Job summary
We are looking for a committed, highly organised administrator to join our Leeds team on a permanent basis. You will play an important part in helping disabled people, older people and people with long-term conditions access advice, assessments and services that support independence.
This is a busy and varied role, combining telephone enquiries, appointment administration, accurate data entry and general office tasks. You will need to remain calm, organised and accurate when workloads change or increase.
Applicants are required to complete a William Merritt Centre application form, which is attached to this job listing. Alternatively, the application form can be downloaded from our recruitment page:
https://wmdlc.org/about/#join-us
Main duties of the job
You will need a confident telephone manner, strong IT skills, accurate data entry and the ability to handle enquiries from clients, carers, suppliers and healthcare professionals in a patient, competent and professional way.
Experience of Microsoft Outlook, Word and Excel is essential; knowledge of CRM databases is also expected.
This role may suit an experienced administrator, recent graduate or early-career applicant who can clearly demonstrate the required skills, attitude and commitment.
We are particularly interested in applicants who want to develop their career with us and contribute to a growing charity.
To be shortlisted, applicants must be able to demonstrate:
- A confident and professional telephone manner;
- Accurate data entry and careful attention to detail;
- Sound IT skills, including Microsoft Outlook, Word and Excel;
- The ability to stay calm, organised and accurate when workloads change or become busy;
- A respectful, patient and clear communication style.
- Be able to know the service, listen to the client and ask the right questions.
- A genuine interest in the work of the William Merritt Centre and commitment to our values of being Open, Together, Friendly and Empathetic.
About us
William Merritt Disabled Living Centre is a registered charity based in Rodley, Leeds, supporting people across Yorkshire and beyond. We have grown significantly over the last decade and now employ around 40 staff across a range of services and locations.
You will receive training across our administration services which include: reception, assessment booking, training & room hire, driving school support and shopmobility cover. As we grow, we are looking for someone who can help us improve, document and embed clear administrative procedures for the future.
You will join a busy, friendly and supportive office where service users are our priority. We are looking for someone who communicates with warmth, patience and respect, while supporting peoples independence and treating every person as an individual.
Job description
Job responsibilities
Key Responsibilities:
- Telephone Support:
- Handle enquiries from clients, carers, suppliers, and healthcare professionals.
- Answer queries professionally, demonstrating an in-depth knowledge of William Merritt Centre services.
- Commitment to on-going learning and self-development, staying updated with service and process changes.
- Exercise judgement in identifying the need for clients to speak with a therapist/assessor and to make appropriate arrangements.
- Demonstrate excellent questioning and listening skills.
- Signposting to other organisations when appropriate.
- Data Entry & CRM Support:
- Enter and update data accurately into the CRM system.
- Support colleagues with data entry, ensuring referrals are correctly recorded, and system status is updated.
- Appointment Management:
- Book and document appointments for service users.
- Maintain up-to-date calendars and ensure all relevant documentation is prepared for appointments.
- Manage booking lists and communicate with clients via phone, email, or post.
- Administrative Duties:
- Maintain electronic filing systems, update databases, and produce reports, spreadsheets, and documents using software such as Excel, Word, and PowerPoint.
- Assist with mail handling, photocopying, and filing tasks.
- Support for Staff & Services:
- Assist with the distribution of information and ensure adequate literature is available.
- To ensure the training room is correctly laid out for each training course delivery including catering trolley and IT equipment when requested.
- Reception:
- Occasionally to act as the first point of contact at the Leeds Main Centre, providing reception services and informing relevant staff of client arrivals.
- Workload Management:
- Manage your own workload, prioritising tasks and deadlines.
- Demonstrate initiative, flexibility, and professionalism in service delivery.
- Action daily tasks and ensure every opportunity is taken to progress assessment referrals towards booking and completion.
- Contribution to the success of William Merritt Centre:
- Demonstrate the ability to liaise with staff from varying disciplines.
- Participate in team and whole staff meetings and discussions to identify areas for improvement to service delivery.
Job description
Job responsibilities
Key Responsibilities:
- Telephone Support:
- Handle enquiries from clients, carers, suppliers, and healthcare professionals.
- Answer queries professionally, demonstrating an in-depth knowledge of William Merritt Centre services.
- Commitment to on-going learning and self-development, staying updated with service and process changes.
- Exercise judgement in identifying the need for clients to speak with a therapist/assessor and to make appropriate arrangements.
- Demonstrate excellent questioning and listening skills.
- Signposting to other organisations when appropriate.
