MoreLife

Job title: Client Services Administrator

Location: Remote Hours: Bank

Reporting To: Client Services Team Lead Key

Relationships: Contract Manager, Clinical and Delivery staff, Client Services Team

The Role:

• The role will provide administrative support and proactive telephone communication to deal with referrals coming into the MoreLife Weight Management services, booking clients onto programmes or waiting lists, dealing with enquires together with the associated administration.
• A high degree of confidentiality, sensitivity, discretion, and tact is required.
• The post holder must have the ability to work with a great degree of autonomy and think on their feet to deal with enquiries and make day-to-day decisions without constant referral to their line manager who will be available to assist with the more complicated issues.

Key responsibilities:

• Helping to deliver a client focused service.
• You will be working within a supportive team environment, within a busy working environment.
• Ensure you are up to date with all knowledge in relation to the services provided by Morelife.
• Managing all correspondence to/from clients and professional stakeholders via phone calls, emails, letters and/or chat.
• Ensure clients are contacted on the agreed touch points whilst on the service.
• Performing data entry roles, including updating records and databases for personnel, health and professional information.
• Ensure all systems are updated, correctly Responsible for all pro-active telephone calls on behalf of the health lifestyles services.
• Manage the administrative duties related to referrals from healthcare professionals to the programmes.
• Manage applications and referrals to the programmes.
• Support with creating case studies of participants that have attended the programmes.
• Proactively contact all clients that did not attend and/or complete the programme Issuing and managing the Net Promoter questionnaire to service users and any relevant stakeholders.
• Allowing us to measure success via service user experience and brand by collating the best metric to anchor our client experience management program.
• Use motivational interviewing techniques when speaking to clients on the phone/via email/chat.
• Flexibility in distribution of working hours according to job requirements
• Support the wider client services team as and when required Ad hoc duties as and when required.

Essential Criteria Qualifications:

• Experience of handling calls both incoming and outgoing.
• Minimum of 5 GCSEs or equivalent inclusive of Maths and English NVQ Level 3 in administration (Desirable)
• Previous experience of working as an administrator

Experience & Knowledge:

• Excellent IT skills, with a working knowledge of all Microsoft packages
• Demonstrable experience within an administrative role.
• Experience of handling inbound & outbound calls, emails & web chat ideally within the health sector.
• At least 1 year experience working in a busy office environment, ideally within an administrative role.
• Working/liaising with a wide range of people effectively with sensitivity and authority.

Skills & Attributes:

• High level of accuracy.
• Excellent organisational, co-ordinating, administration and interpersonal skills.
• Excellent literacy and numeracy skills
• Ability to keep effective records and databases.
• Ability to work with a wide range of people effectively, with sensitivity and authority.
• To be able to take initiative, multitask and work effectively without close supervision.
• To be flexible and open to new duties.
• To be highly motivated and be able to work independently but effectively as part of a wider team.
• Must enjoy providing a support service, offering a pleasant and effective point of contact for the service.
• To have effective communication skills.
• To be able to feel comfortable with liaising with a wide range of people at different levels.
• Must be a good team player and able to negotiate workloads with team members.

Key Competencies:

• A passion and enthusiasm for supporting individuals to achieve weight loss and a healthier lifestyle.
• Strong interpersonal skills and the ability to build trusting relationships with the individuals.
• A caring and empathetic attitude.
• Ability to use initiative.
• Be able to work under pressure and meet targets.
• Strong organisational skills.
• Excellent verbal and written communication skills.

Attitudes and fit with our values:

• More Personal
• Tailored experience and empower
• More Expert
• Raise the bar every day
• More Understanding
• Do not judge
• More Caring
• Show integrity in all that we do More Accountability
• Expect the best of ourselves

DBS

All employees are required to complete a DBS check. All roles that require face toface contact with a client or a vulnerable person will require an enhanced check, all other roles require a basic DBS check. To find out more information about MoreLife UK Ltd visit https://www.more-life.co.uk to apply for this role click in the the Apply for this job button above.

As a Disability Confident employer, MoreLife will consider interviewing any candidate indicating on their application that they have a disability providing they meet the minimum criteria specified in the job specification. Reasonable adjustments will be considered at all stages of the recruitment and selection process to accommodate the needs of disabled applicants if these are requested by the application.

If you have difficulty in completing the application or require assistance email hr@more-life.co.uk Find out more about Disability Confident at: www.gov.uk/disability-confident It is our policy not to use recruitment agencies.