Job Description

You will work within the Customer Support Services department which is made up of around 60 people including other Customer Service Associates. Together, you will work to deliver an excellent service experience to our customers and patients, with the guidance of your line manager and support of your peers.

Key responsibilities

• Handling incoming calls from our patients and customers, ensuring we meet internal KPIs
• Delivering excellent customer service on every call, in line with our company call standards
• Cancelling and rearranging appointments in line with company procedures
• Listening to and responding to voicemails left by our patients and customers
• Taking card payments from our clients over the telephone when necessary
• Supporting with the management of our patient-facing inboxes
• Working closely with our outbound agents to meet the businesses needs and targets
• Working different shift patterns to help meet the business needs.
• Working in compliance with appropriate company policies and procedures, and understanding and adhering to the Data Protection Policy.

Required Knowledge, Skills, and Abilities

Good PC/keyboard skills. The ability to cope well under pressure and keep a cool head. An excellent telephone manner and very good attention to detail. A flexible approach with the ability to adapt quickly to meet the demands of a busy environment. Microsoft Excel skills (basic or intermediate). Experience within an inbound Contact Centre or other relevant customer service experience. Experience handling LiveChat. Educated to GCSE level or equivalent professional experience. Additional Customer Service qualification (NVQ or equivalent). Educated to GCSE level or equivalent professional experience. Good PC/keyboard skills. The ability to cope well under pressure and keep a cool head. An excellent telephone manner and very good attention to detail. A flexible approach with the ability to adapt quickly to meet the demands of a busy environment. Experience within an inbound Contact Centre or other relevant customer service experience.