East TEC Customer Service Advisor - position in East TEC East SouthEast BN

At Livity Life, we’re leading the Technology Enabled Care (TEC) revolution. Using the most innovative technology and cutting-edge digital tools. We deliver a transformational service that challenges norms and delivers the very best care experience.

To help to create an efficient and effective, friendly and courteous day to day customer service/order processing department. To support stock selection and management when required to ensure orders can be processed quickly and effectively.

Main Duties and Responsibilities

• Order Analysis – Responsible for checking and identifying any errors made by the prescriber for the online orders. Responsible for reporting these errors daily and/or rectifying prior to manifesting the order to CARES, the computer system.
• Entering of Orders – Responsible for entering orders immediately onto the computer system in an effective and timely manner if not received directly via CARES.
• Scheduling of Orders – Responsible for making contact with service users’ and agreeing a convenient delivery/collection/service/test time. Responsible for scheduling and manifesting orders within set time frames.
• Routing – Responsible for organising the daily dispatch print runs for the service centre. Responsible for ensuring these routes are passed to the appropriate department within time scales set.
• Communication – Responsible for answering daily calls in a courteous/friendly manner. Responsible for communicating any issues with orders to the customer service supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases.
• Queries/Enquires – Responsible for dealing with all queries and enquires from prescribers, service users, carers and service centre staff.
• Administration – Responsible for the daily efficient running and accounting of all administrative operational systems within the clerical area of the service; all in line with Millbrook procedures.
• Stock Management – in the absence of the Warehouse Operative, to manage selecting appropriate stock for technicians enabling them to fulfil scheduled orders, to produce job routes for technicians and to ensure stock is recorded and maintained accurately and effectively.
• General – Responsible for helping out in any area of the service centre and ensuring calls are handled in a timely and effective manner. You will be assigned to specific areas or tasks associated with customer service either on a permanent or temporary basis. Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.
• Stock check – to assist with the annual stock checks, as required.
• Telephone Assessments – Subject to acceptance by the service Commissioners:
  Carry out telephone assisted self-assessments with service users, using set assessment algorithms developed by Millbrook’s occupational therapist. You will also be expected to work in close liaison with the Trusted Assessor Driver/Technician to ensure that service users receive quality and responsive services. Demonstrate willingness to be trained in this area with your customer service supervisor.

Perform duties according to all Company policies, procedures and instructions

Experience

• Excellent communication skills are required to interact with internal staff, prescribers and service users
• Must be able to work off their own initiative as well as part of a team
• Computer literate with a good working knowledge of Word and Excel
• Excellent telephone manner
• Excellent organisational skills with a good eye for detail
• Flexible, adaptable and positive in their approach to work

Skills and Knowledge

Previous experience within a busy customer service department

Previous experience of administration,…