on-site parking