Contact Centre Advisor – Prestatyn, North Wales
Salary: £28,912 per annum. Shift times: Rota basis with flexible shift options, currently between 8 am–6 pm Monday–Friday. Contract type: Permanent and Fixed‑Term contracts available.
We’re looking for a Contact Centre Advisor to join our team based in Prestatyn. Our Contact Centre Advisors handle more than 55,000 patient calls per month and are the first point of contact for our patients and customers. HCA has been founded on 5‑star exceptional service and our team ensures that all patients receive VIP treatment from the initial call.
What You’ll Do
* Schedule appointments within the HCA facilities.
* Handle information requests over the telephone and by e‑mail, providing details of facilities.
* Provide rapid responses when answering calls, working towards set SLAs and individual KPIs.
* Disseminate information about hospitals, their services, and departments, utilising relevant hospital USPs.
* Administer all enquiries within agreed service levels and update systems accurately.
What You’ll Bring
* Proven experience within a customer service environment.
* Ability to build excellent rapport with customers, patients, and consultants, and to inspire confidence.
* Demonstrated empathy, patience, and diplomacy to reassure customers, overcome challenges and deliver the highest standards of customer service.
* Knowledge of healthcare or clinical experience is desirable but not essential.
* Computer literate.
Benefits
* 25 days holiday each year (plus bank holidays), increasing with service, with option to buy or sell leave.
* Private healthcare insurance for treatment at our leading hospitals.
* Private pension contribution which increases with length of service.
* Season ticket loan and cycle‑to‑work scheme.
* Group life assurance from day one.
* Critical illness cover.
* Enhanced maternity and paternity pay.
* Corporate staff discount for all facilities.
* Comprehensive range of flexible health, protection and lifestyle benefits.
* Discounts with over 800 major retailers.
Culture and values
At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and experiences that each of us bring, and we are committed to knowing that when you feel seen, heard and supported, you can be at your best for our patients and each other.
Our mission is simple – we’re committed to the care and improvement of human life. To achieve this we live and breathe four core values:
* Unique and individual – we recognise and value everyone as unique and individual.
* Kindness and compassion – we treat people with kindness and compassion.
* Honesty, integrity and fairness – we act with absolute honesty, integrity and fairness.
* Loyalty, respect and dignity – we trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity.
Reasonable adjustments
We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organization, we’re happy to discuss flexible working arrangements and offer reasonable adjustments throughout the recruitment process and in the workplace to anyone that needs them.
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