Live Well is an integrated Healthy Lifestyle Service which supports the residents of Leicester city to improve their health and wellbeing by offering support with smoking cessation, increasing physical activity, managing alcohol levels, and healthy eating.
We are currently recruiting for a permanent part-time position working 18 hours a week, Monday to Friday. However, this role will require you to work on evenings and weekends in accordance with the needs of the service.
Main duties of the job
As a Hub Advisor, you will be responsible for managing incoming and outgoing calls, triaging clients who are referred into the service, and responding daily to email enquiries from new and existing clients. Part of the role will also require regular communication with primary and secondary care professionals such as GP Practices, Social Prescribers, and Physiotherapy teams.
Here at Live Well, we like to ensure clients get the best outcomes from the service they attend. As a Hub Advisor, you will be responsible for following up with clients over a period of time, responding to clients' missed appointments, and signposting to other services available.
About us
This is an exciting opportunity to join our team of Advisors and help clients through their journey to improve their health and lifestyle. Working within a team of other advisors, you'll be the first point of contact providing information and support for clients who have been referred for our services.
Job responsibilities
1. Handling telephone calls and responding to e-mail enquiries from the public and existing clients regarding a range of services which may support healthy behaviours. Signposting to local authority and community teams and booking appointments with various services (50%)
2. Following up and monitoring a caseload of clients by establishing a supportive relationship, responding to missed appointments, arranging follow-on sessions, appointments, and onward referrals (20%)
3. Completing administrative tasks associated with the enquiries and operating a range of IT equipment and programmes to communicate in a timely manner to relevant internal and external teams (20%)
4. Compiling and presenting basic statistical data on retention and promotional performance (5%)
5. Carrying out other miscellaneous duties associated with the role.
Person Specification
Experience
* With experience of working in a busy frontline service, you'll have experience of providing telephone and face-to-face customer service support. Using excellent verbal and written communication skills, you'll provide clear and concise advice to clients and members of the public. Additionally, you must be a dedicated, organised, and reliable individual with a can-do attitude, determined to succeed with a solutions-focused outlook, able to listen and work with people in a variety of situations.
* Showing empathy and understanding, you must be able to deal with customers who may be distressed or worried about their health concerns and make every conversation count to ensure clients receive the best support for their specific needs. With a mature and calm manner, you'll be able to prioritise tasks and work under pressure to meet set objectives.
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