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SCRAM CLIENT SUPPORT

Cardiff

Job Reference ST6208
Location Cardiff
Salary / Hourly Rate £18,000 per annum
Sector Admin
Job Type Permanent
Details Full Time
Date Posted 10 Aug 2018

Job Description

SCRAM Client Support
Cardiff
£18,000 per annum
Permanent
ST6208

Our client is the only independently owned UK based laboratory to offer SCRAM Continuous Alcohol Testing specifically for family law and child care proceedings.

SCRAM Continuous Alcohol Testing is an innovative technology that details a day-by-day pattern of an individual’s alcohol consumption by automatically testing alcohol transdermally (through the skin) every 30 minutes of every day during the tested time period.

Our client is looking for an experienced administrator who can provide timely, accurate administrative support for all SCRAM related activity. You will be required to provide “expert” support to Client Managers to enable planned SCRAM fitting activity.

You will be able to maintain and develop relationships with SCRAM trained collectors and third party providers. You will have excellent attention to detail as you will be required to ensure CRM is accurate and up to date and all client communications are recorded.

Objectives:
− Provide timely, accurate administrative support for all SCRAM related activity
− Provide “expert” support to Client Managers to enable planned SCRAM fitting activity
− Support the relationship with AMS
− Maintain and develop relationships with SCRAM trained collectors
− Ensure CRM is accurate and up to date and client communications are recorded
− Work alongside (and provide business continuity in the absence of) the SCRAM Co-ordinator
− To help ensure that the organisation understands and satisfies the customer’s requirements
− Implement the requirements of the company Quality Management System and help maintain ISO17025:2005 accreditation

Responsibilities:
− Equipment Assignment and competent administration of SCRAMNET
− Provide general advice to SCRAM participants to address critical alerts
− Ensure robust paperwork in place to support any SCRAM case
− Ascertain whether further information is required and if so make the SCRAM Co-Ordinator aware or if necessary contact the customer directly to obtain the information
− File/scan documents and client communications promptly on CRM system
− Ensure the CRM workflow is accurate and up to date
− Liaise with customers to arrange fitting/maintenance/removal appointments after quote is accepted
− Receive and action incoming collector enquiries
− Liaise with AMS
− Address critical communications / daily alerts
− Maintaining SCRAM Kit Inventory
− Checking the returned kits, and ordering any part replacements required through AMS.
− Ensuring all SCRAM trained collectors are supplied with the relevant kit for fitting, associated paperwork and stock of replacement parts eg batteries, in advance of any appointment
− Identify collector availability to fulfil new referrals.
− Participant agreement management:
− Support Reporting and Finance teams with any case queries.
− Trouble shooting – responding to questions from the donor/IP regarding the equipment
− Check collector availability, prepare and send SCRAM appointment details and ensure collector confirms the appointment and it is entered on the collection calendar
− Record kit movements in and out on the SCRAM inventory log
− Ensure the CRM system is updated with all correspondence
− Monitor SCRAM email and voicemail and action as appropriate
− Actively work towards improving quality and customer service, at all times for example by contributing suggestions for improvement
− Develop excellent customer relationships and where appropriate follow up quotes and results and obtain customer feedback to help the company improve customer service
− Ensure that the company’s quality management system is applied at all times in particular by following appropriate SOPs, and keeping training records up to date
− Identifying amendments needed to company QMS documents
− Cleaning SCRAM units when required
− Ensure that non-conformities and complaints are recorded in a timely manner
− Respect the confidentiality of the information obtained in the course of analysing samples within the lab, and refrain from disclosing such information without written consent, except where disclosure is required by law or by a court order
Key Performance Measures to include:
− Maintain SCRAM inventory
− Ensure SCRAMNET detail recorded in line with GDPR requirements
− Maintain relationships with both Client Managers and SCRAM trained collectors
− Accuracy and timeliness of data entry on SCRAMNET
− Accuracy of data in CRM

Key Disciplines:
− Teamwork both within the commercial team and with the rest of the business
− Prompt, accurate data entry
− Responding to client requests promptly
− Provide accurate and complete information to Client Managers and SCRAM trained collectors
− Recording client correspondence on CRM

General Duties:
− Comply with the SOPs at all times; inform your manger and quality department immediately should there be an error in an SOP of if it needs updating.
− Become familiar with the aims, ethics and aspirations of the Company and to sustain and promote them. Participate enthusiastically in the growth and prosperity of the Company.

The Health and Safety at work act 1974 and the Management of Health and Safety at work regulation 1999 apply.
Within their working areas, staff are responsible for:
− Taking a personal and proactive interest in safety inspections and audits.
− Ensuring that they themselves are aware of the principal hazards and risks present in their department, that appropriate risk assessments of all hazardous items, areas and activities have been undertaken, and that work is being carried out in accordance with specified controls.
− Ensuring that all staff comply with company health and safety policies and codes of practice
− Suspending activities where health and safety is being compromised
− Undertake any other duties as directed that can be reasonably be accommodated within the salary range for the job and your expertise
− Identify your own training needs and undertake on-going training as directed. Generally keep abreast of developments affecting your duties and responsibilities.

The job description reflects the present requirements of the post. The description will be reviewed in consultation with the job holder as and when the duties and responsibilities change. This review will normally take place at the annual review meeting.

Privacy Notice
St David Recruitment Services is an Employment Agency providing work-finding services to our clients, candidates and work-seekers. Our Company must process personal data so that we can provide these services and in doing so, the Company acts as a Data Controller.
As a candidate, you may provide personal details to our Company directly in CV form or via our website. Alternatively, we may collect them from another source such as a third party jobs board. As a business, we must have a legal basis for processing personal data and in turn providing work-finding services. In the event that you are a candidate who has formally registered with St David Recruitment Services, please be advised that personal data is processed on the legal basis of ‘Contractual Obligation;’ the processing is necessary for the performance of a contract. In all other instances, where we receive personal data via direct or indirect means, either supplied by yourself or obtained via a public forum, we process data on the basis of ‘Legitimate Interest;’ processing is necessary for the purposes of our legitimate interest to provide work-finding services.
St David Recruitment Services will only share personal data with clients who have authorised us to source prospective candidates for permanent or temporary employment. Specific company names will be disclosed in advance of any data being shared.
As a business, we will retain personal data only for as long as is necessary, on a secure CRM system. The Conduct of Employment Agencies and Employment Businesses Regulations 2003, require us to keep work-seeker records for at least one year from the date of their creation or after the date on which we last provide work-finding services. Where applicable, we must also keep payroll records, holiday pay, sick pay and pensions auto-enrolment records for as long as is legally required by HMRC and associated national minimum wage, social security and tax legislation.
As an individual, you have several rights in respect to the processing of your personal data, all of which can be reviewed on our website. This includes the right to withdraw consent at any time by contacting the Recruitment Consultant with whom you initiated contact, or any other employee at St David Recruitment Services.
This e-mail may contain confidential personal data / sensitive personal data and is for the use of the intended addressee(s) only. Onward delivery, copying or similar disclosure of the contents of this e-mail should only be done so in accordance with GDPR legislation. If you receive this email by mistake, please advise the sender immediately and take appropriate measures to delete the content. E-mails sent and/or received via our organisation will retained and monitored for the purposes of ensuring compliance with GDPR.