Customer Service Advisor London, England
Job description
London
37.5 hours per week
Benefits: 25 days holiday + bank holidays, pension contribution
You 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. You will have a choice of two working schedules which will be either Tuesday - Saturday or Wednesday - Sunday. Once chosen, this will be your permanent working pattern. Candidates must be available Monday - Friday for the initial 4 weeks of training.
Key Responsibilities
- Maintain patient safety and uphold the highest standards of care
- Provide a discreet and efficient service to patients
- Work as part of a fast paced and energised team
- Deal with high volumes of patient queries
- Speak confidently to patients on the phone focusing on first time resolution
- Use the internal secure messaging system as the principal communication method to respond to patients
- Use the bespoke Online Doctor OPMS system to flag calls and messages accurately to enable accurate data collection
- Allocate lab test results to patients and assisting them in arranging relevant treatments where appropriate
- Liaise with pharmacies, labs and GP surgeries
- Raise operational and customer service incidents where customer care has been below that expected from the patient
- Investigate and resolve complaints received via a multitude of different platforms including an internal secure messaging system and TrustPilot reviews
- Oversee patient identity verification checks via an external partner
- Adhere to policies and processes relating to NHS partnerships
- Act as the 'voice of the customer' on business projects and expansions
- Work collaboratively within various business functions representing Online Doctor
- Triage calls to other parts of the business
Experience
Essential:
- Minimum 2 years+ Call Centre or customer service experience
- Experience of effectively handling customer complaints
- Energetic, empathetic communicator
- Excellent customer service skills and dispute management using first time resolution approach
- Excellent written and verbal communication skills
- Proficient in applications such as Outlook, Excel, Word, MS Teams
- Well organized, motivated
- Previous experience of using a CRM portal
Desirable
- Education to degree level or equivalent
- Experience of working in a healthcare setting
- DBS checked
Person specification
- Passionate about putting the patient first
- Calming, empathetic approach to patients and colleagues
- Ability to engage with senior healthcare professionals including GPs and Pharmacists
- Proactive, approachable, and confident in a multidisciplinary team
- To be a role model for the company values and understand impact on others
Job Types: Full-time, Permanent
Salary: £23,500.00-£26,000.00 per year
Benefits:
- Company pension
Schedule:
- Every weekend
- Monday to Friday
- Weekend availability
Ability 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
