Health Hub Advisor

**Job Overview**
- We have an exciting opportunity for two Health Hub Advisors in our Didsbury site. These roles will be on a rotating shift pattern
- The salary band for these roles is £21,000 - £25,000 per annum dependent on experience.
- Our Reception team are the go-to members of the Manchester team, providing a welcoming and energic experience for all of our customers. In summary the main purpose of the job is to:

Be the main point of contact for our customers.
- Provide a positive experience.
- Be friendly, energetic, and outgoing.
- Manage the customer journey through our health hubs
- Escalation & resolution of any issues
- Be the key point of contacts for C1H.
- Work closely with the lab to provide timely results and excellent service
- Maintain confidentiality, discretion, and judgement.
- Supporting all areas of the health hub (lab & logistics) as needed.

**Key Accountabilities**
- Understanding the customer flow and testing process; providing customers with an overview of how the C1H testing process works.
- Asking appropriate questions to ensure the best possible result and experience for the customer
- Responding to any general queries on the testing process in a friendly and sensitive manner.
- Checking In customers via the C1H portals, providing appropriate barcodes and/or test kits plus result timelines.
- Knowledge and ability to Check In customers into the portals and communicate with the appropriate results team.
- Ensuring all data entry by both customer and staff is accurate and correct.
- Facilitating the collection of testing certificates if a customer returns to collect.
- Entering antigen results, handling sample courier pick-ups.
- Knowledge and ability to action all appropriate protocols.
- Taking payment for tests if required.
- Moving samples securely and safely around the site.
- Keeping all customer and company data secure and protecting confidentiality.
- Communicating and sharing appropriate information calmly and clearly within the Team
- Ensuring Covid Safety protocols are always followed, between both staff and customers.
- Supporting and putting into practise the C1H Ethos on Diversity and Inclusivity.
- Working knowledge of the Microsoft teams including QMS, incident reporting, training aids, complaints procedure and customer FAQs
- Following all Health & Safety protocols on site.

**Experience Required**
- Experience of working in a customer service environment, with the ability to work in a highly fluid, pressurised environment with multiple priorities
- The ability to respond to customers queries in a timely and sensitive manner where customers may feel under pressure with all the associated deadline of the testing system.
- Meticulous with day-to-day detail and data entry especially in processing customer registration and testing information.
- Conflict resolution - being able to listen to customers (some of which English is not their first language) and provide a positive customer experience around any challenges they may encounter as part of the booking, arrival or testing process
- Ability to handle the demands of working at a busy airport testing centre with diverse customers simultaneously, prioritise workload effectively and thrive in a busy airport environment
- Passion for the health industry
- Flexibility to work a variety of shift patterns across seven days often with unsociable hours.
- Computer literate
- Ability to work indoors
- Ability to be flexible, open, and adaptable to continuous change

**Person Specification**
- Passionate on attention to detail and the importance of adhering to SOPs.
- Can Do attitude and work ethic.
- Adopts the work ethic and behaviour or working safely and in line with HSE legislation.
- Passionate about making a difference and helping customers.
- Problem solver.
- Committed to self-development and the development of those around them.
- Ability to work in a fast-paced environment.
- Curious in nature.
- Excellent communication skills.