Administrator

5 days ago

Redditch, United Kingdom Optima Health Full time

**Job Title**: Customer Service Administrator
**Location**: Redditch, B97 4DL
**Salary**: £19,047
**Contract Type**: Permanent
**Hours**: Full time 37 hours, Monday to Friday

**About Us**

Optima Health are a UK market leader in the provision of Occupational Healthcare and wellbeing services. 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.

We deliver comprehensive services, including absence management, fitness for task assessments, health surveillance, vocational rehabilitation, and wellness programmes, as well as a full range of diagnostics and treatments

We are a forward-thinking, rapidly growing organisation who are keen to invest in people and support them to ensure their long-term career progression. We are a company who are going places and we want you to come with us

**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 - **One Team, Take Responsibility, Deliver on our Promises, Professionalism and Excellence, Continually Learn and Develop**

**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
- Share save scheme
- Buy and sell holiday 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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