Call Centre Agent

Contact Centre Coordinator

As a member of the Contact Centre team, the Contact Centre Coordinator will expertly handle all contact with our customers via a number of channels - including calls, emails, live chat, and social media - whilst ensuring the customer journey is seamless throughout. This role is excitingly varied, offering a fast-paced environment in which all aspects of the role holder’s customer service skills will be used to deliver excellent customer service on each customer contact.

The Contact Centre Coordinator will be involved in the end-to-end customer journey, from initial contact and booking, to discharging the client after completing their treatment. Within this process, full attention will be paid to the accuracy of client records, whilst information security procedures will be strictly adhered to.

Location: Epsom

Job Type: Temporary with possibility of Temp to perm

Duration of booking: Expected to last 12 weeks with possible extension

Proposed start date: Monday 8th April 2024

Pay Rates: £11.44 per hour PAYE

Hours / Working Days: Working 5 days Monday to Saturday

• First 6 weeks of working will be- 9am - 5pm after which you will be required to work a week of lates (12pm -8pm) every 6-8weeks
• Monday to Friday shifts - working 8hrs between 8am - 8pm
• Saturdays shifts 9am - 1pm

Sector: Healthcare

Based: Office

Hybrid working: Yes, once 12 week has been completed, you will be able to request to work 2 days from home

Onsite Parking: Free, needs to be booked in advance.

Key Responsibilities:

• Providing consistently high levels of customer service to all Healthcare clients, achieving or exceeding the KPI’s set.
• Managing the end-to-end customer journey, taking ownership and responsibility for each query.
• Referral follow-up via outbound calls to offer clients appropriate treatment.
• Communicate using appropriate channels to provide information, share knowledge, keep colleagues informed of progress, and to respond to enquiries.
• Ensuring accurate data capture of referred patients, updating and maintaining the IT systems.
• Administering all referrals and leads through the IT systems within service level agreements.
• Adhere to data protection principles, as well as ensuring all information (whether patient or organisation specific) is treated sensitively and confidentially.
• Adhere to stated policies and procedures relating to health and safety, and quality management.
• Demonstrate superior administration skills to ensure every customer journey meets strict governance guidelines.
• To complete all mandatory level 1 training to adhere to compliance.
• Completion of performance excellence reviews using the Academy Online portal.
• Provide support and cover to the teams within the Contact Centre, as may be required.
• Participate in meetings, conferences, and project team activities.
• Supporting the Team Leader and Senior to ensure that the team collectively achieve agreed service levels and key performance indicators.
• Taking responsibility for own personal development through regular one-to-one meetings and mid- and yearly- appraisal process.
• Understanding of the Advance Program and progression pathway.
• Appropriately escalating any patient or complaint issues to senior or team leader.
• Taking ownership of any query raised in regards to the patient journey, and dealing with this within the first time resolution framework.

Skills and experience

• Administration experience in a complex and fast-paced environment.
• Excellent IT skills, including MS Office packages, with a high level of competency in Word and Excel.
• Demonstrable call management and handling skills.
• Ability to provide a professional, courteous, sensitive, and empathetic approach.
• Demonstrate clients core vision and values.
• Exemplary customer service skills.
• Excellent time management skills.
• Excellent communication skills - both written and verbal - with high levels of accuracy and attention to detail.
• Self-motivated, with the ability to work on own initiative.
• Good team player.
• A fast learner with the ability to adapt to an ever-changing environment.
• Excellent planning and organisational skills, and capable of working to stringent deadlines.
• Well-presented and professional in appearance.
• High level of interpersonal skills and personal drive.
• Enthusiastic, highly motivated, and flexible.
• Proactive, with a "can do" attitude.
• Highly reliable.
• Always complies with the policies and procedures in place.