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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
- Triage all service requests by proactively reaching out to clients by phone and email, championing their needs within the charity to ensure they are referred on to the most appropriate service
- 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
- Maintaining confidential information on our CRM system and using other office software applications is an important part of this role
- Undertake occasional client surveys and record client feedback
- Respond appropriately to email enquiries
- 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?
- Significant experience of working in a client or customer services environment with regular email and phone contact with service users
- 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 with excellent attention to detail
- Works well with others demonstrating enthusiasm and helpfulness
- Builds positive relationships by being a good listener and getting to know people by establishing a connection
- Should take pride in cleanliness, be of smart appearance and have a confident manner
- Takes ownership for work, accepts direction, and works efficiently to meet deadlines
- Develops job knowledge and skills through personal development
- Looks after own health and fitness
- Is honest, courteous, and trustworthy in relation to the charity, colleagues, and customers
If you don’t have previous charity or sight loss experience, not to worry as we can provide you with all the training and support that you need to be successful. There is huge internal support through our induction processes and there are dedicated employees taking care of our support services for you to signpost someone onto.
At iSightCornwall, we care passionately about helping anyone living with a visual impairment and have done ever since our foundation in 1856 when the charity supported Cornish miners. We are the first centre of resource for all in Cornwall and the Isles of Scilly who are affected by sight loss, whatever their age, circumstance, or condition. We are ready and willing to afford them support and encouragement to lead active, independent, and involved lives, at home, in the workplace, in their education, and by no means least, in their social lives.
iSightCornwall as an employer
iSightCornwall is proud to be Cornwall’s award-winning sight loss charity. You will be joining a team who are ambitious and crave job satisfaction. You will be fully supported and encouraged to grow and develop your skills to build a long-lasting career with us.
Salary: £23,000 per year
Job Types: Full-time, Permanent
Schedule:
- Monday to Friday 9.00am – 4.30pm (30 mins lunch break)
- No weekends
Job Types: Full-time, Permanent
Salary: £23,000.00 per year
Benefits:
- Additional leave
- Company pension
- Life insurance
- Sick pay
Schedule:
- Monday to Friday
- No weekends
Work Location: In person
Application deadline: 29/09/2023
Reference ID: CSA1808
