Job summary

Our friendly Customer Services Adminstrator provides support to the clinical team at Wrightington, Wigan and Leigh NHS Wheelchair Service.

You will be our main Customer Service Administrator working closely together with the Clinical Team and providing a friendly welcome to all visitors to the service. The Clinical Team includes Physiotherapists, Occupational Therapists and Rehab Engineering staff.

This is a busy service, and most of the team have been in post for many years, bringing a wealth of experience to help to give a warm welcome to a new team member.

Main duties of the job

This post holder will lead on the data management and the reporting requirements of the service, along with other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails. Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes.

About us

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

We are Committed to Sustainability and we take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.

Job summary

We have a fantastic opportunity to join our Solihull Wheelchair Services.

You will lead a small, friendly team, based in a wheelchair clinical centre equipped to assess, prescribe and provide wheelchair and seating equipment to ensure the delivery of safe, effective, and person-centred care. We actively use a multi-disciplinary approach, linking with NHS services, and working in homes, schools and hospitals as well as clinic.

This rewarding role provides a unique opportunity to work with service users of all ages. Experience in posture & mobility services, childrens services, neuro, LD and rehab is an advantage. Knowledge of manual and powered wheelchairs is recommended but training is provided.

You will supervise other members of the team up to Band 6 level, and will yourself receive line management support from our Clinical Lead. Our management structure provides further clinical support from our Regional Therapist, Clinical Quality and Governance Manager and Head of Clinical Services.

The Team have a weekly meeting for information sharing and peer support.

Main duties of the job

Providing clinical leadership and expertise to the wheelchair services, working closely with service users, their families and carers and the multi-disciplinary teams supporting service users.

Supervise other members of the team up to Band 6 level.

Work as an autonomous practitioner, managing a caseload including complex service users.

Demonstrate clinical competence, effectiveness and best practice in all areas of clinical service delivery, including -

Triage.

Duty activities.

Clinical interventions, including assessment of mobility, posture and pressure care needs, prescription, review, and handover/set up of prescribed equipment, demonstrating evidence of service user involvement and collaboration in care planning.

Documentation, ensuring compliance with agreed record keeping systems and standards.

Caseload management.

Use of outcome measures.

Medical device management.

Take responsibility for maintaining safe clinic environments.

Safeguard children, young people and vulnerable adults with whom the service comes into contact.

Carry out physical/postural assessments and interventions which may involve kneeling, squatting, crouching, bending, twisting and maintaining static or awkward postures for short periods of time.

Lift, carry or adjust wheelchairs and other equipment, potentially several times a day on a daily basis.

About us

About us

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Culture and Values

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

Career Development and Support

We provide a mature career pathway designed to help you grow with us and clinical supervision and CPD opportunities are embedded at all levels. We offer opportunity, structure, encouragement and excellent line management support.

We offer a wide range of learning opportunities, including apprenticeships and training programmes. Many of our team members progress into new roles within the organisation, thanks to our strong grow your own culture.

Our Commitment to Sustainability

We take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.

Job summary

We have a fantastic opportunity to join our Surrey Wheelchair Services to manage a specialist caseload working with individuals who have long term complex health, mobility, postural and social needs.You will assess, prescribe and provide wheelchair and seating equipment to ensure the delivery of safe, effective and person-centred care.We operate as a whole service provision to provide cohesion and opportunities for provision on the day of assessment. We are friendly team who work Independently or with peer support, we utilise Video assessments and telephone triage to focus provision and resources. You will receive line management support from the Clinical Lead and provide supervision for junior staff. An ongoing commitment to learning and development, including PDR/PDP and CPD is key in this role.

The Clinical Team consists of OT, PT, Rehabilitation Engineer and clinical support. We work with a variety of MDT in the community. We are primarily clinic based at 2 sites Woking and Redhill and vans are provided for off site working. The post holder will be based at Woking with an expectation to assist with assessments at Redhill if required. This rewarding role provides a unique opportunity to work with service users of all ages. Experience in posture and seating (mobility/static) is required. Experience in children services, neuro, LD and rehabilitation is an advantage. Knowledge of wheelchairs is desirable but full product training will be provided.

