Customer Service Administrator

**Position: GP & MedCo Expert Owner (12 month maternity cover fixed-term contract)**

**Hybrid working available upon completion of training**

Premier Medical Group Ltd are part of the Kuro Health Group and currently have fantastic opportunities available to join the expanding team.

**Key purpose**

To manage, proactively, the workload of a portfolio of experts, building a strong relationship in order to improve the quality of reports and service delivered to our customers.

**Responsibilities - the What**
- Prioritise expert workload to ensure they are providing customer-focused service
- Manage expert availability and clinics to ensure optimum appointment capacity for the business.
- Turnaround all responses to consent data by text within 24 hours, maximising targeted experts, and with the aim of ensuring MedCo guidelines are met and appointments are made within Service Level (SVL) to maximise clinic bookings and reduce cost.
- Take responsibility to ensure that experts’ availability is provided three months in advance.
- Manage the performance of experts and tackle issues that are preventing the case moving forward or delivering the report within SLA.
- Maintain, collect and store all of the documents relating to the experts compliance and record in CRM, and ensure the annual replacement of these documents is managed in a timely manner.
- Provide training and support to experts.
- Maintain a record of the case history, ensuring that all notes and actions taken are recorded on the case management software
- Proactively and fully update case histories, such that customer teams have a clear understanding of the current position.
- Be aware of the needs of the customer and communicate regularly with customer-facing teams, responding positively to customer requests
- Identify expert performance failings, and contribute to solving such issues
- Identify resource gaps (location and skills), and contribute to solving such issues.
- Actively challenge experts on outstanding workloads.
- Set expert expectations
- Arrange one-off appointments, home visits and exceptional requirements ie Prison visits.
- Follow processes and procedures for the role, ensuring all tasks are undertaken accurately and to a high standard of quality.
- Ensure the data handled remains confidential and secure at all times.
- Prioritise own tasks, informing senior colleagues in good time if deadlines cannot be met.
- Maintain knowledge and understanding of current MedCo and Customer Standards.

**Behaviours - the How**
- Manage specific experts within allocated region, to ensure they deliver service excellence
- Build good working relationships with internal customers
- Maintain effective and consistent communication channels
- Take ownership of personal development and progression
- Work effectively with others to achieve goals and objectives that deliver results
- Demonstrate a positive, can-do attitude
- Adapt to change and be forthcoming with ideas which bring about improvements.
- Take ownership of allocated work within own area of responsibility.

**Core Competencies**
- Manage Relationships and Effective Communication
- Change and Innovation
- Ownership and Accountability
- Commercial Awareness
- Be Premier

**Person specification**

**Education and qualification**

A good standard of literacy, equivalent to grade 4 (or high 5, or GCSE C)

Desirable: Customer service NVQ or equivalent Level 2

Desirable: Business administration NVQ or equivalent Level 2

**Experience**

Essential: Basic Admin skills

Desirable: Proven administration skills in an office environment

**Skills and knowledge**

Essential: Ability to use standard Microsoft packages

Essential: Demonstrates good communication skills both verbal and written

Desirable: Has excellent IT skills with experience of data input and retrieval of information

Desirable: Demonstrates ownership and the ability to plan time effectively to deliver results

**Behaviour**

Essential: Thinks from the customers point of view

Essential: Collaborative approach to team work

Desirable: Has a flexible approach and can adapt positively to change

**Employee benefits**

Role conditional on passing employee vetting process which includes a 5 year employment reference check, 3 year financial probity and basic criminal disclosure check.

**Job Types**: Full-time, Fixed term contract

Pay: £24,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Enhanced maternity leave
- Life insurance
- On-site parking
- Sick pay
- Work from home

Schedule:

- Monday to Friday

Work Location: Hybrid remote in Ludlow SY8 1FF

Expected start date: 02/06/2025