Level 2 Customer Service Practitioner - The Glenmore Trust

The Glenmore Trust are looking for a Level 2 Customer Service Practitioner to join their friendly team for an immediate start!  

The Glenmore Trust is a long-established local organisation that has been supporting adults with learning disabilities, mental health needs and other associated disabilities for over 40 years.

You will play an important role in supporting the day-to-day running of the office, providing a welcoming and professional service to clients, visitors, colleagues and external contacts.

Key Responsibilities

• Answering telephone calls and responding to emails in a professional and friendly manner.

• Dealing with customer enquiries and providing helpful and accurate information.

• Welcoming visitors and supporting reception and front-of-house duties.

• Communicating sensitively and empathetically with clients, recognising individual needs.

• Handling customer concerns and complaints professionally, referring more complex matters to the appropriate member of staff.

• Maintaining confidentiality, professional boundaries and awareness of safeguarding responsibilities.

• Organising general office maintenance and contacting contractors when required.

• Carrying out stock checks and ordering office supplies.

• Maintaining organised filing systems and archiving documents.

• Attending meetings, taking accurate minutes and communicating with colleagues.

• Carrying out general administration duties, including photocopying, scanning and filing.

• Maintaining office organisation and supporting the smooth running of daily activities.

• Using databases and company software to enter, update and maintain accurate records.

• Attending training sessions and completing all apprenticeship-related learning activities.

Desired Skills and Personal Qualities

• Good verbal and written communication skills.

• A friendly, approachable and professional manner.

• Good organisational and time-management skills.

• Confidence when communicating with different people.

• Patience, understanding and empathy.

• Good attention to detail and accuracy.

• The ability to work independently and as part of a team.

• A positive attitude and willingness to learn new skills.

• An understanding of confidentiality and data protection.

• An interest in providing excellent customer service.

• A commitment to treating everyone with dignity, respect and equality.

• Awareness of safeguarding responsibilities and professional boundaries.

Safeguarding

The Glenmore Trust supports adults with learning disabilities, mental health needs and other associated disabilities.

The successful candidate must demonstrate an understanding of the importance of:

• Maintaining confidentiality and professional boundaries.

• Respecting the rights, dignity and individual needs of clients.

• Following safeguarding policies and procedures.

• Reporting and escalating any safeguarding concerns to the appropriate member of staff.

• Promoting an inclusive, safe and welcoming environment.