Service Support Administrator

Location: Croydon
Hours: 37.5 Hours per week; Mon to Fri 9 am to 5:30 pm
Status: Permanent
Salary: £12,000 per annum + Bonus + Overtime


  • Telephone work as required, including liaison with practitioners and treatment facilities
  • Referral processing – managing the booking process and allocation of cases including re-booking assessments and follow up discussions
  • Invoice handling and data entry
  • Sending batch introductory emails to patients following telephonic assessment
  • Ensuring telephone lists are maintained and circulated across the team
  • Producing and maintaining professional desk signs
  • Compiling training folders and preparing desks for new team members
  • Aiding investigation and quality assurance processes through retrieval and review of call tapes and case management documents as required
  • Provide support in delivering responses to subject access requests
  • Gathering and reviewing customer feedback and identifying areas for potential improvement

HCML Citizen:

  • Undertake any other duties required, commensurate with the grade and level of authority of the post
  • Proactively identify, share and implement ways to continuously improve HCML as a business and employer
  • Demonstrate and champion behaviours and attitudes consistent with HCML values.
  • Abide by the HCML policies and procedures in force, and remain up-to-date with any changes that may apply from time to time


  • GCSE English & Maths (A-C)
  • Excellent written and verbal communication skills
  • Ability to prioritise, plan and organise
  • Ability to build relationships at all levels
  • Ability to interpret and process data
  • Some experience with Microsoft Office and computer literacy
  • Aptitude to learn new technology systems
  • Problem solving capability
  • Diligent and hard-working
  • Professional
  • Driven and eager to learn
  • Team player
  • Determination to meet commitment
  • Compassionate
  • Flexible  and comfortable adapting with competing priorities
  • Follows direction
  • Proactive
  • Accurate and proven attention to detail


  • Customer service experience and/or interest
  • Advanced Microsoft Office experience and computer literacy
  • Customer service
  • Administrative support
  • Health industry knowledge
  • Change Agent
  • Customer service NVQ or equivalent