NightHawk Call Operator
"Call Handler, Customer Service, Call Centre, Helpdesk Operator"
Salary: Starting at £19,126 (Full time equivalent £25,616)
Hourly rate: £13.13
28 hours per week
Shifts: 4 nights on, 4 nights off. Shifts are 8 hours, covering two patterns, which change every fortnight - 16:45 to 00:45 and 00:30 to 08:30
Job role:
This is an exciting time to join the UK's largest private healthcare telemedicine company based in Hastings, East Sussex, who are expanding their NightHawk team, who provide top quality service and support for our clients and radiologists.
In this role you will be acting as Medica's primary point of contact as a part of the service delivery NightHawk team, working in a fast-paced environment.
Key responsibilities:
* Handling Inbound and Outbound Calls: Managing large volumes of incoming and outgoing calls in a timely manner
* Communicating professionally and effectively with clinically trained professionals such as radiographers, radiologists and clinicians
* Call Control Techniques: Manage and direct conversations effectively, ensuring that calls maintain uniformity in communication, ensure all necessary information is recorded while maintaining customer satisfaction
* Utilise available resources and call distribution systems to route calls to the appropriate reporters in the fastest and most efficient manner
* Data Entry: Accurately recording customer information and patient details into bespoke NightHawk Portal to ensure data integrity
* Accurately record and contribute to shift summaries at the end of each shift. This includes noting key activities, customer interactions, issues resolved, escalations, and any other relevant information
* Feedback and Improvement: Providing feedback on the workflow to supervisors to help improve processes and customer satisfaction
* Adhering to and maintaining knowledge of Medica accreditation standards
Who we are:
Medica is the UK's leading telemedicine provider, supporting over 50% of NHS trusts with specialist reporting services across the globe. With over 240 head office staff and continued growth, now is a great time to become part of our journey.
We welcome applications from all backgrounds and communities to help us build inclusive teams and a diverse workforce. We offer flexible working arrangements to support work-life balance and encourage everyone to be themselves at work.
We can consider varying work patterns and flexible arrangements in line with business requirements so you can maintain a work-life balance.
We celebrate difference and encourage everyone to be themselves at work. Join us today
Requirements:
• Experience of working in a call centre environment
• A good knowledge of office-based systems
• Customer service experience
• Strong written and verbal communication skills
• Strong administration skills and IT literacy
• Comfortable working in a fast-paced office environment
• High level of accuracy and attention to detail
• Nightshift experience
Core benefits for you:
• Flexible and hybrid working
• A company culture that promotes work life balance
• Commitment from employers to continued learning and development
• Access to Employee Assistance Programme
• Annual bonus
• Enhanced holiday allowance + bank holidays
• Group life assurance
• Pension
• Social events
• Sick pay
• Cycle to work scheme
• Access to free and regular personal development & wellbeing events
We request all applicants to complete a confidential equalities monitoring form to help us identify recruitment trends and address any concerns.
Learn more about Medica and the work we do:
We are a 2024 Circle Back Initiative Employer - we commit to respond to every applicant.