Customer Service Advisor

Description:

Are you looking for a customer service role that will really make a difference to people’s lives? Would you like to work remotely in role that will complement your busy life? Do you thrive working in a friendly, fast paced team?

If the answer to these questions is “Yes!’ then our Customer Service Advisor role could be perfect for you!

The core purpose of this role is to ensure the smooth-running of our corporate mental health service, through the provision of effective and efficient customer service. It encompasses a range of administrative responsibilities that support the day to day operations of an emotional support helpline, as well as contributing to its ongoing development.

We have a part time role available which is 18.75 hours per week, on a rota basis, between the hours of 9am and 7pm Monday to Friday.

If any of the above applies to you, Vita Health have the perfect role for you!

On top of your salary of £19,000 pro rata per annum we offer 33 days holiday (inc Bank Holidays), pension scheme, time off for your birthday plus many other great benefits

What will you be doing?

• To answer inbound calls to our Employee Assistance Helpline - supporting delivery of emotional support services through answering calls to the helpline in a caring and empathic manner.
• To ensure that clients and customers can communicate with Vita Health Group without difficulty – dealing with administrative client requests as required
• To efficiently handle calls into a 24/7 emotional support helpline and other Vita Heath Group Services
• To identify needs of callers in a professional, caring and empathic manner
• Complete post-call admin work efficiently and ensure available to take inbound calls as quickly as possible
• To collect and record key client demographics and information
• Transfer callers that require an immediate counselling response through to a member of the counselling team
• Raise call-backs on service systems and flag to the outbound call team anything urgent
• Log voicemails from inboxes to the call back system
• To identify and effectively deal with any problems where appropriate or escalate to the relevant person within the business to ensure business continuity.
• Escalate risk and safeguarding calls appropriately in line with training
• Effectively deal with any client or patient telephone enquires ensuring that contract details and service requirements are relayed in a correct and confident manner.

We provide a full and in-depth training package to all new starters to support you to be competent in doing the above with regular monthly training thereafter.

Skills and Experience:

Essential:

• Customer service experience
• Good Interpersonal and communication skills, with a can do attitude
• Good organisational skills
• Self-motivating
• Good attention to detail and accuracy is required
• Excellent written and spoken English
• An awareness of and commitment to supporting and facilitating diversity and inclusion

Desirable:

• 2 + years office and administrative experience
• NVQ Level 2 Business and Administration
• Strong IT skills and experience using patient or customer database and Microsoft office
• Experience working in a busy office (including remote working) or a call centre environment