Main duties of the job

Providing clinical leadership and expertise to the wheelchair services, working closely with service users, their families and carers and the multi-disciplinary teams supporting service users.

Supervise other members of the team up to Band 6 level.

Work as an autonomous practitioner, managing a caseload including complex service users.

Demonstrate clinical competence, effectiveness and best practice in all areas of clinical service delivery, including -

Triage.

Duty activities.

Clinical interventions, including assessment of mobility, posture and pressure care needs, prescription, review, and handover/set up of prescribed equipment, demonstrating evidence of service user involvement and collaboration in care planning.

Documentation, ensuring compliance with agreed record keeping systems and standards.

Caseload management.

Use of outcome measures.

Medical device management.

Take responsibility for maintaining safe clinic environments.

Safeguard children, young people and vulnerable adults with whom the service comes into contact.

Carry out physical/postural assessments and interventions which may involve kneeling, squatting, crouching, bending, twisting and maintaining static or awkward postures for short periods of time.

Lift, carry or adjust wheelchairs and other equipment, potentially several times a day on a daily basis.

About us

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Culture and Values

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

Career Development and Support

We provide a mature career pathway designed to help you grow with us and clinical supervision and CPD opportunities are embedded at all levels. We offer opportunity, structure, encouragement and excellent line management support.

We offer a wide range of learning opportunities, including apprenticeships and training programmes. Many of our team members progress into new roles within the organisation, thanks to our strong grow your own culture.

Our Commitment to Sustainability:We take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.

Details

Date posted

24 September 2026

Pay scheme

Agenda for change

Band

Band 7

Salary

£51,657 to £58,785 a year INCLUDING HCAS (Fringe)

Contract

Permanent

Working pattern

Full-time, Part-time

Reference number

E0453-26-0040

Job locations

Ross Care

Forsyth Road

Woking

Surrey

GU21 5SA

United Kingdom

Unit 30 Salbrook Road Industrial Estate

Salbrook Road

Redhill

RH1 5GJ

United Kingdom

Job description

Job responsibilities

To manage a highly specialist caseload within the Wheelchair Service working with children and adults who have complex health, mobility, postural and social needs. The post holder will be based at the Wheelchair Service centres but will travel, as necessary, to other locations. This may include schools, hospitals, care homes and/or service users homes. There may be a need for occasional travel to other Ross Care sites. The Wheelchair Service provided by Ross Care, on behalf of the NHS ICB, has a responsibility to ensure that all eligible service users receive the wheelchair equipment they require to meet their clinical mobility needs as assessed by the clinical team.

The post holder will support the delivery of a safe, caring, responsive, effective and well-led Wheelchair Service by -

Providing clinical input to the Wheelchair Service, working closely with service users, their families and carers and the multi-disciplinary teams supporting service users.

Working under the direction of the Clinical Lead to achieve contractual standards of performance and excellent customer service.

Provide supervision and leadership to junior staff members. Developing and maintaining links with other relevant services and organisations.

Developing and maintaining links with hard to reach sectors of the local community through close liaison with referrers, particularly local therapists.

Management and Communication -

Work positively with colleagues to maintain effective relationships within the team and with services such as the repair and maintenance services, actively promoting collaboration at all levels.

Report to and work collaboratively with the Clinical Lead, demonstrating an understanding of demand and capacity and efficient ways of working, to ensure provision of an effective clinical service that meets contractual obligations within the eligibility criteria and available budget.

Cover duties for Clinical Lead when necessary.

Under direction of the Clinical Lead to participate in the leadership of the clinical team and service.

Under the direction of the Clinical Lead, participate in the monitoring of performance and management of the local clinical service.

Conduct clinical supervision of junior team members as directed by the Clinical Lead to meet HCPC registration requirements and provide opportunities for reflecting on clinical practice and professional development.

Identify areas for service development, lead projects and participate in implementing developments.

Support development/review of policies and standard operating procedures.

Arrange, co-ordinate and attend clinics in community/school settings.

