Job Title: Client Services Advisor
Contract: 6 month fixed term, Full-time (37.5 hours per week) Monday to Friday
Location: Hybrid to Sheffield or Meriden
Salary: £24,784.50 per annum
As a Client Services Advisor at Medigold Health, you will play a key role in delivering a high-quality, responsive service to clients across the UK. As a leading provider of occupational health and wellbeing solutions, Medigold Health relies on its Client Services team to be the front line of the business; handling calls, providing clear and accurate information, and ensuring an excellent customer experience at every interaction.
You will manage customer enquiries, coordinate clinical appointments, and maintain accurate records, ensuring all services are delivered in line with contractual and service level agreements. Acting as a central point of contact, you will work closely with operational and clinical teams, as well as external providers, to ensure a seamless and efficient service.
This is a fast-paced, delivery-focused role suited to someone with strong organisational skills, a high level of attention to detail, and a proactive, customer-first approach. If you enjoy helping people, solving problems, and delivering a high standard of service, we’d love to hear from you!
Main Objectives
* Working in a varied and fast paced environment our Client Service Teams work to promote a culture of customer satisfaction by delivering timely and accurate responses to our customer’s needs.
* Take ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data.
* Trained and provided with the tools and technology to respond to our customer’s needs, our Client Service Advisors can enjoy working on a variety of tasks throughout the working day, reaching across geographical boundaries and Industry sectors.
* Listening and connecting with both our customers and our internal departments to address customer’s needs, our teams are problem solvers, who constantly strive to improve the customer experience.
* Supporting the operational and clinical teams to ensure delivery of services within contractual agreements.
Specific Responsibilities
* Call handling
* Diary Management and logistical coordination of clinical appointments to achieve service level agreements and to support the clinical service delivery across the Medigold Health footprint and network of third-party providers.
* Managing Health surveillance recall programmes. Create appointment schedules to meet service level agreements and to support the clinical service delivery
* Maintaining and updating personal sensitive information – in line with current GDPR
* Undertaking all administrative processes and providing professional, timely and accurate responses to all enquires
* Work to the agreed Policies and Procedures for Health Surveillance & Customer service.
* Dispatch OH reports following the dispatch process utilising Medigold Health systems.
* Perform all duties within the companies defined training and process guidelines and working to agreed timelines
* Takes ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data, in line with GDPR guidelines.
* Work in a varied and fast-paced environment to deliver prompt, accurate responses to all customer enquiries to enhance the customer journey.
* Act as the initial point of escalation for all stakeholders across multiple locations. Escalate service level issues to Line Managers when appropriate
* Work individually and collaboratively with all clients and Medigold Health stakeholders to ensure that all aspects of the contracts operational commitments are met
* Live the brand and demonstrate the Medigold Health genetic code
Requirements For This Role
* Previous customer service skills and experience.
* Proficient in handling inbound and outbound calls, listening to customers’ needs and requests providing helpful solutions to their problems.
* Proficient use of Microsoft Office and IT Solutions
* Diary management experience
* Ability to rationalise competing priorities
* Confident communicator
* Providing services to meet quality assurance targets
* Working to and maintaining Internal and external KPI's
* Maintaining accurate customer service record
Our Company Benefits
* 31 days holiday inclusive of bank holidays, increasing with length of service
* Pension Scheme
* Access to Company benefits and discount portal
* Access to a Health Cash Plan
* Free eyecare vouchers
* Cycle to work scheme
* Access to confidential Employee Assistance programme
* Interactive mental health and wellbeing app
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