Customer Service Assistant

4 weeks ago

Worcester, United Kingdom Worcestershire Association of Carers Full time

**Customer Service Assistant - CV's and Covering Letter Required. CV's only will not be considered**

**Responsible to**: Carer Support Manager

**Place of work**: Worcester Office

**Contract type**: Permanent

**Pay scale**: £21,966 (pro rata for part time hours) pay award pending.

**Hours**: Post 1: 30 hours Monday to Thursday.

Post 2: 30 hours Tuesday to Friday.

**About us**

Worcestershire Association of Carers is a registered charity that was founded in 1997. We act as an independent source of information, advice and support for unpaid carers across the County.

**About the role**
- To be the welcoming “front door” at Worcestershire Association of Carers.
- Be professional, positive and calm, with a can-do attitude for anyone contacting the organisation.
- Provide excellent customer service at all times.
- Provide consistent and accurate administrative and project support across a range of duties.
- Develop and maintain excellent working relationships with internal and external customers, including sub-contractors.

**Specific responsibilities**:

- Work as part of the team to provide consistent coverage of the helplines, navigating people to the correct service to include the Carers Hub.
- Work as part of the team to ensure referrals for all services are screened, are appropriate, within set time scales and are recorded on CharityLog (CRM) and directed to the correct service in a timely manner.
- Work to proactively promote and support carers to access digital resources to enable them to help themselves, including booking virtual appointments with the team and using social media.
- Engage and support carers to book their own training via the website, provide reminders and follow up calls to build confidence and nurture attendance.
- Process all course/training bookings and record these details on CharityLog (CRM) in an accurate and timely manner.
- Support Carers through signposting and referrals to transport, replacement care/sitting services and accessing venues.
- Contribute to service evaluation through the issue and digital recording of responses to evaluation questionnaires.
- Ensure all incoming post is received, processed and digitally scanned to the correct service, and correspondence is issued and actioned on a daily basis.
- Be the backup point of contact for lone workers and act as an Office Responsible Person.
- Process, issue and maintain the Carers Emergency Cards, Worcestershire Association of Carers memberships and Datalink pots.
- Assist in the production and stocking of promotional literature as directed by the Marketing and Communications Lead.
- Manage the room booking system for the office and ensure meeting rooms are prepared for meetings.
- Ensure all office equipment, printers, fax, alarm etc. are accessible and functional and order and maintain stationery & office supplies.
- Work with the Marketing & Communications Lead & Training and Development Manager to undertake mail shots, photocopying and distribution of promotional and course materials as and when required.
- Help and support volunteers working within the Customer Service Team.
- Provide occasional holiday cover on an overtime basis.

**General**
- Be responsible for keeping accurate and appropriate records across all digital platforms. used within the organisation.
- Increase awareness of the needs of carers and promote carer services.
- Act as a support for colleagues and share information, knowledge, and good practice, whist Attend all training, staff meetings and organisational events as required.
- Develop and maintain positive working relationships with colleagues.
- Comply with all organisational and departmental policies and procedures to include internal and external quality assurance processes.
- Understand the importance of UK GDPR and data protection and the level of responsibility required in this role.
- Work within a framework of safeguarding, equal opportunity, and confidentiality.

**Person Specification**
- Good interpersonal skills with a commitment to providing excellent customer service both internally and externally.
- Strong IT skills - e.g. Microsoft Office 365, and aptitude for using bespoke Customer Relationship Management (CRM) programmes.
- Proactive problem solver with a can-do attitude.
- Ability to deal sensitively and calmly with people face to face and on the phone.
- Able to build positive working relationships with colleagues and external partners.
- Good written and verbal communication skills with an eye for detail and ability to present information clearly.
- Strong administrative planning and time management skills, well organised and able to work under pressure, on occasions, to tight deadlines.
- Ability to work as part of a team whilst being proactive and using your own initiative.
- Understanding of and commitment to Equality & Diversity, safeguarding and confidentiality.

**Other information**
- Ability to travel to and from our office location.
- Willing to undert

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