Job Description

Key Responsibilities:

• Dealing with a high level of inbound and outbound calls whilst delivering exceptional customer service.
• Respond to any queries relating to cases in a timely and professional manner.
• Management of cases to include; Loading new cases - Case reviews - Closing cases.
• Escalating complex cases or those that are progressing slowly to relevant colleagues.
• Requesting medical reports and liaising with GPs and other healthcare specialists.
• Releasing advice letters.
• Booking in telephone and face to face assessments with our team of Doctors and Nurses.
• Liaising with clients, their employees, internal staff and 3rd parties via telephone, email, and letter.
• Working within company/client SLAs and notifying the Team Leader of any difficulty in achieving these.
• Act in accordance with the company's core values of diligence; honesty; exemplary customer service; professionalism; ethical and trustworthy behaviours.
• Valuing colleagues, customers and business partners, and taking responsibility for their actions.
• Act within the boundaries set out by the company's policies to ensure sensitive personal information is protected as required by law, regulatory bodies, ethics, and best practice.

Administrator | Admin | Communication | Inbound | Outbound | Telephony | Customer Service | IT Literate | MS Office | Office 365 | Case Management | OH | Occupational Health
Benefits
25 Days Holiday / Health Cash Plan / Perkbox

Desirable Skills

• Knowledge of Office 365.

Required Knowledge, Skills, and Abilities

Good verbal and written communication skills. Initiative and a proactive approach. Willing to take an active role in one's own development. Experience in a customer service, case management or Occupational Health environment. Good IT skills to include the use of database systems, Outlook, Word, and Excel.