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Call Handling PA and Receptionist

3 months ago

Colchester, United Kingdom MyRuby Full time

MyRuby provides a personalised telephone reception, virtual PA and diary management service for offices and clinics across the UK, from our office in Colchester.

To our clients MyRuby is an extension of their business - someone they can trust to handle their calls when they are either unavailable or unable to take the call.

Each client is assigned a "Ruby"- their own dedicated Receptionist/PA who will be their first point of telephone contact with the outside world. "Ruby" is responsible for her own group of clients, getting to know them and their team as if she was based alongside them. "Ruby" answers incoming calls on behalf of her clients and handles them in one of the following ways:

  1. Provides the information the caller wants and then passes on the details to her client
  2. Puts the caller through to the relevant contact
  3. Takes a comprehensive message which is forwarded via email, phone or SMS
  4. Accesses online diary systems to book and amend appointments

MyRuby uses a bespoke CMIS (Customer Management Information System) that integrates with the latest telephony to enable calls to be routed to the right Ruby and the company details to be instantly displayed on screen.

To maintain our high standards we need exceptional people to work at MyRuby. The role is fast paced and demanding as we strive to provide the highest quality service to all of our clients. We therefore need committed individuals who care about making an excellent first impression and have a desire to provide outstanding customer service.

We look for people who have a warm and outgoing personality combined with a level of professionalism that meets our exacting standards. As a "Ruby" you will be an essential part of our business and you will be relied upon to maintain great relationships with your clients. You will represent MyRuby to our clients, and you will be representing their customers and patients too. In return for your commitment and enthusiasm, you will be rewarded with an attractive salary and training, a friendly working environment and great benefits including a performance bonus, and treats on your birthday and work anniversaries.

MyRuby only employs team players. Whilst you will have responsibility for your own group of clients, once you have completed your training and probationary period, you will also look after your team's clients when they are not available to take their calls.

In addition to look after a client’s incoming calls, a Ruby’s duties also include:

  • Maintaining and updating client details on our Customer Management Information System
  • Responding to client requests to change their call handling requirements, such as over a holiday period
  • Diary management
  • Ad hoc tasks such as making travel arrangements, managing diaries, internet research

Key Skills & Attributes - Both Office and Medical

  • Excellent telephone manner and speaking voice
  • Attention to detail including grammar and spelling
  • Ability to multi-task
  • Thrive under pressure
  • Competent IT skills - Keyboard, Microsoft Office, Databases
  • Great common sense and initiative
  • Strong organisational and interpersonal skills
  • Good level of education including Maths and English GCSEs
  • Previous experience in an office environment or contact centre
  • PA/Secretarial Skills

Hours: Monday - Friday 8.30am to 5.30pm