Customer Service Officer (Reception Based)

Recruiter
GENERAL DENTAL COUNCIL
Location
Birmingham
Salary
18228.00 - 21444.00 GBP Annual
Posted
10 May 2019
Closes
21 May 2019
Contract Type
Permanent
Hours
Full Time

Purpose

To provide a professional standalone, efficient customer facing reception meeting and greeting all visitors, dealing with front line face-to-face, telephone and e-mail enquiries providing a professional and welcoming attitude to the Council's visitors.

Responsibilities

  • Acknowledge all visitors, provide accurate information in order to resolve frontline face-to-face, telephone and e-mail enquiries and if necessary ensure that complex requests are efficiently referred or escalated within the organisation.
  • Provide a friendly and professional face of the organisation to all visitors
  • Ensure only authorised persons enter the premises by checking and issuing security access cards and informing staff when visitors arrive for meetings.
  • Dealing with public and registrant enquiries about registration and other organisational processes from visitors and members of the public when appropriate.
  • Booking appointments with departments when appropriate.
  • Directing visitors to the correct member of staff or Hearing.
  • The housekeeping of the Council's access security card system; issue security cards keys and maintaining records as required.
  • The receiving of signed for or recorded post and deliveries to the General Dental Council.
  • Keeping the reception area neat, tidy and presentable.
  • Keeping the Council's literature up to date in the reception.
  • Monitor customer service and registration email inbox and deal with the customer enquiries when required.
  • Carry out from time to time and as directed, any other reasonable duties as required to support the Registration Operations Teams.

Person Specification

  • Demonstrable experience of working within a customer focussed environment, ideally within a regulatory or similar environment.
  • Proven reception duties in a professional environment
  • Proven commitment to deliver excellent customer service to the satisfaction of customers.
  • Well-developed inter-personal skills, with the ability to engage confidently and effectively with customers, demonstrating empathy, tact and discretion in discussing sensitive issues or complaints with customers and colleagues.
  • Experience of dealing with a variety of internal and external contacts, including members of the public.
  • Ability to interpret information, establishing rapport and understanding the needs of a diverse range of customers.
  • Ability to understand the work of the team and organisation in order to answer general enquiries accurately.
  • Experience of working independently and where necessary able to seek advice and direction when appropriate and necessary.
  • A flexible approach to duties and working arrangements.
  • Smart and presentable at all times (due to the nature of this role the GDC dress down policy does not apply).
  • Comfortable working between the hours of 8.00am-6.00pm on a shift basis eg 8.00am-4.00pm and 10.00am-6.00pm