Navigator Agent/community Project

2 weeks ago

Littlehampton, United Kingdom Fittleworth Full time

Are you looking to make a difference to people’s lives? We are looking for dedicated Navigator Agent to do just that

Fittleworth, first founded in 1984 out of a small family garage, is now one of the UK’s leading home dispensing companies. We pride ourselves on providing a personalised, trusted and dedicated first-class home delivery service to our clients catering to all stoma, continence and wound care appliance needs.

The Navigator Agent will report to the Navigator Team Leader and be part of the customer service team. He/She will be responsible for providing a high level of customer service to clients and healthcare professionals in the day-to-day management of customer service daily workflow.

**Key responsibilities**:

- Act as an advocate for the customer - spending significant time on phone, video, or chat with them and others that are involved in their care plan - and build a long-term relationship with each customer
- Process product orders and provide support information as needed
- Train the customer or caregiver on how to use products
- Tailor solutions and provide resources that are specific to that individual’s needs
- Maintain / update specific content on the Digital Portal to appropriately support the SCI community
- Provide support in selecting ancillary products (such as wheelchairs, shower chairs, etc.) and provide support in creating an accessible life (such selecting an appropriate vehicle, necessary modifications to their home, etc.)
- Understand and offer support for returning to work rights or accessing available funding (i.e., government programs or insurance requirements)
- Help the customer identify peer-to-peer connections, social groups, and advocacy groups as needed
- Understand and offer options for working with a psychologist or other therapists; including help with appointments as needed
- Establish a professional network of resources that (the Navigator) can leverage when ad hoc or unusual requests come through
- Synthesize findings / options for customers in an easy, clear and concise manner
- Attend key events as appropriate to support the Navigator service and customers as needed

**What do you need to be successful**:

- Excellent Customer Service skills
- Excellent telephone manner
- Self-motivated with the determination to succeed
- The ability to multi task in a fast paced environment
- Proactively collaborate with others
- Organised and good at managing priorities
- Positive energy
- Clear and concise communicator
- Team player
- The ability to communicate to customers across a variety of platforms
- Passion and desire for providing exceptional customer service and going the “extra mile”
- Show compassion and empathy
- Operate in an ethically manner

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