Hearcare Administrator / Coordinator

Role summary

Responsible for the Hearcare administration for several different Hubs/Spokes by assisting in the smooth operation of the store and delivery of excellent customer service through accurate and efficient administration to achieve business objectives.

The role

• General Hearcare Administration
• Attending store meetings
• Creating and maintaining action logs/minutes
• Compliance diary management
• Diary management
• Stock takes and controls
• Ordering hearing aids/consumables and maintaining correct levels
• Process invoices from suppliers
• Hub/hearcare audits
• Responsibility for document control
• Coordinate arrangements for staff training
• Maintain and display up-to-date staff structure chart
• Rota management and maintaining leave planner (annual leave etc.)
• Responsible for putting systems in place to enable cover for staff absence
• Review of census to determine needs of customers
• Pre-appointment reminder letters
• Ensure patient questionnaires are filled out
• Entering referral letters
• Communicating with G.P’s
• File customer records on a regular basis
• Use the sales ledger system for chasing debtors regularly and efficiently
• Prepare and send out letters and memos at the request of the Store Director/Manager
• Handling (through delegation and logging) any correspondence between 3rd parties and staff members (e.g. GP’s- patients- clinical staff-solicitors etc.)
• Open and maintain problem pathways report
• Coordinate health and safety in conjunction with optical administrator
• Completing pre-appointment calls and reminder letters
• Banking and cash handling
• Cover for Hearcare Reception Desk (includes answering phones, taking appointments, dealing with general queries etc.)
• Ensure the telephone is answered promptly and in the correct manner
• Complete end of day procedures in preparation for banking
• Ensure staff appraisals are carried out by booking staff in with appropriate manager/director

Objectives

• Provide the highest possible levels of customer service at all times
• Ensure all customer information is recorded accurately and efficiently
• Liaising with Optical staff (Hub and spoke) to improve relationships and increase Maze awareness
• Maintain an organized administration area, where customer details are easily available
• Be an ambassador for the Specsavers brand and an integral part of an enthusiastic and positive store team

The individual

Essential skills include

• strong organizational skills;
• presentation skills and attention to detail;
• the ability to plan your own work, work on your own initiative, and meet deadlines;
• the ability to manage pressure and conflicting demands and prioritise tasks and workload;
• oral and written communication skills;
• tact, discretion, and respect for confidentiality;
• a pleasant, confident telephone manner;
• teamwork;
• reliability and honesty;
• Retail customer service experience

Desirable skills include

• Hearing or optical product knowledge
• Project management skills.

About Specsavers

Our passion is to deliver outstanding patient care, combined with sound dispensing advice and product recommendations that best suit individual customer needs. In additional to the highest quality equipment, we aim to provide both our store staff and our customers with an excellent overall environment. At Specsavers, we treat people as we would wish to be treated, and as such, you will be supported by well trained and motivated retail staff, in addition to an expert professional team. Our expectation is that you will share our vision to provide our patients with the very best professional service as well as exceptional customer care on every visit to your store.

Our Vision

To passionately provide best value Eyecare to everyone, simply, clearly and consistently, exceeding customer expectations every time

Our Values

• Treat people as we would like to be treated ourselves.

Passionate about:

• Our customers – the lifeblood of our business
• Our people – supporting our staff to be the best they can be
• Partnership – at the heart of everything we do
• Communities – giving back to and working with our local communities
• Results – keep it simple, get it done, deliver on our promises

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