Enquiries and Admissions Officer London, England
Job description
Do you enjoy making a positive impact in the lives of others? Work In Progress Healthcare Ltd trading as Help Me Stop is a leading resource for people seeking access to affordable private outpatient face to face and online drug and alcohol treatment in the UK. With centers in London and Hampshire and a vibrant online service Help Me Stop continues to grow.
A full-time opportunity has arisen for experienced individual to deliver excellent customer service to all enquirers wishing information to access treatment in our services and to provide pre-admission assessments. Working from home and onsite when required this post is key to getting help to clients and the families ravaged by alcohol and drug problems.
Working alongside the Marketing Manager and Managing Director to a flexible rota, including day, early evening and some weekend work, this post is the gateway for treatment for Help Me Stop programmes.
This post commands a basic salary topped up by a KPI commission based on initial contacts, follow ups, assessments and admissions.
Main duties and responsibilities:
- Along with the Marketing Manager and Managing Director to have responsibility of being the first point of contact for all treatment enquiries, driving improvements in customer service and ensuring a smooth and professional enquiry process to the point of assessment and start of treatment
- Taking ownership for the progression of all enquiries within an agreed timescale, including owning client communication regarding initial first contact, follow ups, correspondence and appointment/assessment booking and undertaking
- Close liaison with the Marketing Manager, Treatment Service Managers and Managing Director to ensure an efficient process from enquiry to admission.
- Using Sales Force and other CRMs to ensure all enquiries, assessments and admissions are recorded and tracked, maintaining efficient process flows and admitting/closing enquiries in a timely manner
- Manage the enquiry telephone line, Live Chat and Facebook and other Social Media lead generation channels including enquiry email inbox and contact forms, ensuring response times are adhered to and appropriate cover is provided during absences
- Work with the Marketing Manager and Managing Director and others as appropriate to ensure an efficient enquiry process is being delivered and that all enquiries are being responded to across enquiry service opening hours
- Generate client contract paperwork and take funds as necessary
- Support Treatment Service Managers in the administration and payment taking of client extensions, family programmes and 1:1's
- Weekly reporting on enquiry conversion rates, response times, lead times for first contact/appointments and other appropriate metrics as defined by the Marketing Manager
- Support the Managing Director in relationship building with current and new referral streams
Other Duties:
- To uphold all Help Me Stop’s policies and procedures and actively promote equality of opportunity in the course of your work
- To contribute positively to relevant internal and external forums.
- To collaborate effectively with partner agencies and referrers and bring a proactive approach to partnership work.
- To undertake any other duties as instructed by the Managing Director and Marketing Manager that will contribute to fulfilling Help Me Stop’s aims
Supplemental Pay:
- Commission pay
Job Type: Full-time
Salary: £35,000.00 per year
Benefits:
- Company pension
- Sick pay
- Work from home
Schedule:
- Monday to Friday
- Weekend availability
Supplemental pay types:
- Commission pay
Application question(s):
- Do you have personal or professional experience of individuals who have had drug or alcohol problems?
- Do have knowledge of the 12 step model of recovery i.e. AA, NA, CA and MA?
- Do you have experience of working to targets/KPI's and in a pressurized environment?
Work Location: Hybrid remote in London
