About the Role
Join Lister Fertility Clinic as a Contact Centre Advisor based in Prestatyn, North Wales. You will manage over 55,000 patient calls per month, scheduling appointments, handling information requests, and providing exceptional customer service.
What You’ll Do
* Schedule patient appointments within HCA facilities.
* Handle information requests by telephone and e‑mail, providing details of the clinic and services.
* Respond rapidly to calls, working towards set Service Level Agreements and individual Key Performance Indicators.
* Disseminate information about HCA services and departments, utilising relevant USPs.
* Administer all enquiries within agreed service levels, ensuring system accuracy.
What You’ll Bring
* Proven experience within a customer service environment.
* Ability to build rapport with patients and consultants, demonstrating strong listening and communication skills.
* Demonstrate empathy, patience and diplomacy to reassure customers and overcome challenges.
* Knowledge of healthcare or clinical experience is desirable but not essential.
* Computer literate.
Benefits
* 25 days holiday each year (plus bank holidays), with the option to buy or sell leave.
* Private Healthcare Insurance for treatment at our leading hospitals.
* Private pension contribution, increasing 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 across 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. Our mission extends to the care and improvement of human life, guided by four core values: Unique and Individual, Kindness and compassion, Honesty, integrity and fairness and Loyalty, respect and dignity.
Reasonable Adjustments
We are a Disability Confident organisation and we offer flexible working arrangements and reasonable adjustments throughout recruitment and in the workplace to support all employees.
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