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Client Service Advisor

3 months ago

Plymouth, Plymouth, United Kingdom Medigold Health Full time

Contract:
Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm

Location:
Hybrid to Plymouth, PL6 5WR

Salary:
£20,572.50 per annum

SUMMARY
Medigold Health is committed to provide occupational health and wellbeing solutions for employers across the UK.

As a Client Service Advisor, your role will include being on the front line, call handling, providing information and ensuring full customer satisfaction.

Provide support and comprehensive product / service information to customers.

MAIN OBJECTIVES

  • Working in a varied and fast paced environment our Client Service Teams work to promote a culture
- of customer satisfaction by delivering timely and accurate responses to our customer's needs.

  • Take ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data.
  • Trained and provided with the tools and technology to respond to our customer's needs, our Client Service Advisors can enjoy working on a variety of tasks throughout the working day, reaching across geographical boundaries and Industry sectors.
  • Listening and connecting with both our customers and our internal departments to address customer's needs, our teams are problem solvers, who constantly strive to improve the customer experience.
  • Supporting the operational and clinical teams to ensure delivery of services within contractual agreements.

SPECIFIC DUTIES

  • Call handling.
  • Diary Management and logístical coordination of clinical appointments to achieve service level agreements and to support the clinical service delivery across the Medigold Health footprint and network of thirdparty providers.
  • Managing Health surveillance recall programmes. Create appointment schedules to meet service level agreements and to support the clinical service delivery.
  • Maintaining and updating personal sensitive information in line with current GDPR.
  • Undertaking all administrative processes and providing professional, timely and accurate responses to all enquires.
  • Work to the agreed Policies and Procedures for Health Surveillance & Customer service.
  • Dispatch OH reports following the dispatch process utilising Medigold Health systems.
  • Perform all duties within the companies defined training and process guidelines and working to agreed timelines.
  • Takes ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data, in line with GDPR guidelines.
  • Work in a varied and fastpaced environment to deliver prompt, accurate responses to all customer enquiries to enhance the customer journey.
  • Act as the initial point of escalation for all stakeholders across multiple locations.
  • Escalate service level issues to Line Managers when appropriate.
  • Work individually and collaboratively with all clients and Medigold Health. stakeholders to ensure that all aspects of the contracts operational commitments are met.
  • Live the brand and demonstrate the Medigold Health genetic code.

ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES

  • Understand, demonstrate, and promote the Company's Genetic Code
  • Assist with induction and training of new employees
  • Manage confidential data in line with the UK GDPR
  • General Office Duties
  • Contribute ideas and suggestions to continuously improve the Customer & Employee Experience
  • Assist with colleagues work during absences
  • Attend meetings and training sessions as required
  • Any other request made by a Manager or Director
  • To comply with Data Protection Legislation and Information Security requirements, such as ISO 2700
  • To ensure commitment to impartiality, confidentiality, integrity, and accessibility of information.
  • Adhering to policy, procedure, regulatory, customer and standard requirements relating to quality, information security and environmental management systems.

REQUIREMENTS FOR THIS ROLE

  • Previous customer service skills and experience.
  • Proficient in handling inbound and outbound calls, listening to customers' needs and requests providing helpful solutions to their problems.
  • Proficient use of Microsoft Office and IT Solutions.
  • Diary management experience.
  • Ability to rationalise competing priorities.
  • Confident communicator.
  • Providing services to meet quality assurance targets.
  • Working to and maintaining Internal and external KPI's.
  • Maintaining accurate customer service record.

CORE SKILLS & BEHAVIOURS

  • Problem Solving Skills
  • Ability to drive own personal performance and development
  • Managing a complex workload
  • Attentive Interpersonal skills
  • Ability to quickly and successfully adapt and embrace change
  • Communication skills and strong command
  • Work independently and cooperatively as part of a team
  • Attention to detail
  • Understand the priorities of the organisation and translate them into service priorities
  • Responsible
  • Well Organised
  • Professional in appearance and approach
  • Able