Service Support Assistant

We are seeking a Service Support Assistant to provide effective frontline support for a busy student-facing service within the University. As well as working on a reception on a rota basis, the role will involve a range of key admin tasks that support students and the service, including responding to email and phone queries, booking appointments, processing online registrations and self-referral forms and managing a client appointment diary.

This post requires an assured team player who can manage their time and ensure that the service and reception is responsive, meeting the needs of a growing and demanding client base. You will have a flexible, confident and enthusiastic approach to work. Good interpersonal skills and an ability to put people at ease through sensitive verbal and non-verbal communication are essential, as is the ability to work with accuracy, particularly in areas of data processing. Good IT skills are important.

Main duties and responsibilities

• Take ownership of a range of administrative functions performed on a daily basis including processing new client registrations, self-referral forms, answering telephone and email enquiries, text reminders, offering appointments and checking-in attendance of appointments, including reception work on a rotational basis.
• Provide responsive, effective and caring frontline customer care support.
• Efficiently manage and maintain a complex online client appointment diary in order to allow easy access and ongoing support to all new and existing clients.
• Ensure client data is kept securely and managed confidentially in accordance with strict data protection guidelines.
• Input, update and maintain all data in service diaries and databases, ensuring accuracy.
• Put clients at ease by providing an effective service to new and returning clients, who may occasionally be in distress.
• Display a professional and personable attitude regarding client management and communications sent on behalf of the service.
• Minute take at regular staff meetings.
• Complete routine financial administrative tasks such as goods receipting and payment card coding.
• Provide robust gatekeeping to the Service.
• Produce data reports as required to inform strategic decision-making for the service.
• Provide administrative support for student groups/workshops and service events.
• Make informed decisions based on knowledge of the work, recognising the need to ask for advice from others and clinically trained professionals where necessary.
• Identify ways to continually improve the delivery and effectiveness of the Service.
• Work evenings where required to support the late opening of the service.
• Carry out other duties, commensurate with the grade and remit of the post