Job Title: Contact Centre Advisor
Location: Prestatyn, North Wales
Salary: £26,104 for 40 hours, pro-rated depending on hours
Part-Time:
- 32 hours per week / permanent role
- 24 hours per week / 9-month fixed term contract
Shift times: You will work on a rota basis with flexible shift options, currently between 8am-6pm Monday-Friday.
We’re looking for a Contact Centre Advisor to join our Bookings team based in Prestatyn. Our Contact Centre Advisors take in excess of over 55,000 patient calls per month and are the first point of contact for our patients and customers. HCA has been founded on 5-star exceptional service. Our team here ensures that all patients receive that VIP treatment from the initial call.
As a Contact Centre Advisor, you’ll be working within a highly focused, high volume, supportive, collaborative team. You will be responsible for making patient appointments and handling information requests over the telephone and by email. You will be collecting customer information and data to support patients booking, so great administrative skills and attention to detail are key.
What you’ll do:
* Schedule appointments within the HCA Facilities
* Handle information requests over the telephone and by e-mail, providing details of facilities.
* Provide rapid response when answering calls, working towards set SLAs and individual KPIs.
* Disseminate information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
* Administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process.
What you’ll bring:
* Proven experience within a customer service environment.
* Ability to build excellent rapport with customers, patients, and consultants, building strong relationships quickly and having the listening and communication skills to inspire confidence.
* Demonstrate empathy, patience, and diplomacy to reassure customers, overcome challenges and deliver the highest standards of customer service.
* Knowledge of healthcare or clinical experience is desirable but not essential.
* Computer literate.
Why HCA UK?
Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day.
Diversity and Inclusion
Patients first. Colleagues always. That’s the guiding philosophy behind our approach to Diversity, Equity, Inclusion and Belonging. We believe healthcare is built on a foundation of inclusion, compassion and respect for our patients and for each other. By working together with our colleagues we’re creating a truly inclusive environment, where individual differences are celebrated and everyone can achieve their potential.
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