Client Advisor

Turning Point; Wrenthorpe; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

31 days holiday

Total reward package

Job summary

Turning Point in Wakefield is seeking a Client Advisor to be the first point of contact for clients and professionals seeking referrals into services. Based at our Wakefield Office and Talking Shop, you will handle high volumes of referrals via phone, email, and online form, performing initial triage and booking treatment appointments.

You will work in a small team, maintain accurate records in Turning Point systems, and support clients to access wellbeing workshops.

Qualifications

• Experience in customer service or contact centre is desirable.
• Excellent written and verbal communication skills.

Responsibilities

• Answer high volumes of calls and other contacts via email/online referrals.
• Carry out initial triage for new clients seeking referral for assessment and treatment.
• Respond to inquiries from clients and professionals.
• Book clients into treatment appointments by phone and email.
• Assist clients with booking wellbeing workshops and groups.
• Process data accurately and in line with GDPR and best practice.
• Update client records and knowledge base; maintain accuracy.
• Identify priority/risk issues and escalate appropriately.
• Strive to meet and exceed service level targets.

Skills

Customer service

Multitasking

Excellent communication

MS Office skills

Tools

Microsoft Excel

MS Office

Job description

An exciting new opportunity has arisen for a Client Advisor who will be based at our Wakefield Office and Talking Shop. You will provide first point of contact for clients and professionals wanting to arrange a referral into service.Role Responsibility Working as part of a small team you will be handling all initial referrals and enquiries into the services from new and existing clients, professionals and staff. Ensuring all contacts are dealt with in a timely, friendly & professional manner, providing a consistently high quality person centred service. The service will provide support through a variety of channels including telephone, email and online referrals. As a Client Advisor your main responsibilities will be:

• To answer high volumes of calls and other methods of contact including email and online referrals.
• To carry out the initial triage and screening for new clients who want to make a referral for assessment and treatment.
• Respond to calls and email enquiries from existing clients and professionals
• To book clients into Treatment appointments - via phone and email
• Work with Clients to help and support booking onto our wellbeing workshop and groups.
• To process data accurately and sensitively, in accordance with GDPR and best practice
• To work closely as a team and with approval from the manager to ensure that the "knowledge base" is accurate and up to date
• To update Turning Points Client Record system and other related systems with new information and keeping existing records accurate and up to date.
• Identify and elevate as appropriate, priority/risk issues through the appropriate channels
• To work towards and exceed performance indicators and service levels set by your manager

This area of the business is fast paced, challenging and subject to continuous change and development. To be considered for the role you will need to be able to multi task, to remain calm under pressure and to provide consistent and high levels of customer care. It is essential that you have excellent communication skills, both written and verbal, and able to liaise confidently with people at all levels. You will have good organisational skills, and able to adapt to meet the need of the client. A good understanding of Microsoft Office, Excel and spread sheets is essential.

Previous experience of working within a customer service environment or contact centre is desirable however we will equally consider applications from individuals who have previous experience working in service focused on health and social care. This is a great opportunity for an individual who is looking to start or progress their career within a leading health and social care environment.

You will be required to work on a 7 day rota basis between the hours of 8:00-20:00.

What does it take to become a leading health and social care organisation in the UK? It takes people who can turn lives around every day - providing support and encouragement, delivering innovative services and generally improving life for individuals affected by mental health problems.

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer. We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

What Benefits Will I Receive? We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career - we want to support you in every way we can with our total reward package.

• We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career - we want to support you in every way we can with our total reward package.
• You will get 31 days' paid holiday a year, increasing with each year of service up to 33 days. Plus the option to buy additional holidays and spread the cost.