Call Centre Representative

Job description

Location: City Centre Manchester (Broadhurst House, 56 Oxford St, Manchester M1 6EU)

Office based & Hybrid Work From Home Opportunities

Hours: Full time (37.5 hours)

Shift patterns (rotating pattern): 8am – 4pm, 9am – 5pm, 10am – 6pm & 11am – 7pm (Mon-Fri) with 1 in every 5 Saturdays (9am – 3pm)

OTE: £25,000-£31,000 - (basic 23-25k based on experience + annual commission 3.6k-6k p/annum)

Job title: Contact Centre Representative - Medical Patient Bookings Team (“Patient Coordinator”)

Hiring Manager: Contact Centre Manager

The role:

Are you a people person with a knack for customer service?

Join our team as a Customer Service Representative...

Whether you're a seasoned professional or just starting out, if you thrive on engaging with customers, handling inquiries, and multitasking in a dynamic environment, we want you as part of our brilliant team!

Experience in the medical or cosmetic market isn’t essential

What matters most is your passion for delivering exceptional service.

We value personality over qualifications - if you're organized, customer-centric, and have a “can do” attitude – we're likely a good fit for you!

About the company:

In 2010, Pall Mall Medical was born, a family run business with a clear vision. Fast forward 14 years and we have massively developed the business, growing our workforce to over 100 and laying down clear and ambitious growth plans for the future. Last year we were recognised in the Sunday Times ‘Best Places To Work 2023’ list.

We offer a diverse range of services from GP appointments, blood tests and MRI scans to cosmetic surgery procedures.

Our purpose is to provide on-demand, high quality private healthcare and cosmetic surgery that meets the needs and expectations of patients and our vision is to be recognised and respected as the most patient-centric private healthcare provider in the north-west, by providing our patients with the best possible care, treatment and outcomes.

Key responsibilities:

Our Bookings Team of 15 people play a critical role in the business and are often the first people our patients speak to in their journey with us.

Working in a small, close-knit team, you’ll provide bookings support and customer service by:

· Efficiently book medical appointments and manage inquiries via our CRM systems

· Develop a deep understanding of our products, services, and clinical teams to provide comprehensive information to patients.

· Build and maintain strong relationships with clinicians and patients.

· Ensure 5-star customer experiences by being proactive and finding solutions to challenges to all clients, including VIPs like premier footballers and media personalities.

· Demonstrate courtesy, empathy, and helpfulness to patients and their families.

It is desirable that applicants have the following:

· A proven track record in inbound/outbound bookings or sales.

· Strong administration skills within an office environment.

· Excellent organizational abilities, with an eye for prioritization.

· Outstanding interpersonal customer service & communication skills (written and verbal)

· A collaborative spirit, able to work well within teams and across departments.

· Resilience and adaptability to fast-paced environments.

· A confident and calm demeanor, coupled with empathy and understanding.

Team environment

We believe in a fun Contact Centre environment! This year we’ve had mocktails for Blue Monday, an awards ceremony for Valentine’s Day, bottomless brunch after hitting targets and there’s more to come!

If you feel you’re a good fit for us and we’re a good fit for you – we look forward to hearing from you.

Interview process

1. Submit CV

2. Teams screen

3. Face to face interview

4. Offer / feedback

We wish you the very best of luck!

A few more details...

Staff benefits

• Remain a compassionate employer that values your skills and input to the business
• Recognise your successes
• Provide training and further development opportunities where applicable
• Give you the day off on your birthday
• Contribute to your pension
• Offer 25 days of Annual Leave in addition to National Bank Holidays
• Provide you with flexible benefits that can be adapted to suit your lifestyle, such as discounted food and shopping via Perkbox and Medicash
• Discounts on all Pall Mall services
• Remain committed to our company PACCT values and provide a safe and inclusive work environment

Our “PACCT” Values:

Positive

In a stressful environment, we want to work with good people. People who are approachable, compassionate and understanding to patients and colleagues. People who in the lighter moments can enjoy each other’s company. People who make the difficult times easier and the good times better.

Ambitious

We want our team to feel valued and part of something bigger. Whether consciously or not, we’re building a legacy. We want to make it something we can be proud of. This is how we set the highest standards and the best possible example for those who join us.

Caring

What’s best for the patient matters most. Keeping patients happy and healthy is why we exist. We put the patient first and see things through their eyes. We make sure they are fully informed. We give them the caring attention they expect and deserve.

Committed

Nothing is a problem for Pall Mall people. We do everything possible to keep patients safe and content. Patient health and happiness is more than a job. Care is more than a treatment programme. We are committed to everything we do and it shows.

Togetherness

This means looking out for one another. We appreciate and acknowledge help when it’s given. We are ready to give help when it’s needed. We know there will be support from our colleagues and the leadership team. We’re always better together.

Diversity and inclusion at Pall Mall:

As a responsible employer, Pall Mall is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong with togetherness. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion, or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference, all for the good of our patients.

Job Types: Full-time, Permanent

Pay: £22,000.00-£25,000.00 per year

Benefits:

• Casual dress
• Company pension
• Employee discount
• Free flu jabs
• On-site parking
• Sick pay
• Work from home

Schedule:

• Monday to Friday
• Weekend availability

Supplemental pay types:

• Bonus scheme
• Performance bonus

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 2 years (preferred)

Work Location: Hybrid remote in Manchester, M1 6EU