Contact Centre Advisor – Primary Care
Prestatyn, North Wales
Full‑time 40 hours per week
Salary: £28,912 per annum
Shift times: rota basis with flexible shift options, currently between 8am-5.30pm Monday‑Friday
Permanent
We’re looking for a Contact Centre Advisor to join our team based in Prestatyn. Our Contact Centre Advisors take in excess of 55,000 patient calls per month and are the first point of contact for our patients and customers. As a Contact Centre Advisor, you’ll work within a highly focused, high‑volume, supportive, collaborative team. You will be responsible for making patient appointments and handling information requests over the telephone and by email. You will collect customer information and data to support patients booking, so great administrative skills and attention to detail are key.
What You’ll Do
* Schedule appointments within the HCA facilities.
* Handle information requests over the telephone and by e‑mail, providing details of facilities.
* Provide rapid response when answering calls, working towards set SLAs and individual KPIs.
* Disseminate information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
* Administer all enquiries within agreed service levels, ensuring all systems are accurately updated in the process.
What You’ll Bring
* Proven experience within a customer service environment.
* Ability to build excellent rapport with customers, patients, and consultants, building strong relationships quickly and having the listening and communication skills to inspire confidence.
* Demonstrate 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.
Benefits
* 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave.
* Private Healthcare Insurance for treatment at our leading hospitals.
* Private pension contribution which 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 range of flexible health, protection, and lifestyle benefits to suit you.
* Discounts with over 800 major retailers.
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