Contact Centre Advisor

Contact Centre Advisor

About the facility

London’s largest private hospital group, HCA operates 6 world-class hospitals across the capital, including The Harley Street Clinic, The Lister Hospital, London Bridge Hospital, The Portland Hospital, The Princess Grace Hospital and The Wellington Hospital. We also run HCA Laboratories and are growing via our expanding Joint Ventures divisions, including partnering with the NHS.

Our primary purpose is to provide exceptional care delivered with compassion and kindness, using state-of-the-art technology operated by expert, dedicated teams. This position will be based from our rapidly growing Contact Centre in Prestatyn, North Wales

Along with a competitive salary, the candidate will also receive 25 days holiday, private healthcare and our company flexible benefits scheme.

Job Description

HCA Healthcare UK is currently recruiting to our growing Contact Centre in Prestaytn.

The team is undergoing ongoing development, with fantastic progressive opportunities within the business.  The role is a challenging and demanding, with ongoing learning and development.  As an individual you will need to be adaptable, reliable, flexible and an ambassador of HCA always willing to meet our business needs.

The role will be responsible for providing excellent customer service to our patients whilst responding to all incoming enquiries in an agreed time frame with the aim.

Please note there will be shift work involved:

Hours of work: We have Full Time and Part Time Vacancies on offer
Shift pattern: Monday – Friday between 07:30 – 20:00, Saturday  08:00 – 18:00

The position holder would be required to work approximately 1 in 4 Saturdays as part of their regular shift pattern.

Duties & Responsibilities

• To provide rapid response when answering call working towards set SLAs and individual KPIs.
• Handling information requests over the telephone, by e-mail and other sources providing details of facilities.
• To administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process.
• Be responsible for the delivery of service excellence in relation to all inbound and outbound customer contact.
• Provide a prompt, courteous and empathetic service to all customers.

Skills and Experience

• To use appropriate interpersonal skills and communication methods to fulfil all customer enquires
• Skilled in the delivery of excellent customer service
• Computer literate
• Self-motivated
• Excellent verbal and written communication skills
• Excellent Customer Care Skills
• Polite and courteous telephone manner
• Keep abreast of the services offered at various HCA facilities

About the Individual

At HCA UK we recognise and value everyone as unique and individual; treat people with kindness and compassion; act with absolute honesty, integrity, and fairness and trust and treat one another as valued members of the HCA UK family. As someone looking to join our family, you will demonstrate these key values.

You will also actively participate as a member of a team to move the team towards completion of tasks, goals, and objectives; demonstrate leadership and influence others to be the best they can be and inspire our colleagues and patients; and deliver information in a clear, concise, and compelling manner to effectively engage others and achieve desired results.