Communicate effectively with service user groups and with other stakeholders (e.g. service users and their families, health professionals in community or hospital settings, statutory, voluntary and charitable organisations) to facilitate joint working, where appropriate, attending and leading meetings as requested by the Clinical Lead.

Facilitate sensitive discussion of contentious outcomes with service users, carers, relatives, Wheelchair Service staff and other professional colleagues.

Facilitate effective communication with service users who have communication difficulties of any kind.

At all times, comply with controls assurance standards for wheelchairs.

Identify and report any areas of concern to service and senior managers.

Contribute to reviews and evaluations of existing and new equipment.

Clinical -

Work as a senior autonomous practitioner, managing a caseload of highly complex service users.

Demonstrate clinical competence, effectiveness and best practice in all areas of clinical service delivery -

Triage, Duty activities,

Clinical interventions including assessment of mobility, posture and pressure care needs, prescription, review, handover and set up of prescribed equipment, demonstrating evidence of service user involvement and collaboration in care planning.

Documentation, ensuring compliance with agreed record keeping systems and standards.

Caseload management. Use of outcome measures. Medical device management.

Ensure that Personal Wheelchair Budgets (PWB) are offered to eligible service users.

Ensure that Outcome measures are implemented in assessments, working with the service user to achieve their desired outcomes, including MDT collaborative working where appropriate.

Take responsibility for maintaining safe clinic environments.

Safeguard children, young people and vulnerable adults with whom the service comes into contact, through strict adherence to Ross Care safeguarding procedures and guidelines.

Understand and demonstrate knowledge of statutory obligations under the Mental Capacity Act in relation to capacity and consent. Following best practice guidelines.

Physical -

Carry out physical and postural assessments and interventions which may involve kneeling, squatting, crouching, bending, twisting and maintaining static or awkward postures for short periods of time.

Assist service users to transfer from surface to surface by the safest means, using any appropriate equipment.

Lift, carry or adjust wheelchairs and other equipment, potentially several times a day on a daily basis, e.g. into and out of storage areas, into and out of vehicles.

Attend moving and handling training and comply with Ross Care policies for moving and handling, at all times.

Be exposed to unpleasant working conditions, environments or weather conditions, e.g. sweat, bodily fluids, unhygienic surroundings, smoke filled rooms, cramped conditions.

May be exposed to verbal, or occasional physical aggression.

Spend extended periods at computer or laptop.

Drive on a regular basis, coping with busy and adverse driving conditions.

Educational -

Provide training, instruction and demonstrations and advice to service users and their carers, supporting the development of written and online resources.

Provide training, instruction, demonstrations and advice to other therapists, as appropriate, including opportunities for shadowing and supervised activities.

Support the development and delivery of internal and external training programmes.

Comply with Ross Care arrangements for continued professional development.

Attend appropriate health and safety and other mandatory training in accordance with Ross Care policies.

Support the provision of structured training opportunities, including apprenticeships and student placements.

Professional -

Adhere to relevant professional standards of practice, conduct and ethics.

Work as a senior practitioner and be accountable for own clinical practice and the supervision of others.

Maintain and develop own clinical competence and knowledge, including knowledge and management of mobility and postural support equipment, through clinical supervision, reflective practice, training and membership of special interest groups, recording this in line with HCPC requirements.

Take responsibility for personal and service development against organisational objectives.

