Job Description

Job Title: Customer Service Advisor
Location: South Marston, Swindon
Contract: Permanent
Salary: 23,874.92 per annum pro rata + commission
Hours: Monday to Friday 37.5 hours per week - Requirement to work weekends on rota basis
Background
We are OutsideClinic - the UK's leading specialist provider of eye and hearing health care at home. Our mission is to improve the health, wellbeing and happiness of older people. We do this by providing extra ordinary care through life enhancing life changing clinical domiciliary services. We believe that clinically excellent eye and hearing health care should be accessible and affordable for all, especially for those who can't get to the high street unaided.
The role of Customer Service Advisor is critical in delivering exceptional customer service to our customers. In this role you will be the first point of contact for our customer and will be responsible for resolving enquiries.
Principle Accountabilities

• Offer world class customer service to our customers by, taking ownership for and resolving all enquiries within the customers first contact.
• Triaging issues with the customer on the phone and offering suitable remedial actions.
• Arranging and confirming appointments for customers to meet their needs and achieve an efficient means of working for our field based clinical team.
• Contact customers to assess their satisfaction with our services; Offer further assistance if necessary.
• Deal effectively with inbound calls and messages from our clinical field-based colleagues, helping to efficiently resolve issues.
• Engaging with and supporting achievement of targets designed to deliver a prompt and efficient service to our customers and to grow our business.
• Identifying opportunities to book new appointments through interactions with existing customers.
• Contribute to our customers experience by highlighting opportunities for continuous improvement

About you
You will have:

• Strong verbal and written communication skills with the ability to form a rapport with customers.
• Able to recognise, and deliver consistently, excellent customer service.
• Ability to multitask, using multiple systems alongside dealing with enquiries.
• Ability to produce solutions to problems and the drive to see them through.
• Able to exhibit a positive 'can-do' attitude and to strive to achieve personal best performance.
• A flexible approach to change and to be adaptable to the needs of our customers.
• Good attention to detail.
• Competent when using IT applications such as CRM / customers information systems and Microsoft systems.
• Able to act professionally at all times.
• A background in a customer service role is desirable.
• Experience working within a healthcare setting is desirable.

What we offer

• Competitive salary
• Private Medical Insurance
• Life Assurance x 4
• Access to health & wellbeing initiatives
• Contributory pension scheme matched up to 5% on successful completion of the probationary period.
• Access to our colleague assistance programme, Health Assured supporting the wellbeing of the workforce.
• 22 days holiday entitlement (plus bank holidays) increasing with length of service
• Discounted eyewear and hearing products after qualifying period.

In addition to your principle accountabilities above you may be required to perform other duties from time to time, and to operate in line with company policies, procedures, NHS guidelines and current legislation at all times.
We're on a mission to change lives through better sight and hearing - one home visit at a time. Since 1987, our team of dedicated professionals has been delivering life-enhancing care where it's needed most.

Skills Required