Job Description & Person Specification

Title:   Customer Care Administrator
Reports to: Marketing and Communications Manager
Grade Senior Admin Grade 2
Location: Community Hub, with the ability to travel to other sites as required
Date reviewed July 2022


Job Purpose

To act as the first point of contact for Surrey Choices through a variety of media and to undertake a variety of tasks to support the smooth running of daily operations. With an emphasis on providing excellent customer service to internal and external customers, including people with disabilities, their families and professional colleagues, to act as a champion for Surrey Choices and the services it offers. To provide professional group supervision to operational administrators.

To uphold the standards set out in the Customer Care Commitment:

  • We value diversity and will treat you with respect and fairness, adapting our approach to suit you.
  • We will respond promptly and be welcoming, greeting you with kindness and courtesy.
  • We will be helpful and knowledgeable about all the ways Surrey Choices may be able to assist.
  • We will work as a team to make sure your enquiry is dealt with in the best possible way.
  • We welcome feedback about your experience so that we can continue to learn and improve.
  • We will treat your personal information with care and respect your privacy at all times.
  • If we cannot help you straight away, we give you a time-scale and keep you updated on progress.
  • If we are unable to assist you, we will try to be helpful and put you in touch with others who can.

Key Responsibilities

  • Uphold, and be a positive role model for, the Surrey Choices Customer Care Commitment.
  • Provide a professional, friendly, knowledgeable and responsive first point of contact for external enquiries.
  • Adapt communications to the audience to be easily understood.
  • Handling and answering all calls through the main phone line for Surrey Choices.
  • To allocate and direct enquiries to appropriate colleagues and follow up as required.
  • To complete call logs and report on calls, analysing the data and reporting any key trends and concerns.
  • Record and maintain databases as appropriate.
  • To provide customers with product and service information on the full range of Surrey Choices services, and help match customers with the best services to support their needs
  • To coordinate and review the on-boarding process for all new customers to ensure they are receiving timely and good quality support from all services
  • Act as a virtual receptionist, and on location as required.
  • Arrange meetings, events and phone calls and book meeting space. Attend meetings, take minutes and action points where needed.
  • To liaise with the appropriate facilities manager to ensure premises are compliant with health and safety requirements and maintenance issues are reported and resolved effectively.
  • To promote and understand the range of services that Surrey Choices offers.
  • Inputting data to relevant systems for health and safety, customer records and Quality Assurance reporting, and creating reports when needed.
  • Devise and maintain office systems, including data management and filing. Support with development of new and effective business solutions.
  • To manage and process sensitive information in confidence.
  • To convey difficult messages and have emotionally charged conversations with other parties.
  • Order office supplies and equipment as needed, replenishing supplies in a timely fashion.
  • To coordinate and provide regular group supervision with operational administrators.
  • To supervise and mentor work experience students or people with learning disabilities.
  • To coordinate and lead monthly Administration networking meetings, creating a space for peer-to-peer support and group learning.
  • Develop consistency of administration practice across operational administration support.
  • To support the Marketing and Communications team and work as an effective member of the team.
  • Work collaboratively with other operational administrators to share best practice, provide support and put in place cover for holidays and absences.
  • Any other duties appropriate to the post as required by the manager.

This is not an exhaustive list of responsibilities for administrators and may be subject to periodic review.  The content may be amended to meet the changing needs of the organisation in discussion with the post holder.


Other Objectives

  • Maintain professional and personal boundaries with all customers, parents & carers, colleagues and other professionals.
  • Comply, observe and promote the company’s Code of Conduct.
  • Comply with the company’s policies and procedures at all times.
  • Take all reasonable precautions to maintain the health and safety of self and others, ensuring that any risks in relation to this are reported and remedial action taken in a timely manner.
  • Take responsibility for own continuous professional development and maintaining an adequate level of knowledge and skills pertaining to the role.
  • To manage and ensure effective responses to allegations of harm in line with Surrey Choices Safeguarding Policies and Procedures.
  • To ensure services manage handle and store personal and corporate information in accordance with the Surrey Choices Information Governance Policy and procedures.
  • Actively support and promote Surrey Choices business objectives, operating model and core values.


Person Specifications, Qualification, Experience, Skills, Knowledge

Attributes Essential Desirable

Qualification and Training

  • GCSE maths and English Grade C or above (or equivalent)


  • Administration qualifications
  • Minimum 5 GCSEs


Skills, Knowledge and Experience



  • Good written and spoken communication skills to a range of audiences
  • The ability to handle sensitive data with integrity
  • The ability to hold difficult conversations with people empathetically and professionally
  • Commitment to delivery high quality services to customers and team
  • Good time keeping skills
  • Friendly and approachable
  • Confident user of IT hardware and software
  • Good organisation skills. Ability to prioritise work in an environment that may have conflicting pressures and demands
  • Attention to detail and ability to work with minimum supervision
  • Good time management, making effective use of time and resources
  • Invoicing and financial processing
  • Ability to understand and work within relevant legislation
  • Experience in working in a busy office environment
  • Strong experience in Administration
  • An advanced user of IT hardware and software
  • Minute taking
  • Ability to actively market services
  • Excellent copy writing skills


  • Experience working in the Social Care Sector
  • Experience of supervising other administrators

Personal Qualities


  • Good communicator
  • A passion for excellent customer care
  • Reliable and enthusiastic
  • Good team player
  • Organisational skills and ability to prioritise
  • Problem solving skills and evidence able to complete tasks independently and as part of a team.
  • Able to show attention to detail


  • IT skills and willingness to learn new systems



This Job Description is neither exhaustive or exclusive and may be subject to change in light of company requirements and the development of services.


Please note that progression between grades is not automatic. Administrators would need to either apply for a different post at a higher grade, or if they feel their post has changed sufficiently to warrant a higher grade, a business case would be required. This should be discussed with your line manager.