Customer Service Administrator

Job Title: Customer Service Administrator
Location: Sheffield, S9 - near Meadowhall with great transport links
Salary: £22,010.56
Contract Type: Permanent
Hours: Full time 37 hours, Monday - Friday
About Us
The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.
Role Summary
The Customer Service Administrator is responsible for the day-to-day servicing of Occupational Health cases on behalf of Optima Health for its clients. The role is to cover the helpdesk service lines (both telephone and email), providing our customers with case updates, assist with booking appointments and dealing with general enquires. The role requires you to take responsibility for solving customer challenges, working with internal departments to identify a resolution and offering an outstanding customer experience during every interaction.
Main Duties and Responsibilities
Answer incoming calls professionally. Welcoming callers to the service and providing information and updates
Follow guidelines to ensure all calls are answered in a concise and confidential manner, supporting first call resolution
Ensure all information is handled confidentially and sensitively, in line with GDPR guidelines
Triage referrals in line with clinical decision tree and client specific requirements.
Contact employees to book appointments in line with set Booking Rules
Provide confirmation correspondence and telephone updates to clients and employees on case progression
Actively chase older cases providing proactive updates to clients
When difficulties are encountered proactively update referring managers with solutions
Correctly log all activities and notes within the case management system ensuring it is up to date at all times
Proactively manage outside of KPI cases ensuring the next case steps are fast tracked, the customer is fully updated and the age of the case is minimised
Manage complaints in line with Optima Health's complaint handling process
Actively contribute to team meetings and briefings
Identify service and productivity improvements
Deliver exceptional service, inline with our Optima Health values
Experience, skills and knowledge required for the role
Strong verbal Customer Service skills
Strong soft skills
Good written and verbal communication skills.
Good attention to detail
Able to meet targets and deadlines
Able to work under pressure and against challenging timescales
Solutions focused
Good IT / PC skills including Microsoft packages
What Can We Offer You?
Excellent training and development opportunities
25 days annual leave + Bank Holidays
Employee discounts with big brands through Perkbox
Eye care test vouchers
Flu vaccination
Buy and sell holiday scheme
Share save scheme
Fantastic pension scheme
Life assurance
Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation