Customer Service Advisor Maternity

Customer Service Office - Private Pay
Heywood, Lancashire
Temporary for 6-12 months to provide maternity cover
Applicants must be able to demonstrate their right to work in the UK
Position Overview
One of the market leading health care companies providing customer tailored solution packages and products to the private sector. This is made possible because of our clinically effective products and dedicated teams. We aim to work closely with the private sector by providing solution led products and services to meet the clinical and budgetary needs of our customers. Critical to this role is the requirement to attain versatility and mastery in all facets of Private Pay Sales. This includes understanding the various functionalities of the software and the complexities of the sales process. By achieving this level of expertise, the team will be fully empowered to operate independently and will have the necessary capacity to provide the necessary cover during any periods of absence, ultimately leading to increased productivity and a seamless workflow.
Duties & Responsibilities
• The first point of contact for delivering exceptional Customer Service through phone calls, emails, social network and all other customer touch points
• Process a range of customer requests with due regard to data protection regulations, accuracy of data input, pricing and delivery information, using a variety of software packages and systems
• Responsible for generating and managing sales orders of Private Pay customers and outbound calling activity
• Proactively identify ways to enhance the customer experience and meet their needs using appropriate questioning techniques and applying product knowledge. Provide life improving advice and customer solutions using a structured approach
• Make follow up phone contact for consumer samples, catalogues requests and other leads generated by customer requests or specific marketing campaigns
• A flexible, professional approach to customer care and supporting the customers’ needs and where appropriate able to generate sales in a regulated sales environment
• Effectively work towards agreed targets and call measures whist ensuring that queries are dealt with efficiently and to a high standard
• Proactively promote new and existing product campaigns as directed, encouraging leads and sales conversions
• Working in partnership with customers and colleagues, in order to provide excellent Customer Service and good working relationships
• Handle customer complaints, channelling these according to correct process and supporting the team in building preventative solutions
• Liaise with all business partners including carriers to check deliveries, arrange collections and accurately document these arrangements
• To report to the first line manager any information received from customers in relation to the market, competitor activity or changes in customers’ requirements
• To undergo personal training and development that will enable an on-going high level of competence and the development of other skills necessary for the role
• To provide support and assistance to colleagues through training, mentoring, and sharing knowledge
• Facilitate customer feedback and assist in identifying solutions to resolve issues to improve service delivery
Other Duties
• Ensure compliance with all relevant company policies and procedures
• Carry out any other duties commensurate with the post as required
Person Specification
Qualification
• NVQ Level 2 or above in Sales and Telesales, Customer Service or equivalent
Experience
• Telesales or direct sales
• Customer service
• Worked to and or exceeded sales targets
• Experience in a Health care environment (preferred)
Skills & Attributes
• Excellent Customer Service skills
• Excellent written and verbal communication skills with the ability to adapt different styles to suit the audience and situation and to highlight the benefits of our products to meet the individual requirements
• Persuasive telephone manner and strong solution building initiative
• Computer literate and adaptive to learn new computer systems promptly
• Ability to work on own initiative as well as in a team demonstrating cooperation and supporting skills, ensuring a joined-up approach to service delivery
• Ability to work under pressure in order to meet deadlines, adhere to schedules and targets whilst maintaining a high level of accuracy
• Conscientious approach to work with ability to multitask and prioritise work
• A comprehensive and practised understanding of data protection and equality and diversity
• Able to forge good working relationships with internal and external partners
• Understanding of personal development statistics and desire to grow and improve in ability
• Confident, enthusiastic and compassionate.
• Flexibility to adapt to changing demands and new organisational challenges with a positive, can-do attitude
• Generate leads for sales, seek opportunities and support and develop objection handling skills within the team
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