Job Description
Responsibilities
- Answering incoming calls / emails and handling customer service enquiries with professionalism and empathy
- Managing the central customer enquiries mailbox
- Confidently and knowledgably communicating the services of Halcyon Doctors to customers
- Identifying and assessing customers’ needs and aligning them to the appropriate service and consultant
- Building sustainable relationships and trust with customers through open and interactive communication
- Processing new referrals and instructions from individuals and referring professionals (GPs, Consultants, Solicitors)
- Registering new customers (using a cloud-based CRM system)
- Liaising with customers and consultants to schedule appointments
- Obtaining medical records and other background information from 3rd parties
- Proofing, editing and formatting clinical and medico legal reports and letters from consultants
- Distributing clinical and medico legal reports and letters
- Keeping customer records up to date in the CRM system; letters, emails, calls etc added to the system accurately and promptly
- Invoicing customers using the CRM system
- Taking payments
- General administration duties from time to time
REQUIREMENTS
- Educated to degree level (ideal but not essential)
- Experience working in a customer service environment – you will be passionate about providing customer service of the highest quality where no request is too much trouble
- Experience providing excellent administrative support and coordinating logistical arrangements in an efficient and streamlined manner
- Good data entry and typing skills as well as the ability to comprehend, capture and interpret basic customer information in a live environment
- Experience managing challenging customer situations, with the ability to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance
- Excellent verbal and written communication
- Well-developed, professional telephone manner and etiquette
- Highly proficient in Microsoft Office (Outlook, Word, Excel, PowerPoint)
- IT literate and comfortable using cloud-based CRM software and other technological software solutions (all training will be provided)
- Fast learner and ability to work with a high degree of independence when fully trained
-Very organised with strong attention to detail
Work remotely with occasional travel to our Wimbledon, London office (no more than biannual) for Team catch ups/Strategy sessions etc
Job Types: Full-time, Permanent
Salary: From £21,000.00 per year
Benefits:
- Casual dress
- Company pension
- Work from home
Schedule:
- 8 hour shift
- Monday to Friday
COVID-19 considerations:
The role will be predominantly remote / work from home with occasional travel to our Wimbledon, London office (no more than biannual) for Team catch ups/Strategy sessions etc
Education:
- GCSE or equivalent (preferred)
Language:
Work authorisation:
- United Kingdom (required)
Work Location: Remote