Customer Advisor London
Job description
London37.5 hours per weekBenefits: 25 days holiday + bank holidays, pension contributionYou will join a growing and expanding team of Patient Advisors. You will ensure a first-class service is delivered to every patient whilst maintaining patient safety. Coaching, support, development, career guidance and motivation will be provided to all Patient Advisors as you are the voice of the patient and brand. You will provide an excellent service to patients via telephone calls and messages and work with internal and external partners such as our partner lab, delivery carriers and pharmacies to ensure every patient receives a first-class service.The purpose of your role is to be at the forefront of digital healthcare transformation and to support patients in receiving a safe and effective service in a fast paced and changing landscape. This is an office-based role with hybrid working available once the training period is complete. The shift pattern will be Monday to Friday with occasional Sunday shift (once training has been completed). Candidates must be available Monday - Friday for the initial 4 weeks of training before permanently settling into this pattern.Key ResponsibilitiesMaintain patient safety and uphold the highest standards of careProvide a discreet and efficient service to patientsWork as part of a fast paced and energised teamDeal with high volumes of patient queriesSpeak confidently to patients on the phone focusing on first time resolutionUse the internal secure messaging system as the principal communication method to respond to patientsUse the bespoke Online Doctor OPMS system to flag calls and messages accurately to enable accurate data collectionAllocate lab test results to patients and assisting them in arranging relevant treatments where appropriateLiaise with pharmacies, labs and GP surgeriesRaise operational and customer service incidents where customer care has been below that expected from the patientInvestigate and resolve complaints received via a multitude of different platforms including an internal secure messaging system and TrustPilot reviewsOversee patient identity verification checks via an external partnerAdhere to policies and processes relating to NHS partnershipsAct as the 'voice of the customer' on business projects and expansionsWork collaboratively within various business functions representing Online DoctorTriage calls to other parts of the businessExperienceEssential:Minimum 2 years+ Call Centre or customer service experienceExperience of effectively handling customer complaintsEnergetic, empathetic communicatorExcellent customer service skills and dispute management using first time resolution approachExcellent written and verbal communication skillsProficient in applications such as Outlook, Excel, Word, MS TeamsWell organized, motivatedPrevious experience of using a CRM portalDesirableEducation to degree level or equivalentExperience of working in a healthcare settingDBS checkedPerson specificationPassionate about putting the patient firstCalming, empathetic approach to patients and colleaguesAbility to engage with senior healthcare professionals including GPs and PharmacistsProactive, approachable, and confident in a multidisciplinary teamTo be a role model for the company values and understand impact on othersJob Types: Permanent, Full-timeSalary: £23,500.00-£26,000.00 per yearBenefits:Company pensionSchedule:Monday to FridayWeekend availabilityAbility to commute/relocate:London: reliably commute or plan to relocate before starting work (required)Work authorisation:United Kingdom (required)Work Location: Hybrid remote in London
