Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday, 8.30am - 4.30pm
Location: Hybrid to Royston
Salary: £22,425 per annum

SUMMARY

Medigold Health is committed to provide occupational health and wellbeing solutions for employers across the UK.

As an onsite Client Service Advisor, your role will include being on the front line, call handling, providing information and ensuring full customer satisfaction. Provide support and comprehensive product / service information to customers.

MAIN OBJECTIVES

• Working onsite Monday, Tuesday & Thursday within our client’s premise and remote working Wednesday & Friday, as part of the team providing the occupational health service. Working to promote a culture of customer satisfaction by delivering timely and accurate responses to our customer’s needs.
  
• Working onsite as part of the team providing the occupational health service within our clients premise and work to promote a culture of customer satisfaction by delivering timely and accurate responses to our customer’s needs.
• Take ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data.
• Trained and provided with the tools and technology to respond to our customer’s needs, our Client Service Advisors can enjoy working on a variety of tasks throughout the working day with excellent service to our onsite client as the goal.
• Listening and connecting with both our customers and our internal departments to address customer’s needs, our teams are problem solvers, who constantly strive to improve the customer experience.
• Supporting the onsite operational and clinical teams to ensure delivery of services within contractual agreements.

SPECIFIC DUTIES

• Call handling.
• Diary Management and logistical coordination of clinical appointments to achieve service level agreements and to support the clinical service delivery in line with our contractual agreements to our onsite client.
• Managing Health surveillance recall programmes. Create appointment schedules to meet service level agreements and to support the clinical service delivery.
• Maintaining and updating personal sensitive information – in line with current GDPR.
• Undertaking all administrative processes and providing professional, timely and accurate responses to all enquires.
• Work to the agreed Policies and Procedures for Health Surveillance & Customer service.
• Dispatch OH reports following the dispatch process utilising Medigold Health systems.
• Perform all duties within the companies defined training and process guidelines and working to agreed timelines.
• Takes ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data, in line with GDPR guidelines.
• Work in a varied and fast-paced environment to deliver prompt, accurate responses to all customer enquiries to enhance the customer journey.
• Act as the initial point of escalation for all stakeholders for the onsite client. Escalate service level issues to Line Managers when appropriate.
• Work individually and collaboratively with the onsite team and the client stakeholders to ensure that all aspects of the contracts operational commitments are met.
• Live the brand and demonstrate the Medigold Health genetic code.

ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES

• Understand, demonstrate, and promote the Company’s Genetic Code.
• Assist with induction and training of new employees.
• Manage confidential data in line with the UK GDPR.
• General Office Duties.
• Contribute ideas and suggestions to continuously improve the Customer & Employee Experience.
• Assist with colleagues work during absences.
• Attend meetings and training sessions as required.
• Any other request made by a Manager or Director.

REQUIREMENTS FOR THIS ROLE

• Previous customer service skills and experience.
• Proficient in handling inbound and outbound calls, listening to customers’ needs and requests providing helpful solutions to their problems.
• Proficient use of Microsoft Office and IT Solutions.
• Diary management experience.
• Ability to rationalise competing priorities.
• Confident communicator.
• Providing services to meet quality assurance targets.
• Working to and maintaining Internal and external KPI`s.
• Maintaining accurate customer service record.

CORE SKILLS & BEHAVIOURS

• Problem Solving Skills
• Ability to drive own personal performance and development 
• Managing a complex workload
• Attentive Interpersonal skills
• Ability to quickly and successfully adapt and embrace change 
• Communication skills and strong command
• Work independently and cooperatively as part of a team 
• Attention to detail
• Understand the priorities of the organisation and translate them into service priorities
• Responsible
• Well Organised 
• Professional in appearance and approach
• Able to work alone or as a team 
• Trustworthy and Honest
• Calm under pressure 
• Willing to learn new skills
• Efficient 
• Enthusiastic and Proactive
• Possess a positive can-do attitude