Customer Service Advisor / Therapy Coordinator

Healthcare at Home is one of the UK’s largest providers of home healthcare services. We believe in putting our patients and their families first and ensuring we deliver excellent customer service. We are looking for passionate customer service advisors to join our growing Customer Service Department on permanent contracts at our Head Office in Burton on Trent.

Job Purpose:

To provide a customer service function for patients and customers through a range of contact channels (for example inbound and outbound calls, mail, emails, SMS and enquiries from the website).

Key Responsibilities:

* Contact patients to organise their deliveries as per their prescriptions.

* To register and update patient information onto the company CRM
(Customer Relationship Management) database as appropriate.

* To ensure accurate maintenance of patient notes and contact activity.

* To ensure accurate processing of orders.

* Answering and making internal and external telephone calls, mail and emails, and in future, SMS.

* Act as a single point of contact for patients, hospitals and nurses.

* Act in a professional and courteous manner when dealing with all patients, customers and other interested parties.

* Maintain a commitment to a high level of Customer Service, handling deliveries, enquiries and resolving queries accurately and within service level targets.

* Maintain all records and act in compliance with Data Protection requirements and other applicable regulations.

Skills and Abilities:

Relevant Experience:

* Previous experience of a customer service role, either phone, face to face / mail based. A good, relevant educational background can be considered as an alternative for those who have recently left education.

Essential Skills

* An excellent ability to work in a high pressure and fast paced environment.

* An ability to use own initiative to deliver results.

* Strong team player that supports the work and development of others.

* Excellent communication skills, which help to present a strong professional image and generate an immediate personal credibility with customers.

* Confident to deal with queries and handle complaints.

Education and Training:

* GCSE Maths and English grade C or above (or equivalent) or Customer Service NVQ.

Healthcare at Home is an equal opportunities employer.