Customer Support Administrator

5 months ago

Leeds, United Kingdom Leeds Community Healthcare NHS Trust Full time

The Administrator Role supports the provision of efficient and effective administrative services to the organisation in order to meet identified business needs. This role is often the first point of contact into a service and may involve a range of tasks including providing a reception service, meeting and greeting visitors to the building and undertaking a range of administrative services e.g. dealing with post and parcels, replenishing/ordering stock, record keeping, referral management, booking appointments, signposting appropriately. The post holder will be a team player and will actively contribute to continuous service improvement activities, including the maintenance and improvement of quality to ensure that services are delivered with customer focus.

Key result areas 1. Responsibility for communication and relationships Provide excellent customer service during face to face/telephone reception service using verbal and written communication to liaise with staff, directorates, the public, patients and visitors. Deal with queries, either via telephone, face to face or electronically, promptly and efficiently to ensure that an accurate and quality information. Service is provided to staff and visitors.

Gather information from a range of relevant internal and external sources to inform own work e.g. stationery and/or office machinery supplier information. Proactively contribute to the work of the whole team. Seek help when needed in order to complete own work effectively.

Be open to taking on different roles. The post holder will engage with a range of stakeholders both internal and external which may vary dependent on role. 2. Responsibility for analysis and judgement Follow instructions given to resolve issues for incidents reported from a variety of sources.

Identify issues and escalate for resolution, assisting services with stock control/ordering, rearranging/cancelling appointments. Problem solving/fact finding where there is more than one straight forward choice of options. Assess issues/problems and determine the best course of action and provide options to Supervisor for approval, for example in the event of equipment failure or similar circumstances. 3.

Responsibility for planning and organisation Schedule own day-to-day work/ tasks to meet service demands. Be willing to work flexibly and provide support and cover for colleagues as required. Provide support to the service/services in relation to scheduling and completion of tasks. Provide an efficient and effective reception function (as determined by assignment).

Work in an organised manner using own knowledge to deliver tasks on time and to agreed quality standards. Take responsibility of quality of own work and keep the team informed of how it is progressing.

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