- Data Entry & CRM Support:
- Enter and update data accurately into the CRM system.
- Support colleagues with data entry, ensuring referrals are correctly recorded, and system status is updated.
- Appointment Management:
- Book and document appointments for service users.
- Maintain up-to-date calendars and ensure all relevant documentation is prepared for appointments.
- Manage booking lists and communicate with clients via phone, email, or post.
- Administrative Duties:
- Maintain electronic filing systems, update databases, and produce reports, spreadsheets, and documents using software such as Excel, Word, and PowerPoint.
- Assist with mail handling, photocopying, and filing tasks.
- Support for Staff & Services:
- Assist with the distribution of information and ensure adequate literature is available.
- To ensure the training room is correctly laid out for each training course delivery including catering trolley and IT equipment when requested.
- Reception:
- Occasionally to act as the first point of contact at the Leeds Main Centre, providing reception services and informing relevant staff of client arrivals.
- Workload Management:
- Manage your own workload, prioritising tasks and deadlines.
- Demonstrate initiative, flexibility, and professionalism in service delivery.
- Action daily tasks and ensure every opportunity is taken to progress assessment referrals towards booking and completion.
- Contribution to the success of William Merritt Centre:
- Demonstrate the ability to liaise with staff from varying disciplines.
- Participate in team and whole staff meetings and discussions to identify areas for improvement to service delivery.
Person Specification
Qualifications
Essential
- Demonstrate high level of keyboard skills and ability (E)
Desirable
- A Level, or equivalent (D)
- Customer service and administration qualifications (D)
Skills and Abilities
Essential
- Confident, positive and friendly approach
- High standard of professionalism and attention to detail
- Ability to empathise and show patience with all service users, sensitive to the needs of people with disabilities
- Confident and professional telephone manner
- Excellent IT skills (CRM systems, Excel, Word, Outlook) including ability to respond to new IT initiatives
- Strong data entry and organisational abilities
- Ability to handle enquiries professionally and manage appointments efficiently
- Flexibility to adapt to changing priorities
Special Circumstances
Essential
- Willingness to work flexibly, including occasional evening and weekend work
Qualifications
Essential
- Demonstrate high level of keyboard skills and ability (E)
Desirable
- A Level, or equivalent (D)
- Customer service and administration qualifications (D)
Experience
Essential
- (including paid work or voluntary)
- Previous administration experience (E)
- Good MS Office skills including word, excel and outlook programmes (E)
- Experience in the use of CRM databases (E)
- Experience of call handling in a busy office environment (E)
- Experience of data handling in line with GDPR legislation (E)
Desirable
- Experience in composing own correspondence (D)
- Experience of working in the voluntary sector (D)
- Personal experience of disability and/ or support (D)
- Experience of producing minutes for meetings (D)
- Practical Driving Knowledge (D)
Person Specification
Qualifications
Essential
- Demonstrate high level of keyboard skills and ability (E)
Desirable
- A Level, or equivalent (D)
- Customer service and administration qualifications (D)
Skills and Abilities
Essential
- Confident, positive and friendly approach
- High standard of professionalism and attention to detail
- Ability to empathise and show patience with all service users, sensitive to the needs of people with disabilities
- Confident and professional telephone manner
- Excellent IT skills (CRM systems, Excel, Word, Outlook) including ability to respond to new IT initiatives
- Strong data entry and organisational abilities
- Ability to handle enquiries professionally and manage appointments efficiently
- Flexibility to adapt to changing priorities
Special Circumstances
Essential
- Willingness to work flexibly, including occasional evening and weekend work
Qualifications
Essential
- Demonstrate high level of keyboard skills and ability (E)
Desirable
- A Level, or equivalent (D)
- Customer service and administration qualifications (D)
Experience
Essential
- (including paid work or voluntary)
- Previous administration experience (E)
- Good MS Office skills including word, excel and outlook programmes (E)
- Experience in the use of CRM databases (E)
- Experience of call handling in a busy office environment (E)
- Experience of data handling in line with GDPR legislation (E)
Desirable
- Experience in composing own correspondence (D)
- Experience of working in the voluntary sector (D)
- Personal experience of disability and/ or support (D)
- Experience of producing minutes for meetings (D)
- Practical Driving Knowledge (D)
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details
Employer name
William Merritt Disabled Living Centre
Address
Aire House
100 Town Street, Rodley
Leeds
West Yorkshire
LS13 1HP
United Kingdom
Employer's website
https://www.wmdlc.org (Opens in a new tab)
