Overview
Job Title: Customer Service Advisor
Location: South Marston, Swindon
Contract: Permanent
Salary: £23,874.92 per annum pro rata + commission
Hours: Monday to Friday 37.5 hours per week – requirement to work weekends on rota basis
Company: OutsideClinic – the UK's leading specialist provider of eye and hearing health care at home. Our mission is to improve the health, wellbeing and happiness of older people by delivering life-enhancing clinical domiciliary services.
Role purpose: The Customer Service Advisor is the first point of contact for customers and is responsible for resolving enquiries to deliver exceptional customer service.
Principle Accountabilities
* Offer world class customer service by taking ownership of and resolving all enquiries within the first contact.
* Triaging issues with customers on the phone and offering suitable remedial actions.
* Arrange and confirm appointments for customers to meet their needs and support the field-based clinical team.
* Contact customers to assess satisfaction and provide further assistance as needed.
* Handle inbound calls and messages from clinical field-based colleagues to efficiently resolve issues.
* Engage with and support achievement of targets to deliver prompt and efficient service and grow the business.
* Identify opportunities to book new appointments through interactions with existing customers.
* Contribute to customer experience by highlighting opportunities for continuous improvement.
About You
* Strong verbal and written communication skills with the ability to form rapport with customers.
* Consistently delivers excellent customer service.
* Ability to multitask, using multiple systems while handling enquiries.
* Ability to create solutions to problems and drive them through to completion.
* Positive, proactive attitude with a drive for personal best performance.
* Flexible and adaptable to changing customer needs.
* Good attention to detail.
* Competent with IT applications such as CRM systems and Microsoft tools.
* Professional conduct at all times.
* Background in customer service is desirable.
* Experience in a healthcare setting is desirable.
What We Offer
* Competitive salary
* Private Medical Insurance
* Life Assurance x4
* Access to health & wellbeing initiatives
* Contributory pension scheme matched up to 5% on probationary period
* Employee assistance programme
* 22 days holiday entitlement (plus bank holidays) increasing with length of service
* Discounted eyewear and hearing products after qualifying period
In addition to your principal accountabilities you may be required to perform other duties and to operate in line with company policies, procedures, NHS guidelines and current legislation at all times.
We’re on a mission to change lives through better sight and hearing — one home visit at a time. Since 1987, our team has delivered life-enhancing care where it’s needed most.
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