Job Description

You will be responsible to ensure that all visitors to the offices are greeted professionally, carrying out general office duties and answering any school queries. You will need to have good organizational skills and the ability to communicate effectively with patients, visitors and colleagues. You will be the first point of contact for patients via the telephone line. You'll have a passion for delivering great customer service, dealing with issues proactively. You will work with limited supervision and be able to work as part of a multidisciplinary team. We are rated good by the Care Quality Commission and we make it our mission to provide an effective, safe and accessible school aged immunization service. We aim to provide our staff with a workplace environment that is positive and welcoming.

Main responsibilities

• Act as a first point of contact for our clients making enquiries and booking appointments.
• Operationally support the office and the running of the programme. Supporting the Project by working with the Schools and Parents
• Make sure VUK school staff are supported and know what they have coming up.
• Be familiar with and comply with all VUK policies, procedures and practices.
• You must be able to pay attention to detail and be an organized and focused individual.
• Be able to demonstrate clear and effective communication. You must have excellent written and verbal skills and an approachable and professional manner on the telephone.
• Demonstrate an ability to be adaptable, is an essential requirement as you need to be able to diversify in times where we experience technical issues, to ensure the customer doesn’t suffer in unexpected circumstances.
• Empathy and patience are essential skills which we require in this role, you must be able to deal empathetically when clients vent their frustrations or other problems, to simply understand the customers viewpoint, with the aim to make sure they leave the call satisfied.
• A positive attitude is needed for this post and an ability to answer calls with an enthusiastic attitude on a continual basis, to create a balanced experience for the customer. You are the voice of the company and should always use a consistent, professional and friendly tone to reassure our customer and keep their confidence at all times.
• You will make appointments, deal with consent forms and understand confidentiality and privacy requirements.
• You must be good at organizing your workload and provide an update for the Immunization Coordinator or senior administrator as required.
• Keeping track of clinic appointments and making sure we capture those missed in school.

Required Knowledge, Skills, and Abilities

Experience of working within a customer focused environment. Dealing with customers queries face to face and over the phone. Experience of data entry. Experience in clinic administration. Excellent verbal communication skills, including overcoming barriers to communication.