Job Title: Customer Service Advisor – Audiology

Reporting to: Audiology Team Manager

Salary: £21,313 per annum

Hours: Monday to Friday 37.5 hours per week

Job Summary

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. Our Values are at the core of what we do. We believe in Clinical Excellence, making a Positive Impact, and we are passionate about continually improving in everything we do. 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.
• From time to time, you may be required to perform other duties as reasonably required.
• Operate in line with company policies, procedures, NHS guidelines and current legislation at all times.

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

• 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.
• 20 days holiday entitlement (plus bank holidays)
• Additional holidays with length of service
• Discounted eyewear and hearing products after qualifying period.