Customer Service Advisor

Reporting to the Registered Branch Manager, the Customer Service Support is the first point of contact into Allied Healthcare Reablement Service and provides high level administration support to the service. Responding to customer referrals (via e-mail, phone, and fax), answer incoming calls from customers to answer enquiries and questions, handle complaints, troubleshoot problems and provide information.
Role & Responsibilities
 Provide a first point of contact to key stakeholders and partners. Providing an excellent customer experience, in line with corporate policy.
 Maintain, develop and apply knowledge of the relevant product/ process area in order to respond to queries and requests from callers.
 Signpost accurately to other organisations, where required, recording enquires for collation and review of potential business opportunities.
 Provide professional and customer friendly service to all customers and deliver a consistent level of service.
 Resolve a high percentage of customer enquiries on first contact.
 Respond to and process incoming customer referrals in line with agreed contractual obligations, ensuring staffing capacity available to support customer.
 Assign appropriate assessors to perform an initial assessment of customer’s requirements.
 Provide feedback to management on the quality of calls and suggest ways to improve the customer experience.
 Maximise opportunities over the phone by cross selling and upselling.
 Achieve call handling targets and standards.
 Taking payment for equipment sales over the telephone.
 Maintain an effective system of recording and retrieving statistical information on all aspects of work carried out by the team to deliver to the Performance team to generate accurate MI reports.
 Responsible for all administrative tasks on behalf of the service.
 Accurately input equipment requests onto an in-house IT system in a timely manner.
 Ordering, invoicing and receipt of goods / provisions for the reablement service as directed.
 Must be able to work flexible hours, including evenings and weekends as necessary.
Core Skills & Competencies
 Effective Communication Skills.
 Generates and maintains Customer Relationships.
 Collaborative Working.
 Results Driven.

Qualifications & Experience
Essential
 Previous Customer Care Service experience.
 Experience of administrative work in an office environment.
 Excellent written and verbal communication skills.
 Confidence to deal with a variety of customer situations.
 Good IT skills.
 Problem solving and decision making skills.
 Accuracy / Attention to detail.
Desirable
 Knowledge of the Social Care sector.
 Experience of working within a regulatory environment.
 Experience of working in a changeable environment.