Call Centre Advisor
2 weeks ago
**About us**
Medserv - an Irish company, has rapidly become the leading provider of Medical billing and Practice management services in both Ireland and the UK. Our clients include individual and group consultants, GP practices as well as private clinics and hospitals. Inspired by our values of Always innovating, Being Trustworthy, Collaborating positively and Delivering results, Medserv strives to ensure on-going client satisfaction by combining our innovative technology with highly skilled teams.
**Role Summary**:
The Remote Practice Management team provides secretarial support to a number of Private Hospital consultants across the UK. As part of the significant growth of the company, we are looking for new starters to assist in the handling of the high volume of calls to these client's phone lines. We are looking for a polite, professional call centre representative to work closely with other team members to provide outstanding service to our clients by answering patients and hospitals calls to their clinics. The call centre representative will handle a high volume of inbound calls and should seek to create a positive experience for each caller. To be a successful call centre representative, you should be customer-focused and detail-oriented. You should also be polite, reliable, and demonstrate a willingness to resolve queries as efficiently as possible.
**Duties and Responsibilities**:
- Deal with a high volume of incoming queries
- Ensure daily SLAs are met and adhered to e.g AHT, Average calls per day, Offline time
- Record all interactions on the company practice management system
- Maintain a professional and courteous manner at all times
- Adhere to GDPR requirements
- Maintain a positive and professional relationship with all clients/patients and callers
- Liaise with other teams/team members to ensure first-call resolution
- Ad-hoc duties as they arise or requested by manager/supervisor
**Requirements & Skills**:
- Excellent command of both verbal and written English
- Previous experience dealing with a high volume of calls is preferable
- Have a patient and calm telephone manner
- Ability to work in a fast-paced environment
- Be motivated to reach targets and meet daily SLAs
- Willing to learn and increase knowledge base
- Ability to adapt to change and increased volumes
**Package**:
- £24,000
- Performance bonus (Team based)
- Health insurance
- Pension contribution
- Maternity & Paternity leave (T&C's apply)
- Life Assurance
- Gym membership
- Dedicated EAP
- 21 days AL as standard with an additional 2.5 days discretionary. Additionally, there is further accrual based on length of service
- Holiday Plus Scheme to purchase additional leave
- Regular sports and social events
- Healthy food with comfortable on-site recreational facilities
- Access to tax incentive bike to work scheme
- 35-hour working week compensated at a 40-hour week Travel opportunities
**Additional info**:
- This role is office-based
- WFH is not an option at this time
- Hour are 9am - 5pm.
- Full training will be provided
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