Telephony Advisor

6 days ago

Worcester, Worcestershire, United Kingdom NEC Full time

Job Summary

We are seeking a highly skilled and motivated individual to join our team as a Contact Centre Advisor at NEC Software Solutions. As a key member of our delivery team, you will play a vital role in providing excellent customer service to patients and healthcare professionals across the UK and Ireland.

Key Responsibilities

  • Provide timely and effective communication to patients and healthcare professionals via telephone, ensuring that all calls are handled efficiently and professionally.
  • Triage and resolve any complications that may arise during the screening process, utilizing your problem-solving skills to find solutions.
  • Work collaboratively as part of a delivery team or individually, depending on the needs of the business.
  • Ensure accurate database management, including validation and cleansing, to maintain the integrity of our patient and healthcare professional records.
  • Take and make a high volume of calls on a target-based model, meeting or exceeding performance metrics.
  • Maintain accurate records and reports, providing valuable insights to inform business decisions.

Requirements

  • Broad experience in telephony and communications, with a strong background in customer service.
  • VOIP experience and comfort working with software logs to troubleshoot issues.
  • Experience with Microsoft Client/Server and Database systems.
  • Excellent problem analysis and solving skills, with a positive attitude and a willingness to learn.
  • Ability to work well in a team and as an individual, with a strong focus on customer satisfaction.

Desirable Attributes

  • Knowledge of telephony systems and call centre experience.
  • Experience of database data entry and Microsoft Office skills.
  • Customer Service skills and a strong understanding of patient confidentiality.

What We Offer

  • A competitive salary and benefits package, including a generous pension scheme and private medical cover.
  • 25 days paid holiday, with the option to buy/sell additional leave.
  • 4 x basic salary life assurance cover and a Group Pension Plan with employer contributions.
  • A selection of flexible benefits to suit your individual needs.
  • Free access to LinkedIn Learning, with over 15,000 courses to choose from.

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