Receptionist / Administrator, part-time – Based at Corbridge

As the first point of contact with our customers, this is a key role within Lisa Graham Hearingcare.  When attending an independent hearing care provider, rather than a high street chain, customers understandably expect a high-quality personal service. So, we must do everything we can to meet and exceed this expectation, ensuring our customer leave delighted with the exceptional level of care and service they have experienced.

Main duties (not exhaustive list)

  • Book customer appointments over the phone and in person in line with guidelines, ensuring appropriately triaged, and sending appointment confirmation emails
  • Meet and greet customer and visitors, in a professional and friendly manner
  • Deal with customer enquiries, queries and complaints in a professional and courteous manner, always ensuring client satisfaction – ensuring LG aware, when needed.
  • Actively manage the diary ensuring appointment slots each day are filled as effectively as possible, trying to bring appointments forward where necessary
  • Update customer records on Strato accordingly after any communication
  • Keep up to date with knowledge of services, pricing, and promotions
  • Take payments electronically and in cash, recording all transactions and reconciling daily
  • Administer and record all sundry sales, ensuring they are well presented at reception and stock replenished
  • Assist in monitoring stock levels and re-ordering stocks as required and directed
  • Manage the incoming emails, responding in a timely manner, and where appropriate, direct to LG
  • Administer all incoming and outgoing post
  • Administration of letters to GPs following Ear Wax Removal treatment
  • Assist hearing aid customers with changing wax filters, as required
  • Manage the process of Ear Wax Removal Consent forms/GDPR forms, ensuring their completion and copies saved to customer record
  • Telephone customers to confirm their appointments
  • Ensure reception area is clean and presentable, dusting and hoovering as required, and hoovering consultation rooms as required.
  • Support LG in day-to-day tasks and provide administrative support as directed

Skills required – Essential

  • Excellent, professional and friendly manner, both on the phone, face to face and via email
  • Passion for delivering outstanding customer service, always ensuring customers are communicated with superbly and in a timely manner
  • Putting care for our customers at the forefront of what you do, while acting with integrity and accountability
  • Excellent attention to detail and organisational skills
  • Ability to use initiative, work independently, unsupervised and prioritise own workload.
  • A practical approach to problem solving.
  • Good IT skills including experiencing of customer management systems, Word, Excel and use of email

Rate of pay – £9.50 per hour

5 weeks holiday plus bank holidays – pro rata

No of hours: Minimum 2 days per week, Thursday and Friday typically 9am – 5pm (30 mins lunch), occasional Saturday morning and cover for other receptionist’s holidays / absence will be required.

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