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Service Support Assistant

3 months ago

Truro, Cornwall, United Kingdom iSightCornwall Full time

Customer Service Assistant


We are looking for a senior administrator, experienced receptionist or office manager looking for a new role or change of direction.


This is a busy and diverse role that will suit someone who is used to juggling priorities and who enjoys a split between right-first-time administrative duties and personable client contact.


At iSightCornwall, we care passionately about helping anyone living with a visual impairment and have done ever since our foundation in 1856 when the charity supported Cornish miners.

We are the first centre of resource for all in Cornwall and the Isles of Scilly who are affected by sight loss.

We are ready and willing to offer help and support and encouragement to blind and partially sighted to lead active, independent, and involved lives, at home, in the workplace, in their education, and by no means least, in their social lives.


What can you expect from the role?


We are looking to recruit a Customer Service Assistant to join our friendly client services team to provide an efficient and high-quality service to the public, patients, partners and service users of iSightCornwall.


You will handle the day-to-day client administration for the NHS low vision service and be the first point of contact for information and appointments.

You will also provide administrative support to the Eye Clinic Liaison Service, and customer support for other iSightCornwall services as required.


This role would be suited to someone with previous experience of working within an office environment and has excellent organisational and interpersonal skills.

You will need to be patient and be empathetic towards our clients.

You will need to be a good team player as well as act independently.


We are looking for someone who is passionate about making a positive difference within iSightCornwall, a problem solver who enjoys a fast paced and varied working environment.

If you don't have charity or sight loss experience, not to worry as we can provide you with all the training and support that you need to be successful

As Customer Service Assistant, you will:

  • Receive and process referrals
  • Book client appointments, sometimes for multiple services
  • Maintain accurate and current information for Low Vision and ECLO Advisors
  • Manage and maintain low vision stock, including raising of purchase orders and invoices
  • Demonstrate products and dispense replacement equipment
  • Record and report statistical information
  • Prepare and write up client records
  • Carry out low vision clinic followup calls to ascertain client satisfaction
  • Take payments and handle cash
  • Maintain security by following procedures
  • Ensure the clinic area is kept tidy and presentable and always gives a good impression to those visiting the Sight Centre premises
  • Keep informed and up to date about the charity's services and products
  • Ensure confidentiality, security of information, and data protection
  • Process customers' replacements and payments
  • Communicate with outside agencies where required
  • Be willing to take on specific projects as required

What we need from you?

  • Be outgoing, socially confident, and emotionally controlled
  • Will have a positive attitude as well as being friendly and approachable
  • Be resilient, able to multitask, and work independently and flexibly
  • Have sound working knowledge of Microsoft Word, Excel, and Outlook
  • Have recent experience of working as a senior administrator or senior receptionist or personal assistant

Essential skills:

  • Good standard of education to GCSE level or equivalent. English and Maths desirable.
  • Proven working knowledge with Microsoft Office Suite
  • Previous telephone contact with customers not cold call selling
  • Previous experience in a Customer Service environment
  • Excellent organisational and interpersonal skills
  • Ability to work independently and as part of a team
  • Confidence and experience to multitask

Experience:

Microsoft Office: 5 years (required)

  • Speaking with clients/customers on the telephone: 5 years (required)
  • Customer contact administration: 4 years (required)
  • Working in a team environment: 5 years (required)
  • Working in an office environment: 5 years (required)

Education:

  • GCSE or equivalent (required)

Key behaviours

  • With a proactive and positive attitude, working under pressure won't phase you
  • You will be open, honest, and approachable with excellent attention to detail
  • Works well with others demonstrating enthusiasm and helpfulness
  • Builds positive relationships by being a good listener and getting to know people by establishing a connection
  • Should take pride in cleanliness, be of smart appearance and have a confident manner
  • Takes ownership for work, accepts direction, and works efficiently to meet deadlines
  • Develops job knowledge and skills through personal development
  • Looks after own health and fitness
  • Is honest, courteous, and trustworthy in relation to the cha