Customer Care Specialist
4 weeks ago
An exciting opportunity has arisen for a Customer Care Specialist to join our Customer Care Team. This is a great opportunity for someone who is passionate about customer care and with at least 1 years relevant experience.
**WHAT TO EXPECT**
You will be responsible for ensuring an exceptional end-to-end customer experience and take responsibility for customer enquiries, working with teams across the organisation to resolve customer enquiries effectively and efficiently.
**WHO ARE WE?**
Based in Edgbaston, Birmingham, we offer solutions to manage spend effectively and improve performance, working with both public (NHS) and private healthcare providers to optimise the use of products and services to identify cost saving opportunities.
**SO WHY US?**
At HealthTrust Europe we are committed to the care and improvement of human life. We offer solutions to manage spend effectively and improve performance, working with both public and private healthcare providers to optimise the use of products and services to identify cost saving opportunities. We leverage our experience, scale and innovation to negotiate best value public and private sector contracts for healthcare providers.
**K**ey Responsibilities**:
- Take ownership of the customer experience
- Answer calls in a service desk environment and actively work to ensure expected resolution dates and call centre metrics are met
- Accurately and efficiently use the CRM system, ensuring all information is inputted and kept up to date
- Act as a point of contact for customers while coordinating with multiple internal groups and external groups to identify and meet their needs
- Create a positive customer support experience and build strong relationships through understanding of the problem, ensuring timely resolution or escalation of matters, communicating promptly on progress, and communicating with customers with a consummately professional attitude.
- Provide suppliers with requested information, in line with GDPR guidelines
- Review Net Promoter Score survey results and identifies growth opportunities
- Collate information based on customer intelligence to inform sourcing activity
- Develop and maintain customer care operating procedures
- Handle escalated customer complaints and queries.
**WHAT YOU’LL NEED**
- 1 year’s customer service experience
- Strong Customer Service
- Ability to prioritise work using the case management system efficiently
- Comfortable working in a fast-paced, high-pressure environment
- Communicate clearly and concisely, in both written and verbal form
- Work effectively with other employees and external parties
- Skilled at organising tasks and projects in a timely and orderly manner
- Self-directed and able to complete projects with limited supervision
- Ability to influence across the organisation and work effectively across all levels of the organisation
- Ability to effectively handle multiple tasks and frequent interruptions
- High level of proficiency in Microsoft Office (Outlook, Word, PowerPoint, and Excel)
At HealthTrust Europe we offer core benefits such as:
- Pension
- Life assurance
- Critical illness cover
- 25 days annual leave, plus Bank Holidays
- Hybrid working (2 days from home a week)
Employees can access the following voluntary benefits and more, which are available at set times during the year
- Cycle Scheme
- Private healthcare
- Gymflex
- Dental Insurance
- Technology at home
- Private GP consultations
- Purchase up to 10 days annual leave
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