Customer Service Administrator

3 weeks ago

Gateshead, United Kingdom Optima Health Full time

**Job Title**: Customer Service Administrator
**Location**: Gateshead, NE11 0JQ
**Salary**: £21,255
**Contract Type**: Permanent
**Hours**: Full time, Monday to Friday

**About Us**

The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.

Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.

**Role Summary**

**Main Duties and Responsibilities**
- Answer incoming calls professionally. Welcoming callers to the service and providing information and updates
- Follow guidelines to ensure all calls are answered in a concise and confidential manner, supporting first call resolution
- Ensure all information is handled confidentially and sensitively, in line with GDPR guidelines
- Triage referrals in line with clinical decision tree and client specific requirements.
- Contact employees to book appointments in line with set Booking Rules
- Provide confirmation correspondence and telephone updates to clients and employees on case progression
- Actively chase older cases providing proactive updates to clients
- When difficulties are encountered proactively update referring managers with solutions
- Correctly log all activities and notes within the case management system ensuring it is up to date at all times
- Proactively manage outside of KPI cases ensuring the next case steps are fast tracked, the customer is fully updated and the age of the case is minimised
- Manage complaints in line with Optima Health's complaint handling process
- Actively contribute to team meetings and briefings
- Identify service and productivity improvements
- Deliver exceptional service, inline with our Optima Health values

**Experience, skills and knowledge required for the role**
- Strong verbal customer service skills
- Strong soft skills
- Good written and verbal communication skills.
- Good attention to detail
- Able to meet targets and deadlines
- Able to work under pressure and against challenging timescales
- Solutions focused
- Good IT / PC skills including Microsoft packages

**What Can We Offer You?**
- Excellent training and development opportunities
- 25 days annual leave + Bank Holidays
- Employee discounts with big brands through Perkbox
- Eye care test vouchers
- Flu vaccination
- Buy and sell holiday scheme
- Share save scheme
- Fantastic pension scheme
- Life assurance
- Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation._

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