Job Description
In Brief
Teladoc Health is the global leader in virtual care, offering comprehensive solutions across primary care, mental health, expert medical services, connected devices, and licensed platform services.
We’re currently looking for a Customer Service Consultant to join our growing team. In this role, you’ll support a wide range of customers, helping them easily access our health and wellbeing services and making sure they feel supported at every step.
Contract type: Permanent
Salary: £26,500 per annum
Hours of work: Days 8-hour shift (7am – 3pm & 3pm – 11pm on 6 week rolling rota basis)
Place of work: Hybrid – remote and office-based (central Brighton)
The Role:
You’ll handle enquiries across phone, email and web chat, taking ownership of each case from start to finish. Working closely with healthcare professionals and internal teams, you’ll play a key part in making sure customers feel supported, informed and looked after at every stage of their journey.
At Teladoc Health, we’re changing how people experience healthcare, making it more convenient, more accessible, and more effective. You’ll play an important part in delivering that experience day to day through helpful, human conversations.
Role and Responsibilities
* Responding to and resolving all in-bound customer queries through multiple communication channels; telephone, email and web-chat
* Updating and maintaining accurate customer records on our database, including uploading scans and medical reports.
* Taking responsibility for customer enquiries from start to finish
* Adopting a customer first approach in everything that you do
* Analytical ability in order to identify and improve current processes and procedures
* Opening, capturing and allocating new cases to doctors, mental health professionals and nutritionists
* Outbound calls to our team of healthcare professionals and 3rd party medical facilities such as GP practices and pharmacies.
* Coordination and collection of medical records from clinics, hospitals and GP surgeries in the UK.
* Coordination and communication with other Teladoc Health global offices when required
* Taking an active role in business-wide projects where appropriate
Skill Requirements/Preferences
* Customer Service experience in the UK and/or global health insurance market or employee benefits market, or relevant transferable skills and knowledge from other industries
* Demonstrated track record in helping customers and willingness to go the extra mile to satisfy customer demand
* Able to work independently as well as to contribute effectively to the team.
* Excellent planning and organisation skills.
* Excellent communicator – written and verbal.
* Great team player who maintains a positive outlook and believes in sharing skills and knowledge, to ensure success for all.
* Demonstrated experience in supporting a diverse client base
* Total proficiency with Microsoft programmes and ability to adapt to and learn new processes, technology and software packages
* Keen eye for detail, punctual, organised and empathetic
Why join Teladoc Health UK?
* Be part of a Great Place to Work Certified organisation, committed to inclusivity and wellbeing.
* We are Disability Confident Committed, as well as Brighton and Hove Living Wage Employer.
* Enjoy flexible hybrid/remote working within a supportive team environment.
* Access comprehensive benefits, including private medical insurance, pension contributions, extended parental leave, and an employee assistance programme.
* Engage in meaningful work, delivering impactful healthcare solutions to clients globally.
* Join a growing, innovative organisation at the forefront of virtual healthcare.
Our Employee Benefits include
* Private medical insurance after probation
* Pension fully funded by Teladoc Health at 8% of qualifying earnings
* Life Assurance protection with add-on virtual GP consultations
* Employee Assistance Programme (mental health, financial, and legal advice)
* 25 days’ annual leave plus public holidays (pro rata if part-time or fixed-term)
* Additional leave for parental, carer’s, compassionate, dependant, menopause and fertility support
* One week of study leave per year (pro rata)
* Extended sick pay
* Access to training and development opportunities
* Cycle to Work scheme
* Electric vehicle salary sacrifice scheme
* Employee referral programme
* Company laptop and equipment
* Free flu vaccinations
* One paid volunteering day per year
* Company events
* Any other benefits offered by Teladoc Health UK from time to time
About Teladoc Health
Teladoc Health is the world’s leading virtual care provider, delivering care to over 20 million members across 125 countries. Teladoc formally entered the UK virtual care space in 2019 offering the only comprehensive virtual care solution spanning telehealth GP services, expert medical opinion (EMO), mental health support, nutrition and physiotherapy consultations. We work with the world’s leading life, health, accident, travel and general insurers, other large corporates, affinity groups, and the NHS to deliver industry-leading, award-winning virtual healthcare services to their policy holders, employees, and patients.
Our Commitment to Equality and Diversity
Teladoc Health UK adopts a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.
We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do. We strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join Teladoc Health UK.