Job description

Job responsibilities

Job Description:

The role involves providing high-quality administrative support to the staff and Trustees of William Merritt Centre, with an emphasis on call handling and data entry tasks.

Key Responsibilities:

Telephone Support:

• Handle enquiries from clients, carers, suppliers, and healthcare professionals.
• Answer queries professionally, demonstrating an in-depth knowledge of William Merritt Centre services.
• Commitment to on-going learning and self-development, staying updated with service and process changes.
• Exercise judgement in identifying the need for clients to speak with a therapist/assessor and to make appropriate arrangements.
• Signposting to other organisations when appropriate.

Data Entry & CRM Support:

• Enter and update data accurately into the CRM system.
• Support colleagues with data entry, ensuring referrals are correctly recorded, and system status is updated.

Appointment Management:

• Arrange and document appointments for service users.
• Maintain up-to-date calendars and ensure all relevant documentation is prepared for appointments.
• Manage booking lists and communicate with clients via phone, email, or post.

Administrative Duties:

• Maintain electronic filing systems, update databases, and produce reports, spreadsheets, and documents using software such as Excel, Word, and PowerPoint.
• Assist with mail handling, photocopying, and filing tasks.

Support for Staff & Services:

• Assist with the distribution of information and ensure adequate literature is available.
• To ensure the training room is correctly laid out for each training course delivery including catering trolley and IT equipment when requested.

Reception:

• Occasionally to act as the first point of contact at the Leeds Main Centre, providing reception services and informing relevant staff of client arrivals.

Workload Management:

• Manage your own workload, prioritising tasks and deadlines.
• Demonstrate initiative, flexibility, and professionalism in service delivery.
• Action daily tasks and ensure every opportunity is taken to progress assessment referrals towards booking and completion.

Contribution to the success of William Merritt Centre:

• Demonstrate the ability to liaise with staff from varying disciplines.
• Participate in team and whole staff meetings and discussions to identify areas for improvement to service delivery.

Skills & Attributes:

• Ability to empathise and show patience with all service users
• Excellent telephone communication skills
• Strong data entry and organisational abilities
• Proficient with CRM systems, MS Office (Excel, Word, PowerPoint, Outlook)
• Ability to handle enquiries professionally and manage appointments efficiently
• Flexibility to adapt to changing priorities
• High standard of professionalism and attention to detail

Job responsibilities

Job Description:

The role involves providing high-quality administrative support to the staff and Trustees of William Merritt Centre, with an emphasis on call handling and data entry tasks.

Key Responsibilities:

Telephone Support:

• Handle enquiries from clients, carers, suppliers, and healthcare professionals.
• Answer queries professionally, demonstrating an in-depth knowledge of William Merritt Centre services.
• Commitment to on-going learning and self-development, staying updated with service and process changes.
• Exercise judgement in identifying the need for clients to speak with a therapist/assessor and to make appropriate arrangements.
• Signposting to other organisations when appropriate.

Data Entry & CRM Support:

• Enter and update data accurately into the CRM system.
• Support colleagues with data entry, ensuring referrals are correctly recorded, and system status is updated.

Appointment Management:

• Arrange and document appointments for service users.
• Maintain up-to-date calendars and ensure all relevant documentation is prepared for appointments.
• Manage booking lists and communicate with clients via phone, email, or post.

Administrative Duties:

• Maintain electronic filing systems, update databases, and produce reports, spreadsheets, and documents using software such as Excel, Word, and PowerPoint.
• Assist with mail handling, photocopying, and filing tasks.

Support for Staff & Services:

• Assist with the distribution of information and ensure adequate literature is available.
• To ensure the training room is correctly laid out for each training course delivery including catering trolley and IT equipment when requested.

Reception:

• Occasionally to act as the first point of contact at the Leeds Main Centre, providing reception services and informing relevant staff of client arrivals.

Workload Management:

• Manage your own workload, prioritising tasks and deadlines.
• Demonstrate initiative, flexibility, and professionalism in service delivery.
• Action daily tasks and ensure every opportunity is taken to progress assessment referrals towards booking and completion.

Contribution to the success of William Merritt Centre:

• Demonstrate the ability to liaise with staff from varying disciplines.
• Participate in team and whole staff meetings and discussions to identify areas for improvement to service delivery.

Skills & Attributes:

• Ability to empathise and show patience with all service users
• Excellent telephone communication skills
• Strong data entry and organisational abilities
• Proficient with CRM systems, MS Office (Excel, Word, PowerPoint, Outlook)
• Ability to handle enquiries professionally and manage appointments efficiently
• Flexibility to adapt to changing priorities
• High standard of professionalism and attention to detail

Person Specification

Experience

Essential

• Previous administration experience (E)
• Good MS Outlook knowledge (E)
• Good MS Office skills including word, excel and outlook programmes (E)
• Experience in the use of CRM database (E)
• Experience of call handling in a busy office environment (E)
• Experience in use of Internet (E)

Desirable

• Experience in composing own correspondence (D)
• Experience of working in the voluntary sector (D)
• Personal experience of disability (D)
• Experience of producing minutes for meetings (D)
• Practical Driving Knowledge (D)

Skills and Abilities

Essential

• Smartly presented
• Confident, positive and friendly approach
• High standard of professionalism and attention to detail
• Ability to empathise and show patience with all service users, sensitive to the needs of people with disabilities
• Excellent telephone communication skills
• Excellent IT skills (CRM systems, Excel, Word, PowerPoint, Outlook) including ability to respond to new IT initiatives
• Strong data entry and organisational abilities
• Ability to handle enquiries professionally and manage appointments efficiently
• Flexibility to adapt to changing priorities

Qualifications

Essential

• Demonstrate high level of keyboard skills and ability (E)

Desirable

• A Level, or equivalent (D)
• Customer service and administration qualifications (D)

Experience

Essential

• Previous administration experience (E)
• Good MS Outlook knowledge (E)
• Good MS Office skills including word, excel and outlook programmes (E)
• Experience in the use of CRM database (E)
• Experience of call handling in a busy office environment (E)
• Experience in use of Internet (E)

Desirable

• Experience in composing own correspondence (D)
• Experience of working in the voluntary sector (D)
• Personal experience of disability (D)
• Experience of producing minutes for meetings (D)
• Practical Driving Knowledge (D)

Skills and Abilities

Essential

• Smartly presented
• Confident, positive and friendly approach
• High standard of professionalism and attention to detail
• Ability to empathise and show patience with all service users, sensitive to the needs of people with disabilities
• Excellent telephone communication skills
• Excellent IT skills (CRM systems, Excel, Word, PowerPoint, Outlook) including ability to respond to new IT initiatives
• Strong data entry and organisational abilities
• Ability to handle enquiries professionally and manage appointments efficiently
• Flexibility to adapt to changing priorities

Qualifications

Essential

• Demonstrate high level of keyboard skills and ability (E)

Desirable

• A Level, or equivalent (D)
• Customer service and administration qualifications (D)

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

William Merritt Disabled Living Centre

Address

Aire House

100 Town Street, Rodley

Leeds

West Yorkshire

LS13 1HP

Employer's website

https://www.wmdlc.org (Opens in a new tab)