We have an exciting opportunity for a Senior Customer Services Advisor to join our Customer Services team at The London Clinic, based at our main site in London (W1G 6BW). We are offering a competitive inclusive salary of £34,125 per annum.
Established in 1932, The London Clinic is one of the UK's largest private hospitals, with 8 state-of-the-art facilities located in London's medical community around Harley Street. We have circa 1350 employees, dedicated to providing expert, individualised treatment and care. Our services include complex medical and surgical procedures and cancer treatments. We foster a supportive and warm working culture where your contribution is valued, aligned with our core values: 'We go further', 'We work as one', and 'We personalise care.'
Job Profile
The Senior Customer Services Advisor (SCSA) supports the Team Leader in managing Customer Service Representatives and ensures the smooth daily operation of a multi-functional Contact Centre, which handles Theatre & Medical bookings, Pre-assessment & Endoscopy bookings, Consultant appointments, Radiology appointments, admissions, patient liaison, and switchboard.
Details
* Job Type: Permanent, Full Time, 37.5 hours/week
* Shift Pattern: 5/7 shifts, including Mon-Fri 7am-8pm, Sat 7am-3pm, Sun 8am-4pm, including bank holidays
* Location: 1 Park Square West, NW1 4LJ
* Salary: £34,125 inclusive
* Benefits: Pension scheme (up to 20%), Private Medical Healthcare, 33 days leave (including bank holidays), travel loan, discounts, and career development opportunities
Key Duties
* Support management of CSAs, ensuring high service quality for patients, consultants, and stakeholders
* Ensure timely, professional, and empathetic handling of patient calls and bookings
* Collaborate with Team Leaders to maintain service excellence and provide cross-cover
* Build strong relationships with patients, consultants, and internal teams to enhance service at all contact points
* Motivate staff and foster an enthusiastic contact centre environment
Skills & Experience
* Experience as a Supervisor or Senior in a multi-functional contact centre with line management experience
* Proven ability to energize teams and apply SLAs/KPIs to improve performance
* Experience handling high-level customer calls in a pressured, performance-driven environment
* Calm and professional complaint handling skills, maintaining team morale
* Knowledge of healthcare customer service standards and patient experience
We are committed to safeguarding and protecting vulnerable groups and conducting pre-employment checks, including DBS where applicable. We welcome applicants from diverse backgrounds and encourage those with the relevant skills and experience to apply.
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