Helpline Advisor

Join us at Baywater Healthcare, where our mission is to enhance lives every day. We're not just about jobs; we're about making a real difference. Our teams are the driving force behind our ongoing development, and your voice matters.. We take pride in delivering exceptional service, and with us, you'll have the opportunity to develop, feel genuinely proud every day, and work with an outstanding team in a friendly and challenging environment. Join us and be part of the change, making a difference in hundreds of people's lives.

About the role

Our customer service team are the heart of Baywater. Speaking to healthcare professionals and our patients every day and ensuring they receive the vital healthcare equipment, and services, they need to stay as independent as possible. Every communication you have with our patients allows you to make that difference in their day. All whilst working from our newly refurbished offices, in a secure and stable role, within a friendly, supportive and inclusive environment with a team willing to go the extra mile for each other and our patients. Every day is different and because of this you’ll feel challenged in all that you do and truly appreciated by your customers, patients and team.

What you will be doing

• Managing workload, including additional tasks and project work ensuring both internal and contractual KPIs and company and personal objectives are achieved.
• Ensuring team compliance with the business health and safety procedures.
• Passing on escalated queries, engaging with all business areas when necessary to resolve issues.
• Problem solving and decision making in a busy environment across a wide range of subjects.
• Completing training, identify and addressing training needs.

About You

We know that sometimes people can be put off applying for a job if they don't tick every box, if you're excited about working for us and have most of the skills or experience we're looking for, then please apply, regardless of whether you meet all the requirements outlined in this profile.

• Previous customer service experience – this doesn’t need to be within a call or contact centre but anywhere where you have managed customers and delivered a great service
• Active listening skills
• Excellent communication skills both written and verbal
• To be empathetic and understanding
• Able to use IT systems including Microsoft Office software
• The ability to think quickly and problem solve

How we will reward you

• Competitive Starting Salary
• Great annual leave package with contractual increases.
• Finance and Protection
• Deals and Discounts – these can include family savings and shopping discounts
• Health and Wellbeing – this includes our Employee Assistance Programme which can support you and your family with individual specialist advice
• Cycle to work scheme
• Car leasing scheme
• Holiday discounts
• Travel and Holiday money

Diversity & Inclusion

At Baywater Healthcare, we believe that our diversity is our strength, and inclusion is our commitment. We understand that a diverse and inclusive workplace is not only the right thing to do but also essential for our success in enhancing lives. We are committed to fostering a culture that respects and values the unique perspectives, backgrounds, and talents of every individual.

We embrace diversity in all its forms, including but not limited to race, ethnicity, gender, sexual orientation, age, disability, religion, and cultural background. We recognize that diversity sparks innovation, encourages creativity, and drives excellence. Our dedication to inclusion means that every employee, customer, and partner is treated with respect and dignity, ensuring they have a sense of belonging and equal opportunity to thrive.

About us

Our goal

Our goal is not just to develop better products and services though – it’s about improving the quality of people’s lives. Baywater Healthcare employs just under 400 people in the UK and has its headquarters in Crewe, Cheshire. The office is home to a 24-hour call centre, as well as administrative support for all oxygen, ventilation, nebuliser, sleep and telehealth therapy services.

Our objective is to support patients in their therapy and encourage long-term compliance. Therefore, as well as equipment and consumables designed for patient comfort; 24/7 support; and equipment servicing and maintenance at home, we also offer advice and support from specialist Clinical Advisers. Alongside this focus on providing the best possible support and equipment for patients, our aim is also to relieve the administrative burden on clinicians, allowing them more time to focus on patient care.