customer relations Sheffield, England
Job description
Altrix Technology Limited is a health-tech company, with locations in both London and Sheffield. We opened our new customer contact hub in Sheffield in November 2022 and need to grow our amazing existing team to include Customer Service Advisors.
Altrix specialises in the automated recruitment and placement of flexible Healthcare Professionals into the highly regulated NHS. Altrix is different because we are technology first, ensuring automation and efficiency is at the forefront of how our users and clients experience our platform, app and service. We are disrupting the world of temporary recruitment for specialised and regulated industries through much needed automated technologies.
By providing an Uber like solution, Altrix has four major goals:
- Automating flexible workforce recruitment and placement for the NHS;
- Considerably reducing agency costs (We estimate saving £25m p.a. for the NHS);
- Improving hourly rates for Healthcare Professionals;
- Creating a marketplace with pricing transparency.
There has never been a more exciting time to be involved with Altrix and, following the successful conclusion of a recent fundraising, we are excited about the next chapter of growth. If you are creative, respectful, honest, responsible, brave, and customer focused Altrix would love to hear from you.
Role Outline
Job Title: Customer Service Advisor
Location: Sheffield/ Hybrid
Role Outline and Purpose:
The Customer Service Advisor is the front-line response to all incoming queries and requests from healthcare professionals and clients. You will answer inbound calls, WhatsApp's and emails and work closely with the Workforce team to ensure that all queries are resolved as promptly and efficiently as possible.
You will report directly to your Operations Manager and meet agreed targets and performance metrics.
Salary: £21,000 - £23,000 per annum + 20% Bonus dependent on experience
Company Benefits:
- 25 days holiday per annum (rising to 27 after 2 years) + 8 bank holidays & your birthday off
- Company Socials (Events ranging from free breakfast socials to after work nights out on a monthly basis)
- Healthcare Cash Plan (Covers medical bills, prescriptions and even massages and yoga!)
- Employee Assistance Programme (24 hour mental health and wellbeing phoneline and employment support)
- Hybrid Working (Once you’ve passed probation you get the option to work from home on a hybrid basis – and get £250 to spend on a home office setup!)
- Flexible Working/Condensed Hours
- Pension Scheme
- Eligible for company bonus
Hours: Full Time (37.5 hours p/w) or Part Time (Minimum 12 hours p/w)
Our service opening hours are from 5:00am – 22:00pm Mon- Sun. Flexible and Variable hours will be agreed individually and no one is expected to cover all opening hours.
Tenure: Permanent
Key Tasks:
- Providing focused and friendly customer service, handling member enquiries, answering any questions or queries in person via email, phone and webchat.
- Follow internal systems and processes in relation to shift bookings, timesheets, pay and other queries from members and clients.
- Ensuring automated tasks run to schedule.
- First line trouble shooting of issues and escalation where appropriate.
- Processing shifts booked by candidates onto third party workforce management systems
- Removing expired bookings from Altrix platform
- Maintaining secure, efficient and accurate records.
- Configuring and maintaining data within Altrix platform.
- Provide support and service information to members, to encourage utilisation and retention.
- Completing and submitting agency checklists
- Formatting candidate CVs
- Work efficiently, proactively and to the best of their ability to achieve agreed targets of customer service and subsequent utilisation.
- Developing professionally and personally.
- Maintaining an acceptable level of knowledge about the Altrix service and keeping up-to-date with proposition developments.
Person Specification
Qualifications, education and training
- GCSE or demonstrable equivalent experience
Skills and knowledge
- Ability to provide excellent customer service to candidates and staff
- Excellent verbal and written communication skills
- IT skills including application of Microsoft office products (MS Teams, Word, Excel, PowerPoint etc)
- Awareness of NHS employment standards(Desirable)
Experience
- Experience of working in a customer service environment
- Enthusiastic team player
- Worked in a sales environment or within a performance driven industry (Desirable)
- Recruitment background (Desirable)
Personal Qualities
- Ability to demonstrate Altrix’ values
- Ability to manage time effectively
- Ability to prioritise workload
