Job Description
We have an exciting opportunity for a Senior Customer Service Advisor to join our Customer Services team. This role is a based in our Head Office in Central London (NW1 4LJ). We are also offering a competitive salary of £31,000 per annum plus a fantastic array of benefits.
Established in 1932, The London Clinic is one of the UK’s largest private hospitals, with 8 state-of-the-art facilities located in the heart of London’s medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. We cover a comprehensive range of services, including complex medical and surgical procedures plus a range of cancer services. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of “We go further”, “We work as one” and “We personalise care.”
Job Profile
The Senior Customer Service Advisor (SCSA) will work as part of the Customer Service Team and provide support to the Team Leader for the line management of Customer Service Representatives and the efficient day to day running of a multi-functional Outpatient and Inpatient contact centre team consisting of theatre & medical bookings, pre-assessment & Endoscopy bookings, consultant appointments, radiology appointments, admissions, patient liaison and switchboard.
The SCSA will be responsible for providing clear and robust operational support whilst delivering a high quality customer service. The post holder will have responsibility for staffing, team performance with a passion for continuous service improvement. Acting as ‘shift leader’, in the absence of the TL and will have oversight of all Radiology bookings.
- Job Type: This is a full-time, permanent position working 37.5 hours per week.
- Rota: 5/7 shift patterns, Mon-Fri 7am-8pm, Sat 7-3 & Sun 8-4, including bank holidays.
- Salary: £31,000 per annum
- Location: 1 Park Square West, London, NW1 4LJ (Baker Street and Regents Park stations) – this role will offer a hybrid working approach.
- Benefits package:
Contributory pension scheme (total annual contribution up to 20%).Private Medical Healthcare.33 day’s annual leave (Inclusive of bank holidays).Season ticket travel loan, family friendly benefits, and a wide range of discounts with a variety of retailers/services, plus much more.We also offer excellent career development; with clear career pathways and access to further education.Key Duties
· Support the line management of Customer Service Advisors (CSAs) maintaining high levels of service and quality to patients, consultants and other stakeholders at all times
· To ensure that patient calls are answered in a timely way, bookings/appointments are dealt with by CSAs efficiently and professionally over the phone, and all calls are taken with care and empathy
· Work collaboratively with the Team Leaders to ensure consistent service excellence, and cross cover when required
· Support the Team Leader to ensure that objective setting, mid-year and annual appraisal of all team members including assessment of performance and development of personal development plans
Skills & Experience
- Demonstrable experience of being a Supervisor or Senior of a multi-functional contact centre ideally in a healthcare environment
- Experience of applying SLAs / KPIs to drive performance
- Induction new starters and experience of ongoing training for CSRs
- IT / telephony and other systems required to deliver optimal performance in a contact centre setting (preferably knowledge of Meditech)
- Knowledge of customer service standards and patient experience in healthcare
The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.
We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.
The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.
Job Types: Full-time, Fixed term contract
Contract length: 12 months
Salary: £31,000.00 per year
Benefits:
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Gym membership
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
- Weekend availability
Ability to commute/relocate:
- London: reliably commute or plan to relocate before starting work (required)
Application question(s):
- What is your notice period?
- Please confirm you are happy with the salary advertised.
- Do you have leadership experience in a customer service environment?
Work Location: In person
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