Glasgow, UK
Job Description
We are working with NEUROPhysio Scotland to find a Customer Service Administrator to join their team.
Do you want to make a meaningful impact on people’s lives? Are you ready to play a vital role in helping individuals with neurological challenges regain their independence and quality of life?
If the answer is yes, then it would be great to hear from you.
As a Customer Service Administrator, you will be the calm, compassionate, knowledgeable, and organised first point of contact for clients and their families. Your role is integral to ensuring that every client interaction reflects NEUROPhysio Scotland’s purpose of empowering clients to reach their full potential.
As the first point of contact for their clients, you will provide a reassuring and professional presence, helping vulnerable individuals navigate their journey. You will support their incredible team of neurophysiotherapists by optimising their schedules, ensuring their diaries run smoothly, and keeping our administrative processes efficient and up-to-date.
Working closely with the Practice Manager, you’ll take on essential daily tasks, ranging from managing client enquiries to coordinating appointments and assisting with administrative functions. Your efforts will directly contribute to improving the lives of those they serve.
Why Join our client?
Our client is looking for a Customer Service Administrator to join their team at NEUROPhysio Scotland. They empower people facing neurological challenges reach their full physical potential so that they can have a better, more fulfilling quality of life. Their team combines specialised training, skills, and the latest technology to deliver motivating, attentive, and personalised mobile physiotherapy across Central Scotland.
At NEUROPhysio Scotland, you’ll be part of a purpose-driven team that genuinely cares about making a difference. You’ll have the flexibility to work remotely from home initially, but you will be required to move to our Glasgow base in the future. In this role, you’ll not only grow your skills but also experience the satisfaction of knowing your work directly impacts people’s lives for the better.
Key Responsibilities
1. Client Engagement and Support for private paying and case-managed clients
Serve as the primary contact for client enquiries via phone, email, and social media, providing clear, compassionate responses.
Use active listening, targeted questions, and service knowledge to assess the appropriateness of new enquiries.
For suitable referrals, provide comprehensive information on service expectations, fees/quotations, terms and conditions.
develop basic knowledge of the variety of conditions that present to our service.
develop skills in what questions are appropriate to gain the required level of information while reassuring the client.
be able to confidently guide them on service offerings.
Understand the case manager role and their expectations.
Appoint clients appropriately
Refer to clear guidelines on staff lunchtimes, administration time preferences, first and last appointments, non-work commitments, expected number of clinical appointments.
Identify any specific equipment needs for their sessions.
Efficiently handle clinic booking processes.
Optimise the diary management of the clinical team to increase team utilisation.
Understanding capacity – promote forward planning in physio diaries, look at diaries and call or message physios weekly as required.
Schedule physio admin time after a first visit appointment.
Be able to consider future availability of regular slots for new patients when allocating.
Develop insight into staff members who require more assistance with efficient diary planning.
Assist those staff members who require it, with optimising diary planning, considering capacity, travel, working areas, regular client booking patterns, sickness, cancellations.
Manage appointment cancellations efficiently, ensuring alternative arrangements as needed.
Respond to new enquiries within 24 hours, and existing client enquiries within 48 hours to foster client reassurance and care.
Uphold data protection and confidentiality standards to build client trust and security.
Respond to online reviews.
Additional opportunities: once established there are opportunities for involvement in other aspects of our service such as supporting our Functional Electrical Stimulation and Exopulse Mollii Suit provision.
2. Administrative and Operational Support
Organisation & Systematisation of administration tasks
Microsoft Planner – follow process for seamless joint working.
Email – follow process for deletion, filing, prioritisation.
Case managed clients - follow process from quotations, allocation, report formatting and submission, to invoicing, review management and discharge.
Finance tasks:
Conduct daily checks on accounts receivable, process outstanding payments, and follow up on delayed payments as necessary.
Report unfulfilled transactions or missed appointments to identify and address potential errors.
Coordinate diaries, schedule meetings, and prepare agendas to support team efficiency and client care.
Share team communications, such as minutes, internal presentations, and social meeting arrangements.
Recognise process variations between associates and employed therapists to maintain smooth workflows.
Provide IT support to clinical staff to optimise their use of Microsoft Office and our CRM (Jane App).
Assist the Practice Manager with all delegated administrative tasks.
3. Contribution to Continuous Improvement
Work collaboratively with the team to streamline processes, focusing on proactive, client-centred improvements.
Actively gather and integrate client feedback to support NEUROPhysio Scotland’s ethos of “Pursuing Progress” for every client.
Engage proactively in the company-wide Objectives & Key Results (OKR) framework for setting aligned and inspirational goals.
What they are Looking For:
A natural communicator who can provide clear, compassionate guidance to clients and their families.
A born organiser with a knack for making systems work efficiently.
Someone who thrives in a dynamic environment and takes pride in ensuring everything runs like clockwork.
Proficiency with IT tools (Microsoft Office and CRM systems) and a willingness to learn new systems like Jane App.
Experience
Prior experience in a customer service or administrative role, ideally in a healthcare setting where client dignity and confidentiality are paramount.
Familiarity with maintaining records in compliance with data protection standards.
No agencies please.