Customer Service Administrator

Optima Health; London; On-site; GBP 28,000 - 34,000; Full time

Job summary

A leading company in Occupational Health seeks a Customer Service Administrator to manage cases and provide exceptional customer service. The role involves handling enquiries, booking appointments, and supporting administrative tasks. Join a supportive team committed to employee development and wellbeing.

Benefits

25 days annual leave, plus bank holidays

Pension scheme

Health Cash Plan

Career progression opportunities

Employee Assistance Programme

Cycle to work scheme

Flu vaccination scheme

Life assurance

Qualifications

• 2 years administration or receptionist experience required.
• Good IT / PC skills including Microsoft packages.

Responsibilities

• Manage and support Occupational Health cases through customer interactions.
• Book and reschedule appointments, manage enquiries and complaints.

Skills

Administration

Customer Service

IT Skills

Tools

Microsoft Packages

Job description

Job Title: Customer Service Administrator
Location: Gilmour House, Kennington Lane, SE11 4LS
Salary: £28,808 p.a.
Contract Type: Permanent
Hours: Full time, Monday – Friday

Right to live & work within the UK is required for this role.

About Us:

Optima Health are the UK market leader of Occupational Health and Wellbeing services. Our heritage can be traced back to 1947 where we were pioneers in the provision of Occupational Health and have led the way ever since, bringing new and innovative solutions to employers across the UK. We can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. We work with over two thousand businesses, in various industries, and our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.

Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey. We are committed to making this a really great place to work, so together, we live by our values; We are one team, we do the right thing, we are shaping tomorrow, and we are never too big to care.

Role Summary:

The Customer Service Administrator role is centred on managing and supporting Occupational Health (OH) cases through daily interaction with customers via telephone, email and chat. This position is essential for delivering an exceptional customer experience, primarily by handling customer enquiries and providing timely updates, support and guidance. The role will also include reception cover.


Main Duties and Responsibilities:

Service Delivery

• To proactively support front line and administration processes and correctly log new management and self-referrals onto the case management system
• Booking of and rescheduling of all types of appointments (OHP, OHA, Counselling, Physio and Technician)
• Provide confirmation correspondence and email/telephone updates to clients and employees
• Actively chase older cases providing proactive updates to clients
• Correctly log all activities and notes within the case management system ensuring it is up to date
• Manage customer enquiries via telephone and all OH mailboxes ensuring queries are answered professionally
• Generate medical and health surveillance recalls through the Cohort system, actively managing reminders, receipt of questionnaires, and appointment booking
• Process and respond to all requests for information made under the General Data Protection Regulation 2018. (Obtaining guidance where needed)
• Proactively manage urgent and DPS related cases ensuring the next case steps are fast tracked, the customer is fully updated and the case age is minimised.
• Manage complaints in line with Optima Health's complaint handling process.

Administration

• Supporting & assisting medical receptionist with lunch/break/leave cover which will include collecting clients from the ground floor & booking them in when they arrive for appointments, scanning/photocopying documents & liaising with the Recruitment Team at Kennington by Telephone/Email
• Liaising with medical recruitment nurses/doctors & assisting with candidate queries
• Managing medical bookings mailboxes. Handling email queries within these mailboxes, moving emails & booking appointments
• Updating Candidate Recruitment files through the Oleeo system
• Requesting and chasing of GP/third party reports and medical records
• Managing & booking Immunisation appointments & supporting the Nurses with administrative tasks
• Provide administrative support for clinicians
• General administration tasks, including but not limited to, answering telephone, email and written correspondence, scanning and indexing of documents, filing, photocopying, shredding of confidential waste, incoming and outgoing post, diary management, purchase order requests and invoicing.
• Ordering of goods and consumables where appropriate
• Organising visitor passes and car parking spaces where required
• Booking of meeting rooms and arranging couriers upon request

Experience, Skills, and Knowledge Required for the Role:

• 2 years administration or receptionist experience
• Good IT / PC skills including Microsoft packages
• The successful candidate will be required to undergo high level security vetting for this role. Vetting will need to be cleared before a start date is arranged.
  
  

What Can We Offer You?

• Competitive salary
• 25 days annual leave, plus bank holidays
• Buy and sell holiday scheme
• Pension scheme
• Health Cash Plan
• Career progression opportunities
• Employee Assistance Programme
• Cycle to work scheme
• Eye care test vouchers
• Flu vaccination scheme
• Employee discount scheme
• Life assurance
• Professional registrations fees paid
• Clinical Training Academy
  
  

Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation.