NVQ Level 2 Business and Admin Suzanne Leach
Personal Statement Unit 219
There are many different features of the telephone system I use but I don’t
find much reason to use some of the functions. One of the functions I don’t
use is the ‘send all’ which means that any calls I receive will be diverted
around the other corporate phones. Unfortunately I am in a separate office to
the rest of my colleagues and the phone system is linked to the library so
there’s no use diverting my calls. When it comes to transferring calls, this is
another feature I don’t need as most of the time they will ask specifically for
the person they wish to speak to and I can either explain to the caller that I will
need to pass them over to my line manager or, if I am unable to answer a
query, give them my colleague’s number. Most of the queries involve referrals
and interview bookings. Sometimes though the caller will be after specific
information, either financially or how to get involved with the scheme. It’s at
these times that I will explain they will need to speak to my colleague.
When I am taking messages it is important to write down all the relevant
information. With callers for FJF wishing to speak to either my colleagues or
my line manager who are currently unavailable I will usually ask for their
name, the best contact number for them and some more information so when
I pass the message on I can give some more information about the purpose of
the call. If I pick up a call for Adult Learning I won’t take any details about the
purpose of the call as this could be confidential or private. Instead I will just
explain that I am going to pass them over to one of the two administrators for
Adult Learning, then tell the administrator the name of the person calling.
Sometimes though I am only listening to messages that have been left for us,
so I will always note down the date the caller rang, their name and, if they are
calling from a job centre, which job centre they are from. Sometimes the
advisors will make the full referral, giving me the name, contact number, NI
number and sometimes an email address which means I don’t have to call
them back to get any information. Often however the advisor will ask
specifically for me to call them back which I aim to do within a few hours of
receiving the message unless I have nothing urgent to do. Once I have dealt
with the message and called back I will then go through and delete the
message. This is important as if I didn’t do this as soon as possible, there is a
chance that either myself or my line manager could end up getting confused
at a later stage and thinking the message had not been dealt with and go to
call back, therefore giving the impression that there’s no communication or
organisation.
When leaving messages the information I give has to be clear and concise
without giving too much detail just in case I either have the wrong number or a
different person picks the message up. With candidates to avoid this, I usually
say something along the following lines:
“Good morning, this is a message for Jane Doe. My name is Suzanne Leach,
I’m calling from Future Jobs Fund regarding the position you have been
referred to for Oxfordshire County Council. I do have an interview date and
Personal Statement Unit 219
There are many different features of the telephone system I use but I don’t
find much reason to use some of the functions. One of the functions I don’t
use is the ‘send all’ which means that any calls I receive will be diverted
around the other corporate phones. Unfortunately I am in a separate office to
the rest of my colleagues and the phone system is linked to the library so
there’s no use diverting my calls. When it comes to transferring calls, this is
another feature I don’t need as most of the time they will ask specifically for
the person they wish to speak to and I can either explain to the caller that I will
need to pass them over to my line manager or, if I am unable to answer a
query, give them my colleague’s number. Most of the queries involve referrals
and interview bookings. Sometimes though the caller will be after specific
information, either financially or how to get involved with the scheme. It’s at
these times that I will explain they will need to speak to my colleague.
When I am taking messages it is important to write down all the relevant
information. With callers for FJF wishing to speak to either my colleagues or
my line manager who are currently unavailable I will usually ask for their
name, the best contact number for them and some more information so when
I pass the message on I can give some more information about the purpose of
the call. If I pick up a call for Adult Learning I won’t take any details about the
purpose of the call as this could be confidential or private. Instead I will just
explain that I am going to pass them over to one of the two administrators for
Adult Learning, then tell the administrator the name of the person calling.
Sometimes though I am only listening to messages that have been left for us,
so I will always note down the date the caller rang, their name and, if they are
calling from a job centre, which job centre they are from. Sometimes the
advisors will make the full referral, giving me the name, contact number, NI
number and sometimes an email address which means I don’t have to call
them back to get any information. Often however the advisor will ask
specifically for me to call them back which I aim to do within a few hours of
receiving the message unless I have nothing urgent to do. Once I have dealt
with the message and called back I will then go through and delete the
message. This is important as if I didn’t do this as soon as possible, there is a
chance that either myself or my line manager could end up getting confused
at a later stage and thinking the message had not been dealt with and go to
call back, therefore giving the impression that there’s no communication or
organisation.
When leaving messages the information I give has to be clear and concise
without giving too much detail just in case I either have the wrong number or a
different person picks the message up. With candidates to avoid this, I usually
say something along the following lines:
“Good morning, this is a message for Jane Doe. My name is Suzanne Leach,
I’m calling from Future Jobs Fund regarding the position you have been
referred to for Oxfordshire County Council. I do have an interview date and