Job description Job responsibilities To manage a highly specialist caseload within the Wheelchair Service working with children and adults who have complex health, mobility, postural and social needs. The post holder will be based at the Wheelchair Service centres but will travel, as necessary, to other locations. This may include schools, hospitals, care homes and/or service users homes. There may be a need for occasional travel to other Ross Care sites. The Wheelchair Service provided by Ross Care, on behalf of the NHS ICB, has a responsibility to ensure that all eligible service users receive the wheelchair equipment they require to meet their clinical mobility needs as assessed by the clinical team.The post holder will support the delivery of a safe, caring, responsive, effective and well-led Wheelchair Service by -Providing clinical input to the Wheelchair Service, working closely with service users, their families and carers and the multi-disciplinary teams supporting service users.Working under the direction of the Clinical Lead to achieve contractual standards of performance and excellent customer service.Provide supervision and leadership to junior staff members. Developing and maintaining links with other relevant services and organisations.Developing and maintaining links with hard to reach sectors of the local community through close liaison with referrers, particularly local therapists.Management and Communication -Work positively with colleagues to maintain effective relationships within the team and with services such as the repair and maintenance services, actively promoting collaboration at all levels.Report to and work collaboratively with the Clinical Lead, demonstrating an understanding of demand and capacity and efficient ways of working, to ensure provision of an effective clinical service that meets contractual obligations within the eligibility criteria and available budget.Cover duties for Clinical Lead when necessary.Under direction of the Clinical Lead to participate in the leadership of the clinical team and service.Under the direction of the Clinical Lead, participate in the monitoring of performance and management of the local clinical service.Conduct clinical supervision of junior team members as directed by the Clinical Lead to meet HCPC registration requirements and provide opportunities for reflecting on clinical practice and professional development.Identify areas for service development, lead projects and participate in implementing developments.Support development/review of policies and standard operating procedures.Arrange, co-ordinate and attend clinics in community/school settings.Communicate effectively with service user groups and with other stakeholders (e.g. service users and their families, health professionals in community or hospital settings, statutory, voluntary and charitable organisations) to facilitate joint working, where appropriate, attending and leading meetings as requested by the Clinical Lead.Facilitate sensitive discussion of contentious outcomes with service users, carers, relatives, Wheelchair Service staff and other professional colleagues.Facilitate effective communication with service users who have communication difficulties of any kind.At all times, comply with controls assurance standards for wheelchairs.Identify and report any areas of concern to service and senior managers.Contribute to reviews and evaluations of existing and new equipment.Clinical -Work as a senior autonomous practitioner, managing a caseload of highly complex service users.Demonstrate clinical competence, effectiveness and best practice in all areas of clinical service delivery -Triage, Duty activities,Clinical interventions including assessment of mobility, posture and pressure care needs, prescription, review, handover and set up of prescribed equipment, demonstrating evidence of service user involvement and collaboration in care planning.Documentation, ensuring compliance with agreed record keeping systems and standards.Caseload management. Use of outcome measures. Medical device management.Ensure that Personal Wheelchair Budgets (PWB) are offered to eligible service users.Ensure that Outcome measures are implemented in assessments, working with the service user to achieve their desired outcomes, including MDT collaborative working where appropriate.Take responsibility for maintaining safe clinic environments.Safeguard children, young people and vulnerable adults with whom the service comes into contact, through strict adherence to Ross Care safeguarding procedures and guidelines.Understand and demonstrate knowledge of statutory obligations under the Mental Capacity Act in relation to capacity and consent. Following best practice guidelines.Physical -Carry out physical and postural assessments and interventions which may involve kneeling, squatting, crouching, bending, twisting and maintaining static or awkward postures for short periods of time.Assist service users to transfer from surface to surface by the safest means, using any appropriate equipment.Lift, carry or adjust wheelchairs and other equipment, potentially several times a day on a daily basis, e.g. into and out of storage areas, into and out of vehicles.Attend moving and handling training and comply with Ross Care policies for moving and handling, at all times.Be exposed to unpleasant working conditions, environments or weather conditions, e.g. sweat, bodily fluids, unhygienic surroundings, smoke filled rooms, cramped conditions.May be exposed to verbal, or occasional physical aggression.Spend extended periods at computer or laptop.Drive on a regular basis, coping with busy and adverse driving conditions.Educational -Provide training, instruction and demonstrations and advice to service users and their carers, supporting the development of written and online resources.Provide training, instruction, demonstrations and advice to other therapists, as appropriate, including opportunities for shadowing and supervised activities.Support the development and delivery of internal and external training programmes.Comply with Ross Care arrangements for continued professional development.Attend appropriate health and safety and other mandatory training in accordance with Ross Care policies.Support the provision of structured training opportunities, including apprenticeships and student placements.Professional -Adhere to relevant professional standards of practice, conduct and ethics.Work as a senior practitioner and be accountable for own clinical practice and the supervision of others.Maintain and develop own clinical competence and knowledge, including knowledge and management of mobility and postural support equipment, through clinical supervision, reflective practice, training and membership of special interest groups, recording this in line with HCPC requirements. Take responsibility for personal and service development against organisational objectives.

