Contact Centre Representative

2 weeks ago


Manchester, United Kingdom Pall Mall Medical Full time

Location: City Centre Manchester (Broadhurst House, 56 Oxford St, Manchester M1 6EU)

Office based

Hours: Full time (37.5 hours)

Shift patterns (rotating pattern): 8am - 4pm, 9am - 5pm, 10am - 6pm & 11am - 7pm (Mon-Fri) with 1 in every 5 Saturdays (9am - 3pm)

OTE: £25,000-£31,000 - (basic 22-25k based on experience + annual commission 3.6k-6k p/annum)

Job title: Contact Centre Representative - Medical Patient Bookings Team (“Patient Coordinator”)

Hiring Manager: Contact Centre Manager

**About the company**:
In 2010, Pall Mall Medical was born, a family run business with a clear vision. Fast forward 13 years and we have massively developed the business, growing our workforce to over 100 and laying down clear and ambitious growth plans for the future. Last year we were recognised in the Sunday Times ‘Best Places To Work 2023’ list.

We offer a diverse range of services from GP appointments, blood tests and MRI scans to cosmetic surgery procedures.

Our purpose is to provide on-demand, high quality private healthcare and cosmetic surgery that meets the needs and expectations of patients and our vision is to be recognised and respected as the most patient-centric private healthcare provider in the north-west, by providing our patients with the best possible care, treatment and outcomes.

**The role**:
In the role, you liaise with patients mainly via Inbound & Outbound calls speaking to customers, handling enquiries, arranging appointments and more. Customer service is key, along with hard work and an ability to multi-task.

An understanding of the medical or cosmetic market is not critical.

We’re more interested in you as a person, than your experience or qualifications

We’re looking for someone who is organised and customer service focused.

**Key responsibilities**:
Our Bookings Team of 15 people are the first people our patients speak to in their journey with us. They play a critical role in the business and patient journey.

Working in a small, close-knit team, you’ll provide bookings support and customer service by:

- Efficiently booking medical appointments, logging all enquiries and conversions on Pall Mall Medical’s CRM system and medical management software systems
- Developing and maintaining a comprehensive understanding and knowledge base of all products & services (including pricing), clinical staff (including GPs and consultants) such that patients are fully aware of what Pall Mall Medical can offer - this includes cross/up selling of services to patients
- Establishing and maintaining excellent working relationships with our clinicians and patients
- Being tenacious and willing to find solutions to problems, in order to ensure and patients have a 5-star experience at Pall Mall
- Delivering 5-star customer service to all clients, including VIP clients such as premiership footballers, media stars and influencers
- Demonstrating courtesy, empathy and helpfulness toward patients and their families

**It is desirable that applicants have the following**:

- Proven track record in a similar role (inbound/outbound bookings/sales)
- Good administration skills & experience within an office environment
- Good organisational skills with the ability to prioritise
- Excellent interpersonal & customer service skills
- Excellent communication skills (written & verbal)
- Ability to follow pathways and be a team player (within the team and other departments)
- Resilience and ability to work at pace
- Confident and calm personality with an understanding and empathetic approach

**We will**
- Remain a compassionate employer that values your skills and input to the business
- Recognise your successes
- Provide training and further development opportunities where applicable
- Give you the day off on your birthday
- Contribute to your pension
- Offer 25 days of Annual Leave in addition to National Bank Holidays
- Provide you with flexible benefits that can be adapted to suit your lifestyle, such as discounted food and shopping
- Remain committed to our company PACCT values and provide a safe and inclusive work environment

**Our PACCT Values**:
**Positive**

In a stressful environment, we want to work with good people. People who are approachable, compassionate and understanding to patients and colleagues. People who in the lighter moments can enjoy each other’s company. People who make the difficult times easier and the good times better.

**Ambitious**

We want our team to feel valued and part of something bigger. Whether consciously or not, we’re building a legacy. We want to make it something we can be proud of. This is how we set the highest standards and the best possible example for those who join us.

**Caring**

What’s best for the patient matters most. Keeping patients happy and healthy is why we exist. We put the patient first and see things through their eyes. We make sure they are fully informed. We give them the caring attention they expect and deserve.

**Committed**

N



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