Customer and Business Support Officer

**Job description**

**Job title: Customer and Business Support Officer**

**Department: Integrated Discharge Team - Medway Maritime Hospital**

**Reporting to: Team Manager**

**Pay rate: Up to £10.66 p/h**

**The role of a Customer and Business Support Officer**:

- To provide a high quality telephony and administration response to internal and external customer requests and enquiries, relating to and supporting a whole range of services provided by the council and Medway Community health care.
- To provide a prompt and accurate response to enquiries through a variety of communication channels. Acting as first point of contact for internal and external customers, taking responsibility for logging requests for services, recording complaints and conducting other e-transactions using a variety of systems.
- To provide a range of administrative duties to support effective service delivery. To allow, where possible, administration and customer enquiries to be dealt with on a ‘one and done’ basis.
- To take notes (or in some cases minutes) at meetings involving colleagues, partners and clients.
- To undertake initial straight-forward rules based assessments and eligibility checks using relevant Council policies and procedures. Ensure accurate information is obtained and recorded to allow queries to be dealt with on a one and done basis or in order to enable specialist teams to deal with complex queries as quickly and effectively as possible.
- To provide cover to other members of the team during periods of sickness, annual leave or unusually high volumes of work to ensure a high quality of service at all times.

**The requirements of a Customer and Business Support Officer**:
**Qualifications**
- Essential_

**Experience**
- Essential_
- Previous demonstrable experience of working in a customer services environment and/or previous demonstrable experience of providing an administrative support service.
- Previous demonstrable experience of telephone and/or face-to-face customer contact
- Demonstrable ability to carry out a range of tasks and understand the procedures associated with them. Ability to use equipment provided and possess the written and numerical skills needed to compile straightforward reports, correspondence, calculations.

**Skills**
- Essential_
- The ability to deal with some work-related pressure, for example from deadlines, interruptions or conflicting demands.
- Dexterity, co-ordination or sensory skills where there is some demand for precision and speed
- Ability to use judgement and creativity to assess situations and solve various straightforward problems and/or develop short term plans
- Ability to use written and oral communication skills to present varied information in an understandable way to a range of audiences. Ability to be polite and courteous when dealing with members of the public.
- Ability to work independently within defined procedures and to use initiative to deal with straightforward situations, referring to line manager for unusual or difficult problems
- Ability to carry out tasks and/or advise on internal procedures, which impact on the health and well-being of people
- Ability to explain straightforward tasks to others, where required
- Ability to accurately handle and process cash/documentation relating to considerable financial amounts (i. e up to £1000 per day)
- A willingness and ability to take minutes at meetings and to produce accurate and timely meeting records/notes.

**Salary**: Up to £10.66 per hour

Schedule:

- Monday to Friday

Work Location: Hybrid remote in GILLINGHAM

Reference ID: TRT0040