Person Specification

Experience

Essential

• Post-registration experience working with patients with long-term and deteriorating medical conditions.
• Knowledge of a range of medical conditions (e.g. respiratory, neuro, orthopaedic), their management and implications for wheelchair prescription or other intervention.

Desirable

• Demonstrate strategies for organising own workload. Demonstrate a flexible and adaptable approach to working in order to meet competing priorities. Demonstrate skill development and critical analysis of skill gaps. Confident in the use of IT with knowledge and experience of Microsoft Office. Good communication skills, both written and verbal; positive interpersonal skills with an ability to community appropriately with colleagues, other professionals, carers and service users. Ability to communicate sensitive information in written and verbal forms to service users, other professionals and in-house staff. Effective strategies to cope with a variety of distressing situations, including challenging behaviour from service users. Ability to work under pressure. Demonstrate understanding of risk assessment and management within the healthcare environment. Demonstrate an understanding of safeguarding, including how to identify potential safeguarding situations, how to report them internally and ensure action within the MDT. Knowledge of legal issues (e.g. data protection, child protection, health and safety, vulnerable adults, human rights etc.). Demonstrate an understanding of health and safety responsibilities and compliance. Demonstrate an understanding of clinical governance requirements. Demonstrate knowledge and understanding of moving and handling techniques and procedures. Understanding of information governance and data protection issues. Demonstrate an understanding of managing diversity with the local populations and workforce. Understanding of multi-cultural issues. Demonstrate strategies for involving service users and carers in clinical decisions, ensuring all feedback is acknowledged. The post holder will work within all policies, procedures and budgets set by Ross Care The post holder will act at all times in the best interest of Ross Care The post holder must accept responsibility for ensuring that the policies and procedures relating to Health & Safety in the workplace are adhered to at all times The post holder must respect the confidentiality of data stored electronically or by other means in line with the Data Protection Act The post holder will not disclose to an unauthorised person any confidential information acquired through official duties unless they have received official permission to do so.

knowledge and skills

Essential

• HCPC registration. Enhanced DBS Clearance. Full UK driving licence and a willingness to drive Ross Care vehicles. An ability to adapt to changing environmental conditions, such as weather, exposure to unpleasant environments, bodily fluids, pets and other unspecified hazards.
• Experience of IT clinical notes
• Excellent communication skills

Desirable

• Member of the Chartered Society of Physiotherapy or the Royal College of Occupational Therapists
• Experience of Excel

