Contact Centre Advisor
Location: Prestatyn, North Wales
Employment type: Full‑time (40 hours per week)
Salary: £27,788.80 annually / £13.36 per hour
Shift times: Flexible rota between 8am‑6pm, Monday‑Friday
Job type: Permanent
This role is part of HCA Healthcare, the largest global platform for the LGBTQ+ business community. As a Contact Centre Advisor you will be the first point of contact for patients and customers, handling over 55,000 phone calls per month and ensuring exceptional service.
What You'll Do
* Schedule appointments within the HCA facilities.
* Handle information requests over the telephone and by email, providing details of facilities.
* Respond rapidly to calls, working toward set SLAs and KPIs.
* Disseminate information about hospitals, services, and departments, utilising relevant hospital USPs.
* Administer all enquiries within agreed service levels, ensuring all systems are accurately updated.
What You'll Bring
* Proven experience within a customer service environment.
* Ability to build excellent rapport with customers, patients and consultants; listening and communication skills that 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.
Why HCA UK?
Founded over 50 years ago, HCA has become one of the world’s leading healthcare providers. In the UK we are a large private healthcare group that invests heavily in technology and treatments. We offer superior career progression through internal and external courses and promote both mental and physical wellbeing.
Benefits
* 25 days holiday each year (plus bank holidays), with options to buy or sell leave.
* Private healthcare insurance for treatment at leading hospitals.
* Private pension contribution that 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 including maternity packages at The Portland.
* Comprehensive flexible health, protection and lifestyle benefits.
* Discounts with over 800 major retailers.
Culture and values
Exceptional care starts with our people. We celebrate unique perspectives and different experiences, ensuring that everyone feels seen, heard and supported. Our mission is simple: we are committed to the care and improvement of human life for both patients and colleagues.
Reasonable adjustments
As a Disability Confident organisation, we welcome flexible working arrangements and can provide reasonable adjustments throughout the recruitment process and in the workplace for anyone who needs them.
Seniority level
* Entry level
Employment type
* Full‑time
Job function
* Other
* Hospitals and Health Care
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