The Royal College of Physicians of Ireland is a postgraduate medical training college dedicated to ensuring that doctors have the skills to provide patients with the best possible care. Founded in 1654, the college supports doctors to enhance their skills, competencies, and professionalism throughout their working lives.
Through its Faculties and Institutes, The Royal College of Physicians of Ireland offers medical training programmes, examinations, diplomas, and educational courses to equip doctors with the skills and knowledge they need to care for patients and run safe and efficient healthcare systems. It also offers a range of educational diplomas and courses for learners in the wider healthcare sector.
Position:
Position: Customer Service Administrator
Contract: 2 Year Fixed Term Contract
Reporting to: Registrar Services Manager
Salary: €32,000
Closing date: Tuesday 28, 2023
Post Summary
The Customer Service Administrator will provide front-line support to RCPI clients and employees on RCPI-supported applications, systems and websites. The candidate will troubleshoot problems, determine issue sources and advise on appropriate action and escalate issues which cannot be resolved at service desk level. This position is a client facing role, therefore a positive, client-focused image whilst resolving incidents in a timely and efficient manner is required. This role requires working closely with all business functions, RCPI clients and employees to ensure business results are achieved.
It is envisaged that the role with be primary remote working, however there may be occasion where onsite working in Dublin is required. Given the amount of Events which are out of hours it maybe required to work outside hours from time to time to cover queries from these events.
Duties
- Ensures that requests for assistance are responded to in a timely professional manner within the SLA set out in Freshdesk.
- Manage all incoming calls and emails
- Service desk management - the candidate will be required to log incidents; ensure they are logged to the correct resolver group.
- Identify and assess customers’ needs to achieve satisfaction
- Communicate issues with Courses, events or Applications being raised with Helpdesk to the responsible departments.
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution, keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Escalate unresolved issues to relevant system owners and report on these when required.
- Proactive in gaining and understanding of RCPI business and processes.
- Build relationships with key members of internal staff throughout the College.
- Manage and update Service desk templates, online help center knowledgebase and support procedures as required
- Monitor issue trends and analysis with view to resolution, providing weekly status reports
- Manage, monitor and update user access and data entry on selected databases and websites
- Attend departmental meetings on problem identification and resolution
- Undertake and assist in additional duties from time to time as required, such as participating in systems testing and system upgrades.
- Provide updates at team meetings on issues that are causing frustrations for end users so we can work with departments to resolve these issues.
- RCPI regularly run events which fall outside regular working hours of 9am-5pm. This role is expected to support these events on a rotational basis within the helpdesk team under the guidance of the Helpdesk supervisor
- Make suggestions of service improvements to Manager, Registry Services.
Requirements:
Person Specification
- Proven customer service office experience – minimum 2 years
- Strong phone contact handling skills and active listening
- Strong verbal and written communication skills
- Familiarity with CRM systems and practices
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills
- Ability to multi-task, prioritise and manage time effectively
- Be highly organised, used to working efficiently in a regulated environment applying a strong work ethic
- Have a strong telephone manner and be able to communicate technical problems in plain English to customers
- Tenacity in solving a problem – ability to stay with a problem until a solution has been obtained.
- Be able to work on own initiative and in a team situation
- Able to manage, monitor and measure assigned work to deliver a high level of service
- Have the ability to work under pressure and to meet tight deadlines while displaying a strong attention to detail
- Computer literacy, advanced knowledge of MS products
- Self-motivated with the ability to use own initiative with strong customer service skills.
Competencies
- IT Services
- Customer Focus
- Communications Skills
- Collaboration
- Initiative and Teamwork
- Organisational skills
Other information:
Why work with us
At the RCPI we value our employees and believe our talented team is the foundation of the Colleges success. That is why we aim to provide them with support and a range of benefits and services to create a work-life balance that suits you.:
Leave: We offer 21 days annual leave with an additional 3-4 college days to all our employees. We also provide support for staff with Maternity, Sick, Parents, and Parental leave.
Wellbeing: An Employee Assistance Programme with Spectrum Life is available to all staff members as well as annual flu vaccine.
Flexible Hybrid working model: The RCPI offer a flexible 35-hour-a-week hybrid working model for all employees from their start date, giving staff the autonomy to work from home combined with time spent onsite.
Pension: A defined contribution pension scheme of 3.33% Employee contribution and 6.66% RCPI contribution is offered to every employee upon completion of probationary period.
Flexible Benefit: Pro-rata €1,000 annual flexible benefit upon completion of a successful probatory period.
Life Assurance: 4 times your annual salary.
Learning & Development: We offer CPD options including study leave and unlimited access to LinkedIn Learner.
Diversity and Inclusion: RCPI recognises the importance of equality, diversity, and inclusion. We were recently awarded a Silver accreditation from Investors in Diversity. We are an open and inclusive organisation that celebrates and welcomes diversity. We lead initiatives that support, promote and demonstrate a culture of mutual respect, inclusivity, and diversity, as outlined in our Diversity and Inclusion policy.
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