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Call Coordinator

2 months ago

Dewsbury, Kirklees, United Kingdom Reed Full time
About the Role

We are seeking a highly skilled and experienced Call Coordinator to join our team on a permanent basis. As a key member of our support team, you will be responsible for providing exceptional customer service and support to our clients.

Key Responsibilities
  • Manage Inquiries: Respond to and resolve customer inquiries in a timely and professional manner.
  • Coordinate Communication: Ensure accurate and timely transmission of messages within the organisation.
  • Provide Information: Inform clients about the full range of services offered, providing low-level advocacy support and guiding them to relevant resources.
  • Process Referrals: Process referrals into services according to organisational procedures and specified timelines.
  • Develop Information Systems: Contribute to the development and maintenance of information systems, including the Lamplight case recording system.
  • Maintain Information Library: Develop and maintain an accessible information library, both internally and externally.
  • Support Staff: Support staff working in the community, aligned with the organisation's lone working policy.
  • Establish Relationships: Establish and maintain strong working relationships with various internal and external contacts.
  • Gather Feedback: Gather feedback from stakeholders through quality surveys and assessments of customer experience.
  • Commit to Values: Demonstrate commitment to the organisation's values and mission by delivering the highest level of service.
  • Engage in Team Activities: Engage in team meetings, supervision, and training as required.
  • Support Projects: Support projects and services by undertaking short-term or one-off tasks, including research.
  • Ensure Compliance: Ensure understanding and compliance with health and safety regulations within the team.
Requirements
  • Customer Service Experience: Experience in delivering a high standard of customer service as part of a team.
  • Confidentiality: Experience working with confidential information in line with data protection requirements (GDPR).
  • IT Skills: Proficiency in Microsoft Office 365 and strong IT skills.
  • Communication Skills: Effective communication skills, with the ability to take accurate details and navigate computer-based information.
  • Prioritisation: Ability to prioritise and complete varied and multiple enquiries without continuous supervision.
  • Pressure Management: Capability to work calmly under pressure and maintain a helpful and positive attitude in a busy environment.
  • Service Delivery: Commitment to developing and continually improving service delivery.
  • Record Keeping: Competence in keeping up-to-date, accurate, and accessible records.
  • Reflection and Learning: Ability to reflect on and learn from experience, using supervision and peer support effectively.
  • Workload Management: Ability to manage and prioritise a complex and varied workload.
  • Safeguarding: Awareness of safeguarding issues and the ability to report on them.
  • Self-Motivation: Self-motivation and the ability to work under own initiative.
  • Flexibility: A flexible and positive approach, working ethically and honestly.