Location: home based in and around Argyll & Bute

Reports to: Service Delivery Manager

Salary: £24,000

Working hours: Full time (36 hours per week with full flexibility)

Benefits: Pension scheme, flexible working

Job purpose:

The Customer Service Administrator serves as the primary contact for BWBF beneficiaries, handling phone, email, and message communications. This role involves providing comprehensive support, managing referrals, inputting data into the CRM system, and ensuring the efficient operation of service delivery in collaboration with the Service Delivery Manager.

Key Responsibilities

1. Beneficiary and Referral Management

• Act as the main point of contact for all incoming beneficiary communications, including phone calls and emails.
• Oversee daily communications related to equipment queries and referrals.
• Manage and maintain effective relationships with all referrers and partners.
• Coordinate and handle the management of referrals to ensure timely service delivery.
• Assist in researching new audio solutions and tools for individuals with sight loss.
• Collaborate with the Service Delivery Manager to monitor referral trends, providing monthly reports on referral patterns and equipment distribution.
• Recruit and coordinate volunteers to support the Service Delivery Department.

2. Administrative and Data Management

• Maintain accurate and confidential records by inputting beneficiary information into the CRM system.
• Generate reports, manage data collection, and ensure data protection compliance in line with BWBF policies.
• Respond efficiently to data requests and liaise with the Service Delivery Manager to align on service strategies.

3. Health and Safety Compliance

• Follow all health and safety regulations, adhering to the Health and Safety at Work Act requirements.

4. Event Representation

• Represent BWBF at relevant events, exhibitions, and promotional activities as needed.

5. Additional Duties

• Provide ad hoc support to the Service Delivery Manager and undertake other duties as required to meet departmental goals.

Person Specification

Essential Requirements

• Proficiency in Microsoft Office Suite:
  • MS Word: Expert in mail merges, report creation, form formatting, and professional document preparation.
  • MS Excel: Capable of creating reports, formatting data, and presenting findings effectively.
  • MS Outlook: Skilled in managing emails, sending e-shots, and coordinating calendars.
• Database Experience: Competent in using CRM systems and generating detailed reports.
• Exceptional Communication Skills: Demonstrated ability to communicate patiently and effectively over the phone and in writing.
• Organizational Skills: Proven multitasking abilities and excellent attention to detail, capable of prioritizing tasks independently.

Desirable Experience (not essential)

• Experience Working with People Living with Sight Loss: Familiarity with the unique challenges and needs of individuals with visual impairments.
• Charity Sector Experience: Background in working within a charitable organization.

Attributes

• Enthusiastic and Flexible: A proactive approach to problem-solving and the ability to adapt to varying tasks.
• Professional and Detail-Oriented: High level of accuracy and dedication to upholding BWBF’s standards.
• Independent Worker: Ability to perform tasks with minimal supervision while maintaining collaboration with the broader team.

 

BWBF is an equal-opportunity employer committed to fostering an inclusive environment. We encourage applications from individuals who are passionate about supporting people living with sight loss and contributing to a meaningful cause.

 

Please send your C.V and cover letter to Steven Poole – Service Delivery Manager steven@blind.org.uk and to sarah@blind.org.uk.

Closing date for applications is: Tuesday 26th November 2024 at noon. We reserve the right to close applications early.