Qualifications

Essential

• BSc or diploma in Occupational therapy or Physiotherapy

Person Specification Experience Essential Post-registration experience working with patients with long-term and deteriorating medical conditions. Knowledge of a range of medical conditions (e.g. respiratory, neuro, orthopaedic), their management and implications for wheelchair prescription or other intervention. Desirable Demonstrate strategies for organising own workload. Demonstrate a flexible and adaptable approach to working in order to meet competing priorities. Demonstrate skill development and critical analysis of skill gaps. Confident in the use of IT with knowledge and experience of Microsoft Office. Good communication skills, both written and verbal; positive interpersonal skills with an ability to community appropriately with colleagues, other professionals, carers and service users. Ability to communicate sensitive information in written and verbal forms to service users, other professionals and in-house staff. Effective strategies to cope with a variety of distressing situations, including challenging behaviour from service users. Ability to work under pressure. Demonstrate understanding of risk assessment and management within the healthcare environment. Demonstrate an understanding of safeguarding, including how to identify potential safeguarding situations, how to report them internally and ensure action within the MDT. Knowledge of legal issues (e.g. data protection, child protection, health and safety, vulnerable adults, human rights etc.). Demonstrate an understanding of health and safety responsibilities and compliance. Demonstrate an understanding of clinical governance requirements. Demonstrate knowledge and understanding of moving and handling techniques and procedures. Understanding of information governance and data protection issues. Demonstrate an understanding of managing diversity with the local populations and workforce. Understanding of multi-cultural issues. Demonstrate strategies for involving service users and carers in clinical decisions, ensuring all feedback is acknowledged. The post holder will work within all policies, procedures and budgets set by Ross Care The post holder will act at all times in the best interest of Ross Care The post holder must accept responsibility for ensuring that the policies and procedures relating to Health & Safety in the workplace are adhered to at all times The post holder must respect the confidentiality of data stored electronically or by other means in line with the Data Protection Act The post holder will not disclose to an unauthorised person any confidential information acquired through official duties unless they have received official permission to do so. knowledge and skills Essential HCPC registration. Enhanced DBS Clearance. Full UK driving licence and a willingness to drive Ross Care vehicles. An ability to adapt to changing environmental conditions, such as weather, exposure to unpleasant environments, bodily fluids, pets and other unspecified hazards. Experience of IT clinical notes Excellent communication skills Desirable Member of the Chartered Society of Physiotherapy or the Royal College of Occupational Therapists Experience of Excel Qualifications Essential BSc or diploma in Occupational therapy or Physiotherapy

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.

UK Registration

Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Additional information 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. UK Registration Applicants must have current UK professional registration. For further information please see NHS Careers website (opens in a new window).

Employer details

Employer name

Ross Care

Address

Ross Care

Forsyth Road

Woking

Surrey

GU21 5SA

United Kingdom

Employer's website

https://rosscare.co.uk/ (Opens in a new tab)

Employer details

Employer name

Ross Care

Address

Ross Care

Forsyth Road

Woking

Surrey

GU21 5SA

United Kingdom

Employer's website

https://rosscare.co.uk/ (Opens in a new tab)

Job summary

Our friendly Customer Services Team provides support to the Wheelchair Service Clinics in Stoke and Staffordshire.

You will be the Senior Customer Service Administrator who will work closely with one colleague who you will supervise but is based in our different clinic location. The team consists of Physiotherapists, Occupational Therapists, a Rehabilitation Engineer and Technical Support staff.

You will be responsible to the Clinical Lead therapist and also to other Senior Clinicians on a day-to-day basis.

This is a busy service, and most of the team have been in post for many years, bringing a wealth of experience to help to give a warm welcome to a new team member.

Main duties of the job

The post holder will manage the complex clinical scheduling and bookings of clinics to maximise capacity across multiple localities and clinicians. You will be responsible for supervising the other customer services team members.

This post holder will lead on the data management and the reporting requirements of the service, along with other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails. Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes.

A key skill will be dealing with callers over the phone or face to face who are in distressing situations to ascertain facts, contact details and an accurate message.

About us

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

We are Committed to Sustainability and we take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.

Job summary

Our friendly Customer Services Team provides support to the Wheelchair Service Clinics in Stoke and Staffordshire.

You will be the Senior Customer Service Administrator who will work closely with one colleague who you will supervise but is based in our different clinic location. The team consists of Physiotherapists, Occupational Therapists, a Rehabilitation Engineer and Technical Support staff.

You will be responsible to the Clinical Lead therapist and also to other Senior Clinicians on a day-to-day basis.

This is a busy service, and most of the team have been in post for many years, bringing a wealth of experience to help to give a warm welcome to a new team member.

Main duties of the job

The post holder will manage the complex clinical scheduling and bookings of clinics to maximise capacity across multiple localities and clinicians. You will be responsible for supervising the other customer services team members.

This post holder will lead on the data management and the reporting requirements of the service, along with other customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails. Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes.

A key skill will be dealing with callers over the phone or face to face who are in distressing situations to ascertain facts, contact details and an accurate message.

About us

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

We are Committed to Sustainability and we take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.

Job summary

Our friendly Customer Services Administrator provides support to the clinical team at Tameside and Oldham NHS Wheelchair Service.

