Client Services Assistant

7 months ago

Truro, United Kingdom iSightCornwall Full time

**Client Services Assistant**

We are looking for a Client Services Assistant to join our customer service team.

**What can you expect from the role?**

This role would be suited to someone who has had previous experience of working within an office service environment and has excellent organisational and interpersonal skills. You will need to have excellent listening skills and the ability to give advice and information to others in a way that is caring and shows empathy.

You will be a key point of contact for clients and health and care professionals in devising the best eye care pathway through our services which include supporting reception duties and the administration of the eye clinic liaison service.

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.

iSightCornwall has a supportive and collaborative team culture. You will work alongside talented and passionate individuals who share a common goal.

Reporting to the Customer Service Manager, the Client Services Assistant’s main duties and responsibilities will include:

- Act in a way which seeks to build up trust with clients, their personal network and all the charity’s stakeholders and supporters
- Receive all referrals, register new clients as appropriate through proper usage of our Dynamics CRM system, and making amendments as advised
- Support the most vulnerable clients with the administration of specific welfare support e.g. Household Support Grant, Blue Badge, Access to Work scheme
- Answer incoming telephone calls actioning the callers’ requests or referring them to the appropriate person
- Manage reception on Monday’s taking calls and ensuring a good welcome to drop-in visitors. Demonstrating equipment when required and taking payment for services and products
- Support the administration of the eye clinic liaison adviser with the coordination of client appointments and the administration of the certificate of visual impairment and registration
- Be a source of advice and ‘help-desk’, responding with knowledge or offer to find out more and respond back

**What we need from you?**
- Able to work in a team environment, focussed and professional in approach
- Ability to be able to ‘think on one’s feet’ being able to respond to a wide variety of enquiries, requests, and situations
- To show creative thinking, using initiative and exploring options for clients’ needs
- Be prepared to deliver the highest levels of customer service
- To be able to work consistently and collaboratively to agreed goals
- Able to work independently without routine supervision
- Be outgoing, socially confident, and emotionally controlled
- Will have a positive attitude as well as being friendly and approachable

**Essential skills**
- Excellent time and work management skills
- Have sound working knowledge of Microsoft Word, Excel, and Outlook including the use of a CRM system
- Excellent attention to detail
- Flexible and adaptable
- Previous experience in a client / customer/ stakeholder / patient service environment
- Excellent organisational and interpersonal skills

**Experience**
- Microsoft Office: 2 years (required)
- Speaking with clients on the telephone: 1 year (required)
- Office work and business support duties: 1 year (required)
- Working in a team environment: 1 year (required)
- Working in an office environment: 2 years (required)
- Data entry: 1 year (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 charity, colleagues, and customers

If you don’t have previous 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. There is huge internal support through our induction processes and there are dedicated employees taking care of our support services for you to signpost someone onto.

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, whatever their age, circumstance, or condition. We are ready and willing to afford them support and encourageme

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