Client Services Assistant

**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.

We look to recruit people to join our team who share our values and goals and who are keen to make a difference by joining our dynamic charity. The qualities we hope for in you will be your ability to relate to people effortlessly and you will be motivated by a keen interest in the welfare of others. Your professional integrity, good sense of humour and excellent interpersonal skills are complimented by your caring and courteous manner. Your naturally positive personality will relish this diverse role.

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
- Liaise as required with partners e.g. Cornwall Council, NHS and Treliske hospital eye clinic, community eye care professionals by responding to their enquiries and advising them of our services and how best to work together in the interests of clients
- 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
- Take orders for resources and services, donations, and/or payments through the variety of options currently available
- Be a source of advice and ‘help-desk’, responding with knowledge or offer to find out more and respond back
- Undertake occasional client surveys and record client feedback
- Be responsible for the general tidiness, filing and appearance of the client services
- Carry out tasks normally carried out by other members of the team in their absence
- Such other duties as may be reasonably required to ensure the smooth running of client services
- Undertake administrative tasks required to support the team in its project and development activities

**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 w