Job Description

We are looking for enthusiastic individuals to join our expanding administrative team. You enjoy a fast-paced environment whilst providing support to our clinical teams and our clients, delivering excellent customer service and case management to a portfolio of well known, high value clients.
Key Responsibilities:

• Dealing with a high level of inbound and outbound calls whilst delivering exceptional customer service.
• Handling calls with empathy and sensitivity
• 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 Clinical & Counselling Psychologists.
• 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 behaviors.
• 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.

Benefits

• 25 Days Holiday+ bank holidays/ Health Cash Plan / Perkbox

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.
• Knowledge of Office 365.
• An understanding of mental health