Customer Service Advisor

4 days ago


West Midlands Region, United Kingdom Ingeus Full time

Ingeus is all about people, our mission is to enable better lives. We specialise in delivering employment, health, justice and youth services, to create social impact. This role sits within the National Diabetes Prevention Programme (NDPP). NDPP programmeis designed to support people to make simple changes to diet, weight management and physical activity levels and reduce their risk of type 2 diabetes.

As a Customer Service Advisor you will be providing a high quality, patient centred telephone contact with potential and current participants on the current NDPP programme. Ensuring all electronic records are updated accurately and in a timely manner tomaintain participant data integrity. Tailoring approach and style as appropriate to deliver the best possible customer experience to our diverse population of participants, ensuring that their personal circumstances, cultural needs and preferences are takeninto account in every contact.

**Customer Contact;**
- Making outbound calls to provide participants a brief overview of the Healthier You programme to explain the programme and ensure initial engagement
- Ensure all new GP and Self referrals are contacted within agreed minimum service standards as per contract
- Making outbound calls to book participants into Educator led group sessions on the basis of course availability and geography, taking into account each participants preferences to drive long term engagement
- To receive inbound calls answering general queries from participants, providing information and reassurance about the programme and process
- Accurately updating the appropriate IT system for each participant to ensure all clinical notes are fully up to date, sessions are booked correctly and appropriate letters are sent out
- Processing session cancellations and rescheduling, including contacting participants as necessary with alternative arrangements
- Completing initial assessments questionnaires with participants, obtaining high quality data to enable us to ensure contractual compliance and most efficient use of internal resources

**This is a remote role working on a shift pattern to include 8am - 8pm (Mon - Fri) and 10am - 2pm (Sat) We are however, particularly interested in speaking to applicants from the Lancaster and Cumbria area, Black Country, Hampshire and Isle of Wight.**

**ESSENTIAL**:

- Extensive experience within a customer service environment or significant
- Target driven
- Strong telephone manner/skills including clear diction
- Experience of working with people
- Positive attitude towards the aims and objectives of Ingeus
- Effective in influencing and persuasion of others
- Ability to effectively handle and field objections
- Empathetic approach to holding sensitive conversations

This is a 6 month FTC vacancy with a salary on offer £19,300 - £20,500 dependent on experience. In addition, you will get 25 days annual leave plus bank holidays, life insurance, private medical care, company pension, additional leave for personal developmentand community volunteering, the opportunity to buy those extra perks such as extra annual leave, critical illness cover, dental insurance and discounted gym membership, well being services and more.

Please visit our careers site for more information about Ingeus, the services we provide and how you can become part of the team.



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