Client Services Officer

Cromwell Hospital; Greater London; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Buy/sell annual leave

Bupa health insurance

Enhanced pension scheme

Life assurance

Viva wellbeing initiatives

Gym discounts

Discounts on retail/travel/leisure

Learning and development opportunities

Job summary

Cromwell Hospital is seeking a Client Services Officer to join its busy contact centre. The role is hybrid (2 days in office, 3 days at home) and involves handling high volumes of patient and clinician calls with professionalism and care.

You will log queries, route calls, maintain data accuracy, and contribute to continuous improvements in patient experience. Excellent communication and confidentiality are essential.

Qualifications

• Experience in busy contact centre or telephony-based environment.
• Excellent verbal and written communication skills.
• Ability to handle high volumes of calls with accuracy and empathy.
• Proactive approach to customer service and issue resolution.

Responsibilities

• Answer and manage a high volume of incoming calls from patients, families, clinicians and the public.
• Deliver an exceptional customer experience through professional, compassionate communication.
• Route and transfer calls accurately across hospital departments and services.
• Log and report telephony issues to IT teams and follow escalation processes.

Skills

Customer service

Phone etiquette

Communication skills

Confidentiality

Multitasking

Attention to detail

Team collaboration

Tools

CRM systems

Data entry

Job description

Job Description:

Client Services Officer

Location: Cromwell Hospital - Hybrid Working (2 days office based / 3 days home based)
Hours: Full Time, Permanent
Shift Pattern: Rotating shifts between 8:00am and 8:00pm, Monday to Saturday (Saturday working approximately 1 in every 4 weeks)
Salary: £25,000 per annum + Excellent Benefits

We Make Health Happen

We're looking for a highly organised and customer-focused Contact Centre Advisor to join our busy team. This is a fast-paced, telephony-based role where you'll be the first point of contact for patients, clinicians, visitors and colleagues, providing a professional and efficient service at all times.

Working within a supportive contact centre environment, you'll be responsible for managing a high volume of inbound calls, handling enquiries accurately and ensuring every interaction contributes to an outstanding patient experience.

You'll have excellent communication skills, strong attention to detail and the ability to remain calm and professional when working under pressure.

How You'll Help Us Make Health Happen

What You'll Do

• Answer and manage a high volume of incoming calls from patients, families, clinicians and members of the public.
• Deliver an exceptional customer experience through professional, compassionate and efficient communication.
• Route and transfer calls accurately across hospital departments and services.
• Handle enquiries promptly while ensuring information is recorded accurately.
• Log and report communication or telephony issues to the appropriate IT teams.
• Follow established policies and procedures when managing complaints or concerns.
• Maintain strict confidentiality and data protection standards at all times.
• Work collaboratively with colleagues to ensure service levels and quality standards are consistently achieved.
• Contribute to continuous improvement initiatives focused on enhancing the patient experience.

What You'll Bring

• Previous experience working in a busy contact centre, customer service or telephony-based environment.
• Excellent verbal and written communication skills.
• Outstanding customer service skills with a genuine desire to help others.
• Exceptional attention to detail and accuracy.
• Ability to multitask and prioritise workloads in a fast-paced setting.
• Confidence working under pressure while maintaining professionalism.
• Strong organisational and administrative skills.
• Experience using multiple systems and databases simultaneously.
• A proactive approach with the confidence to make informed decisions within agreed guidelines.
• A positive team-focused attitude with the flexibility to support colleagues when needed.

Benefits

Our benefits are designed to make health happen for our people. Viva, our global wellbeing programme, supports every aspect of wellbeing, including mental, physical, financial, social, and environmental health.

You’ll enjoy a range of benefits, including:

• Equivalent of 25 days holiday, increasing with length of service.
• Option to buy and sell annual leave.
• Bupa health insurance as a benefit in kind.
• Enhanced company pension scheme.
• Life assurance.
• Access to Viva wellbeing initiatives and support programmes.
• Gym discounts and fitness partnerships.
• Retail, travel, and leisure discounts.
• Access to a range of learning and development opportunities.

Why Bupa?

We're a healthcare company with no shareholders, which means our customers are at the heart of everything we do. Our people are united by a shared purpose: helping people live longer, healthier, happier lives while making a better world.

We make health happen by being brave, caring, and responsible in everything we do.

We encourage all our colleagues to Be You at Bupa. We champion diversity and believe our workforce should reflect the communities and customers we serve. That's why we actively encourage applications from people of all backgrounds and experiences.

Bupa is a Level 2 Disability Confident Employer. We aim to offer an interview or assessment to every disabled applicant who meets the minimum criteria for the role. We'll ensure you are treated fairly throughout the recruitment process and will make reasonable adjustments wherever needed.

Time Type: Full time

Job Area: Administration

Locations: Cromwell HSK