Customer Service Administrator

Job Title: Customer Service Administrator
Starting Salary: £25,583 per annum
Hours: 37 - 8am to 4pm or 9am to 5pm Monday to Friday
Location: Welwyn
Contract Type: Fixed Term or Secondment Opportunity for 24 Months
Directorate: Adult Care Services

Secondment
This position is open to secondments. If you work for HCC or any other Local Authority and would like to be considered as a Secondment contract, please ensure you complete the Secondment Form as part of your application. If you do not, your application will be considered as a Fixed Term Contract only.

About the team

We’re looking for a Customer Service Administrator to join our Equipment Service. This service provides equipment to help people stay safe at home, avoid hospital stays, or return home after being in hospital.

As part of the Customer Service Team, you’ll process, schedule, and route equipment orders using ELMS (Electronic Loan Management System). You’ll also handle a high volume of phone calls each day.

About the role

Main Responsibilities:

• Monitor inboxes, respond to queries, and provide timely updates.
• Answer incoming calls with excellent customer service. Help with queries or direct callers to the right service.
• Call clients to arrange delivery, collection, or maintenance of equipment.
• Respond to client enquiries quickly and politely. Take ownership of issues until they’re resolved.
• Process orders using the ELMS online system.
• Check orders for accuracy and follow up with prescribers if details are missing.
• Make sure your assigned Technician has completed bookings. Update records if needed.
• Schedule orders to meet delivery targets.
• Check order lists regularly to avoid delays or backlogs.
• Route orders efficiently, using resources wisely and avoiding overlap with other Technicians.
• Update referrers on order status. Contact them if there are delivery issues, such as the client not being home.
• Run routine ELMS checks, including delivery status and data imports from handheld devices.
• Book and confirm rail orders with third-party contractors.
• Be open to reasonable changes in duties as needed.

This role is fast-paced and varied — no two days are the same.

You’ll work to deadlines and be part of a supportive Customer Service Team.

It’s a rewarding role where you’ll help ensure vital equipment reaches those who need it.

Full training and mentoring will be provided to help you become confident and accurate in your role.

About you

Essential:

• Strong communication and people skills, with a focus on great customer service, ideally with experience supporting vulnerable individuals
• Kind and understanding, especially towards older clients
• Able to stay calm under pressure and manage your own tasks
• Works well both independently and with others
• Confident using Microsoft Office
• Comfortable handling sensitive situations, including end-of-life care or clients with speech or other challenges

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is within the Business Support Services, level BUS6 job profile. Please locate this via:

Job profiles: Business support services

To hear more about this opportunity please contact suzanne.novak@hertfordshire.gov.uk for an informal discussion about the role.

Interview Date: TBC

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Secondment
This position is open to secondments. If you work for HCC or any other Local Authority and would like to be considered as a Secondment contract, please ensure you complete the Secondment Form as part of your application. If you do not, your application will be considered as a Fixed Term Contract only.

Additional information

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

Safeguarding
This role has been identified as requiring a Disclosure & Barring Service (DBS) check.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.