You will be one of our Customer Service Administrators working closely together with the Clinical Team and providing a friendly welcome to all visitors to the service. The Clinical Team includes Physiotherapists, Occupational Therapists and Rehab Engineering staff.

This is a busy service, and most of the team have been in post for many years, bringing a wealth of experience to help to give a warm welcome to a new team member.

Main duties of the job

This post holder will undertake customer service duties including loading referrals onto the IT system, arranging clinic appointments, and dealing with telephone calls and emails. Strong skills and experience in Microsoft Excel and Word will be required, to develop our information management processes under the direction of experienced members of the team. Key skills include empathy and clear communication to help put our service user's and carers at the heart of all we do.

About us

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

We are Committed to Sustainability and we take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.

Job summary

Job summary

We have a fantastic opportunity for an Occupational Therapist or Physiotherapist to join our friendly Wheelchair Service team. We support people in the Kent and Medway area who require long term mobility equipment and seating solutions to achieve and maintain their lifestyle choices. The role involves holistic assessment and prescription of specialist wheelchair equipment, and you will develop expertise in postural management and pressure care.

The Clinical Team, led by a Clinical Lead, consists of OT's, Physiotherapists, Rehabilitation Engineer, technicians, medical secretary, and support assistants. We operate as a whole service provision which includes Customer Services, Warehouse Operatives and Field Service Engineers. This gives the opportunity to provide Wheelchairs, cushions, and accessories on the day of Assessment.

We are primarily clinic based at 2 sites Kent and Gillingham where we have excellent facilities. We also work in service users homes, schools, day centres and specialist services, alongside community providers and acute services. You will be involved in training referrers and prescribers.

The team work Independently or with peer support, we utilise telephone and video assessments to focus provision and resources.

You will receive line management support from a Band 7 Therapist with additional support from the Clinical Lead. Training for the role will be provided with an ongoing commitment to learning and development, including PDR/PDP and CPD.

Main duties of the job

Providing clinical input to the wheelchair services, working closely with service users, their families and carers and the multi-disciplinary teams supporting service users.

Work as an autonomous practitioner, managing a caseload including complex service users.

Demonstrate clinical competence, effectiveness and best practice in all areas of clinical service delivery, including -

Triage.

Duty activities.

Clinical interventions, including assessment of mobility, posture and pressure care needs, prescription, review, and handover/set up of prescribed equipment, demonstrating evidence of service user involvement and collaboration in care planning.

Documentation, ensuring compliance with agreed record keeping systems and standards.

Caseload management.

Use of outcome measures.

Medical device management.

Take responsibility for maintaining safe clinic environments.

Safeguard children, young people and vulnerable adults with whom the service comes into contact.

Carry out physical/postural assessments and interventions which may involve kneeling, squatting, crouching, bending, twisting and maintaining static or awkward postures for short periods of time.

Lift, carry or adjust wheelchairs and other equipment, potentially several times a day on a daily basis.

About us

About Us

Ross Care provide clinically lead, high-quality wheelchair services on behalf of the NHS. Our friendly teams include OTs, Physiotherapists and Rehabilitation Engineers, providing services for all age ranges.

We operate across 40 regions in England and Wales, supporting over 400,000 wheelchair users each year and covering 45% of the population. We take great pride in the role we play in making a real difference in the lives of those who matter most - our patients and their families.

Culture and Values

Ross Care are a values-led organisation where people come first and whilst demand can often be high, our commitment to delivering high-quality care never wavers.

We foster an environment where every team member is included, supported and empowered to contribute ideas and shape how we deliver services.

Career Development and Support

We provide a mature career pathway designed to help you grow with us and clinical supervision and CPD opportunities are embedded at all levels. We offer opportunity, structure, encouragement and excellent line management support.

We offer a wide range of learning opportunities, including apprenticeships and training programmes. Many of our team members progress into new roles within the organisation, thanks to our strong grow your own culture.

Our Commitment to Sustainability

We take our environmental responsibilities seriously - tracking our carbon footprint, setting measurable targets, and continuously seeking new ways to reduce environmental impact.