Job Description

Name of division:Development and Operations

Name of department:Home Support and Care

Job title:Inbound Sales Advisor/Administrator

Responsible to:Manager, Home Support and Care and Housing with Care

Responsible for:n/a

Date written:September 2016

Purpose and Scope

Working closely with the Home Support and Care management team to drive sales and meet targets by converting first contact enquiries into assessments.

Carrying out administration tasks specific to the Home Support and Care Service, including dealing with phone enquiries, data entry to the bookings database and report extraction, creating customer files both electronically and paper based, checking staff timesheets, collating statistics and other general administrative tasks.

Responsibilities

  1. Answer inbound calls using questioning and listening skills that support effective telephone communication.
  2. Process and administer existing and new bookings including document preparation to ensure conversion rates are maximised.
  3. Provide personalised customer service of the highest level at all times.
  4. To maximise sales opportunities, in conjunction with the marketing team campaigns, and consistently achieve sales and service targets set.
  5. Effective use of the StaffPlan database to take full advantage of functionality to support sales and service delivery.
  1. To book consultation/assessment visits at the point of sale using the StaffPlandatabase system. Update the database with known changes and the status of each customer / enquirer.
  2. Record and log the source for each customer enquiry, booking or contact accurately.
  3. Use sound judgement to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve service.
  4. Meet all personal sales, quality and performance targets
  5. Provide assistance to the Manager and Team Leaders: making appointments, liaising with service staff, providing reminders of scheduled tasks, creating new documents, preparing papers for meetings, diary management and other administrative tasks.
  6. To be responsible for filing of general correspondence, confidential waste and annual archiving of information in accordance with the data protection policy and regulations.
  1. Use the database to email service staff rotas on a weekly basis and use the auto texting option on a daily basis to alert service staff to changes in service calls.
  1. Checking staff work sheets and mileage claims and matching with database entries.
  1. Carry out the organisation’s statistical recording requirements includingmonthly processes to facilitate invoicing.
  2. To follow up on all leads whichdo not convert from first contact to assessment by making an outbound call five working days after the initial call.
  1. To receive support and supervision and attend staff meetings.
  1. To participate in the appraisal scheme and undertake training appropriate to the development of the job role and in line with the organisation’s statutory obligations.
  1. To work to the agreed standards and policies of the organisation including equal opportunities, confidentiality, complaints, finance and personnel procedures.
  1. To carry out other duties as directed by the Manager, Home Support and Housing with Care Managerconsistent with the duties and responsibilities of this post.

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