Optical Advisor Head Office · Swindon

2 weeks ago

Swindon, Swindon, United Kingdom OutsideClinic Full time £23,000

Job Title: Clinical Services Advisor

Location: Swindon

Reporting to: Clinical Services Manager

Salary: £23,000 per annum

Hours: Monday to Friday 37.5 hours per week

Background

We are OutsideClinic - the UK's leading specialist provider of eye and hearing health care at home. Our mission is to improve the health, wellbeing and happiness of older people. We do this by providing extra ordinary care through life enhancing life changing clinical domiciliary services. We believe that clinically excellent eye and hearing health care should be accessible and affordable for all, especially for those who can't get to the high street unaided. Our Values are at the core of what we do. We believe in Clinical Excellence, making a Positive Impact, and we are passionate about continually improving in everything we do.

Job Summary

The role of a Clinical Services Advisor is vital in ensuring excellent customer service to our patients concerning their optical health care and prescription. Your contribution to the patient journey is providing essential aftercare support and answering any queries from our Field Based colleagues and from our patients, their caregivers or advocates regarding their vision, spectacles, or our professional recommendations.

Principle Accountabilities

  • Offering world class customer services to our customers by taking ownership of aftercare queries, offering advice and guidance and ensuring a satisfactory resolution is achieved.
  • Managing verbal and written customer enquiries over a broad range of services, including responsibility for ensuring that further actions are taken or requested as appropriate.
  • Ensuring all actions and decisions are fully and accurately recorded.
  • Liaising with managers, field based and office based colleagues to gather information and resolve issues.
  • To ensure a 'seamless' service provided across customer service through effective teamwork, attention to detail and work management.
  • To be able to manage daily tasks and prioritise patient requirements.
  • Utilising knowledge of company policies, procedures, NHS guidelines and current legislation to achieve satisfactory resolution of queries.
  • Offering recommendations/advice to field based colleagues when sought.

Skills, Knowledge, Experience

  • Strong verbal and written communication skills with the ability to form a rapport with customers.
  • Able to recognise, and deliver consistently, excellent customer service.
  • Ability to multitask, using multiple systems alongside dealing with enquiries.
  • Self-motivated and focused on achieving excellence in patient/customer care.
  • Confident about working in a role where you enjoy seeking resolutions and successful outcomes.
  • Flexible – willing to do what is necessary and go the 'extra mile' for patients.
  • Competent when using IT applications such as CRM / customers information systems and Microsoft systems.
  • Excellent attention to detail, adaptability, teamwork, and professional judgement
  • Experience working in an optical role is desirable.

What we offer

  • Competitive salary
  • Private Medical Insurance
  • Additional holidays with length of service
  • Life Assurance x 4
  • Access to health & wellbeing initiatives
  • Contributory pension scheme matched up to 5% on successful completion of the probationary period.
  • Access to our colleague assistance programme, Health Assured supporting the wellbeing of the workforce.
  • 22 days holiday entitlement (plus bank holidays)
  • Discounted eyewear and hearing products after qualifying period.
  • No weekends

In addition to your principle accountabilities above you may be required to perform other duties from time to time, and to operate in line with company policies, procedures, NHS guidelines and current legislation at all times.

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