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Job Description: Customer Service Officer High Street Kensington Office, London W8 5ED Hybrid Working (Offered after probation and training will be given in the office) Bank Contract £12.71ph + Fantastic Benefits Full Time - 37.5 hrs a week (Our shifts run between the hours of 8am and 8pm, Monday - Friday with Saturdays 8am to 2pm on a rotational basis) We make health happen. Working in our UK support functions you'll play a key part in helping our customer facing colleagues deliver exceptional standards of customer service and patient care. No matter your role, you'll have an opportunity to do work that matters. Making a difference to the lives of our customers each day. The role of the customer service officer is to provide an excellent and qualitative service to existing and prospective patients. You will personalise the service you provide by understanding the reasons for seeking treatment to validating their suitability for such treatment. You will promote the benefits of Bupa Cromwell hospital's products and services by assuring patients that they are in the hands of the most capable in the private healthcare industry. The role includes a high level of telephone and email communication dealing with both incoming and outgoing calls and emails. You'll help us make health happen by: <ul><li> To always ensure the qualitative delivery of service to patients. </li><li> To become the primary point of contact for patients, clinicians, and support teams. </li><li> Ensure the delivery of service against core standard operating models </li><li> Build strong working relationship with patients and promote the services of Bupa Cromwell hospital. </li><li> Develop strong internal relationships with other teams in the hospital including general business support. </li><li> Effectively manage calls, emails, chat, and fax enquiries. </li><li> Update and maintain patient records in bespoke systems. </li></ul> Key Skills / Qualifications needed for this role: <ul><li> Proven sales and customer service skills from within the healthcare/insurance/financial services industry. </li><li> Accuracy and attention to detail including excellent written and verbal communication skills. </li><li> Participation in ideas generation and sales initiatives. </li><li> Decision making skills. </li><li> Strong background in effective relationship management both internally and externally. </li><li> Competent in utilisation of MS Office including Word and Excel. </li><li> Experience in calls and email handling within a contact centre / sales environment. </li><li> Experience in managing customer queries and complaints. </li><li> Can empathise with patients and assuage any anxiety in a confident and professional manner </li></ul> Benefits Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits. Joining Bupa in this role you will receive the following benefits and more:<ul><li>Annual leave accrual paid every time you work</li><li>Subsidised staff canteen and coffee shop led by expert caterers.</li><li>Access to preferential rates on Bupa products, such as health assessments, menopause plan and some dental practices</li><li>Inclusion in the NEST government pension scheme</li></ul> Why Bupa? We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. Please note the application deadline for this role is the end of Friday 5 December Time Type: Full time Job Area: Administration Locations: Cromwell HSK

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Customer Service Officer - Bank

Contact Centre Advisor Prestatyn, North Wales Full-Time 40 hours per week Salary: £27,788.80 / £13.36 per hour Shift times: You will work on a rota basis with flexible shift options, currently between 8am-6pm 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 over 55,000 patient calls per month and are the first point of contact for our patients and customers. HCA has been founded on 5-star exceptional service. Our team here, ensure that all patients receive that VIP treatment from the initial call. As a Contact Centre Advisor, you'll be Working 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 be collecting customer information and data to support patients booking, so great administrative skills and attention to detail are key. Above all else, we're committed to the care and improvement of human life. It's this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor we all have a part to play in delivering exceptional care to our patients. Other's may think this is just a role in our Contact Centre team, but to us, you'll be part of a wider team with a unique sense of purpose, one that helps improve lives daily. What you'll do: <ul><li>Schedule appointments within the HCA Facilities </li></ul><ul><li>Handling information requests over the telephone and by e-mail, providing details of facilities. </li></ul><ul><li>To provide rapid response when answering call working towards set SLAs and individual KPIs. </li></ul><ul><li>Disseminating information about hospitals, their services, and their departments, utilising the relevant hospital USPs. </li></ul><ul><li>To administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process. </li></ul>What you'll bring: <ul><li>Proven experience within a customer service environment. </li></ul><ul><li>Ability to build excellent rapport with customers, patients, and consultants building strong relationships quickly and have the listening and communication skills to inspire confidence. </li></ul><ul><li>Demonstrate empathy, patience, and diplomacy to reassure customers, overcome challenges and deliver the highest standards of customer service. </li></ul><ul><li>Knowledge of healthcare or clinical experience is desirable but not essential. </li></ul><ul><li>Computer literate. </li></ul>Why HCA UK? Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world's leading healthcare providers. In the UK, we're one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing. By caring for our employees, we empower them to provide exceptional care for our patients. That's why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Customer Service Officer, you'll be eligible for: <ul><li>25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you. </li></ul><ul><li>Private Healthcare Insurance for treatment at our leading hospitals. </li></ul><ul><li>Private pension contribution which increases with length of service. </li></ul><ul><li>Season Ticket Loan and Cycle to Work scheme. </li></ul><ul><li>Group Life Assurance from day one. </li></ul><ul><li>Critical illness cover. </li></ul><ul><li>Enhanced Maternity and Paternity pay. </li></ul><ul><li>Corporate staff discount for all facilities including Maternity packages at The Portland. </li></ul><ul><li>Comprehensive range of flexible health, protection and lifestyle benefits to suit you. </li></ul><ul><li>Discounts with over 800 major retailers. </li></ul>Culture and values At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other. Our mission is simple, above all else we're committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values: <ul><li>Unique and Individual: We recognise and value everyone as unique and individual</li></ul>

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Contact Centre Advisor

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