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Job description

Job description

JOB PURPOSE

Responsible for delivering a friendly, efficient, and effective customer service experience to all our customers, clients, and stakeholders, and to the whole organisation in line with our customer service standards, procedures, and guidelines.

The post holder will be responsible for call handling, processing and managing system data, screening clients, managing appointments, and service information, and ensuring effective administration of information, files and processes. You will be required to communicate professionally and efficiently by telephone, email, SMS and letters.

This role, located in Lifelink contact centre, is critical as first point of contact. This includes rotational reception duties in our venues, so it is therefore critical you always project a positive, vibrant and professional impression to all of our customers, clients and stakeholders.

ROLES AND RESPONSIBILITIES

1. Answering and actioning all incoming calls, e-mails, or online referrals/enquiries in a solutions-based manner to agreed service standards.

2. Resolving enquiries and issues quickly and effectively, taking pride in always delivering the best service.

3. Overseeing outgoing communications to our clients and to our referral partners, ensuring that required notifications, confirmation and correspondence are all actioned in a timely and appropriate manner, and in accordance with agreed processes and procedures.

4. Accurately entering and processing data in our business information systems, validating customer details at each contact as standard and achieving a consistently high level of accuracy in data entered.

5. Using agreed procedures to manage diaries, venues, and appointment availability in the most efficient and effective manner – always implementing actions to a close and updating systems accordingly.

6. Pro-actively and professionally working with therapists, managers, and other internal stakeholders to allocate client appointments in a solution focused manner, and in a way that minimises wait time for clients accessing our services.

7. Undertaking any other clerical and administrative tasks as required in an accurate and timely manner given your workload, agreeing timelines and standards beforehand – including providing cover for other team members as required.

8. Contributing to development projects to ensure the customer service team role is represented and embedded in any new developments or service enhancements.

9. Supporting business growth by assisting with outbound calls and campaigns related to new business opportunities when required.

10. Attending and fully participating in team meetings, training, company events and performance management and support meetings.

11. Developing and maintaining positive working relationships with our clients, our partners, and with staff and service users in other agencies, positively and proactively always representing Lifelink.

12. Contributing to and participating in the development and marketing of Lifelink services.

13. Adhering to Lifelink policies and procedures, and in particular Child Protection, Confidentiality and Vulnerable Adults, always.

14. Achievement of relevant KPIs and objectives defined as appropriate to the role, and proactively participating in the Company’s’ annual appraisal process.

15. Sharing knowledge and ideas with colleagues, supporting new team members when required.

16. Performing other related duties as required and/or assigned by your manager.

17. Providing support to counsellors and other staff on use of our CRM and appointment / diary management systems as well as other administration processes.

18. Contributing to data integrity, and other data cleansing and management tasks and processes.

KEY BEHAVIOURS

1. BE Proactive…. Do not wait for it to happen, make it happen.

2. BE Open and honest… your reputation is everything.

3. BE Reliable… make good on all your promises.

4. BE Equitable…. Be fair with everyone.

5. BE a Team Player, working together to achieve goals.

6. Listen… to all staff and feedback your understanding of their, thoughts, needs and concerns.

7. Innovate like an entrepreneur…. Work like it is your business, your money, your staff and your customers.

Think Growth, Quality and above all community.

The successful candidates will:

· Have a minimum of 3 standard grades (or equivalent) at credit level, to include English and Maths. Preference will be given to candidates holding an SVQ Level 2 or higher in Customer Services, Business Administration or related discipline, but consideration will be given to those with equivalent relevant experience.

· Have exceptional verbal and written communication skills, able to communicate confidently with a broad range of stakeholders, using varying personal styles, in an effective professional manner by telephone, letter and email.

· Possess excellent administration skills, including fast and accurate keyboard skills and an understanding of the importance of record keeping

· Be proficient in using standard range of office equipment, business support IT hardware and software (ideally Office 365 suite, databases and be willing to undertake training in use of bespoke systems – experience in using MS Dynamics would be a distinct advantage)

· Have sound knowledge of the Data Protection Act 2018 and GDPR, with a commitment to the highest standards of confidentiality

· Be able to build effective and engaging relationships and work collaboratively, with a willingness to learn and develop

· Be personally resilient, reliable and assertive

· Work flexibly, in response to changing organisational requirements

Your desire to make a difference to people’s lives means you will thrive in a fast paced and performance driven environment. Lifelink is committed to equality and diversity in the workplace and you will be joining an established and well-respected organisation, successfully delivering services across Glasgow City for the last 25 years.

People are our business and our greatest asset. If you think you possess the values, determination and flexibility required we would be delighted to hear from you.

The posts offer a competitive salary and a host of benefits including up to 31 days annual leave (pro rata), up to 6 public holidays (pro rata), people-friendly arrangements and contributory pension scheme. Application packs are available from our website at https://www.lifelink.org.uk/get-involved/work-with-us/

Job Types: Full time, Permanent

Salary: £19,838.00-£22,000.00 per year

Job Types: Full-time, Permanent

Salary: £19,838.00-£22,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• Free parking
• On-site parking
• Referral programme
• Sick pay

Schedule:

• Day shift

Work Location: In person

Application deadline: 25/06/2023
Expected start date: 17/07/2023