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Customer Response Advisor - Private Hospital - 28K
6 Month Contract
Manchester - Private Specialist Eye Hospital
£28,000 + Benefits
Compass Associates are extremely excited to be working in partnership with the UK's most trusted Eye Care specialist, in the search for an experienced customer response advisor. This opening is based at their state of the art Eye Hospital in Manchester, and will involve working with world class technology to provide impeccable patient care.
Our client has been been awarded 'Top Rated Eye Hospital' by patients on Doctify, this along with the fantastic environment, and excellent benefits make this an attractive opportunity for an experienced Customer service advisor.
Our client prides themselves on clinical excellence, and put their focus on patient safety and the actual health of the eye. If you want to join a leading Ophthalmic Hospital group that makes a difference, this could be the ideal opportunity for you.
The role of the Customer Response Advisor is to handle calls to the Hospital ensuring that all telephone contact from both internal and external stakeholders is handled in a polite, friendly and helpful manner. They should ensure that calls purpose is determined, answer queries if appropriate and/ or route the caller to the correct individual. In addition to this aspect of the job, the job holder will also be expected to support the Administration teams as needed.
Provide front line telephone support to all existing and potential patients, GPs and Optometrists and answer in-bound calls from external stakeholders and direct them to the right person.
Interact in a friendly and professional manner with both internal and external contacts.
Work to professional call standards and KPIs which will be determined by the Line Manager.
Take ownership of individual enquiries and ensure they are resolved to the satisfaction of the caller, whilst understanding when and how to escalate an issue
Keep concise and accurate records of call details and activity
Promote active marketing campaigns to prospective patients where appropriate
Provide support as required to the Administration team as required.
Responsible for managing and prioritising daily activities and processes ensuring service levels meet KPIs
Develop a thorough understanding of the Hospitals services and procedures to support the delivery of excellent customer service at all times. In-depth training will be provided.
Knowledge of phone/CRM systems
Experience in customer service - telephone or face to face.
Experience of working in a soft sales environment
Good working knowledge of the following Microsoft Office applications: Word, Outlook, Excel, PowerPoint
Ability to work to targets
Driven to deliver Service Excellence
Team focused and willing to support beyond existing role as needed.
The role is based in Manchester and commutable from Bolton, Rochdale, Stockport, Oldham and Warrington.
Compass Associates Ltd is acting as a Recruitment Consultancy for this permanent vacancy; we offer £150 for each successful recommendation.
Compass Associates (part of Compass Holding Group) are HealthInvestor's Recruiter of the Year 2017.