This is a great opportunity to join Leeds's only Independent Home Improvement Agency. We support clients in the city who are elderly,, disabled and vulnerable and work closely with Leeds City Council , Public Health and a number of NHS departments to provide a large variety of interventions which keep our clients, safe, warm and independent in their own home. The role is to cover for absence due to ill health but could lead to a permanent position for the right candidate, funding permitting. We are looking for someone who is passionate about helping others, who has sound admin and customer service experience , including taking and making phone calls and using systems such as excel, word and PowerPoint. Adaptability, flexibility and a good sense of humour are key, as it the ability to work well within the current team.
Please send us your CV, after which, we will send you an application form to complete and return.
Job Summary
To work as part of the busy Customer Service administrative team whose remit is to be the first point of contact for all enquiries and referrals received by Care & Repair, including enquiries for our Home Plus (Leeds) service and the Technical service; providing advice and information; managing and processing all referrals appropriately and supporting in the Client Feedback process. To provide high quality administrative support to all departments to ensure that all services operate smoothly and efficiently. To ensure an excellent standard of customer service is achieved and that customer contact is maintained until each client case is closed.
Responsibilities
1. Work as part of the team responsible for receiving all incoming calls and face-to-face callers to the office, being part of the reception service on a rota basis, providing a professional and polite response at all times.
2. Deal with face to face and telephone enquiries, providing advice and information, interrogating the CRM system as necessary, and directing calls to other colleagues where required.
3. Accurately input referrals for services onto the CRM system, ensuring that all key information such as referral source is recorded. Update with notes as necessary and esacalate if issues arise.
4. Allocate Home Plus client referrals to the partner organisations and other relevant organisations.
5. Allocate jobs to contractors, liaising with the referrer and contractors via telephone and email as necessary and keeping the client informed.
6. Support on the Square payment process for payments for projects and on contrcator invoice management when required.
7. Provide general administrative support to all departments, including finance and the Technical department.
8. Support the Client feedback process as required.
9. Participate in all available training for CRM and telephone systems to ensure that best results are achieved at all times.
10. Attend all meetings relevant to supporting the Home Plus (Leeds) Service, as well as staff meetings and departmental meetings.
11. Support and embrace the continuous development and improvement of administrative processes and systems to enable colleagues to manage workloads to maximum efficiency and provide excellent customer service.
Person Specification
Essential
· Extensive experience of dealing with telephone enquiries and customer facing duties
· Ability to record information accurately, concisely and in a timely manner
· Excellent telephone manner
· Excellent listening and communication skills
· Caring and compassionate approach to customer service
· Experience of providing administrative assistance in an office environment
· Proficient with Microsoft Office programmes, including Word, Excel, and Customer Relationship Management (CRM) databases
· Flexible and adaptable
· Ability to plan and prioritise tasks effectively
· Highly organised and self-motivated person who can efficiently and effectively manage a wide variety of tasks and objectives
· Ability to manage relationships at all levels and to sustain teamwork approaches
· Knowledge and understanding of General Data Protection Regulations 2018 requirements in handling confidential information
· Commitment to Care & Repair’s Equal Opportunities Policy
Knowledge and understanding of Safeguarding policy and procedures
Desireable
· Experience of working with older, disabled and vulnerable people
· Ability to collate, analyse and report on data
Ability to speak other languages
Pay: From £15,000.00 per year
Benefits:
- Free parking
- On-site parking
Application question(s):
- Experience of answering incoming telephone calls and making external calls to clients
- Experience of dealing with clients face to face
Experience:
- Administrative : 1 year (required)
Work Location: In person
