Customer Service Advisor

RITZYROCKS; London; Hybrid; GBP 30,000; Full time

Job summary

A leading healthcare organization in London seeks a Customer Service Advisor to facilitate patient bookings and ensure a smooth experience. You will engage directly with patients, addressing inquiries and coordinating appointments with a focus on delivering excellent service. The position offers a comprehensive training program and a supportive work environment, ideal for candidates passionate about helping others.

Benefits

Private Medical Insurance

Contributory pension scheme

25 days holiday plus bank holidays

Life assurance

Travel season ticket loan

Retail discounts

Qualifications

• Prior customer service experience preferred but not required.
• Ability to communicate confidently over the phone.
• Experience in fast-paced environments is a plus.

Responsibilities

• Guide patients through their booking journey.
• Handle questions and ensure appointments run smoothly.
• Work closely with insurers to confirm bookings.

Skills

Customer facing experience

Strong written and verbal communication

Good IT skills

Organised and detail-focused

Team player with a flexible approach

Job description

Job title: Customer Service Advisor

Location: London, NW1 4LJ (hybrid options post training period)

Hours: 37.5 hours (rotational shifts, see below for more details)

Salary: £29,216 + great benefits

About Us

Established in 1932, The London Clinic is one of the UK's largest private hospitals, with eight state-of-the-art facilities in the heart of London's medical community around Harley Street. As a charity, we reinvest in cutting-edge treatments, technology and facilities to benefit our patients, staff, and the wider community.

We offer a comprehensive range of services, from complex medical and surgical procedures to specialist cancer care. The London Clinic is known for its supportive, collaborative culture where every contribution is valued, guided by our core values: We go further, We work as one, We personalise care.

The role

Are you passionate about health and making a positive difference in people's lives? Our team is dedicated to supporting our patients every step of the way on their journey with us. This is a key role in our organisation as you'll be setting the tone from the very first interaction. You'll shape how our patients feel about us right from the start, building confidence, trust, and a positive experience that lasts throughout their journey with us. So, if you're someone who genuinely cares and thrives on helping others, we'd love to hear from you!

Key duties

In this role, you'll be right at the heart of the action, guiding patients through their entire booking journey - from Consultant consultations, scans, inpatient, and pre-assessment appointments. You'll also work closely with patients and insurers to make sure everything's good to go before treatment.

You'll often be the first friendly voice our patients hear, helping with questions, sorting bookings, and tackling any last-minute hiccups. Whether you're confirming procedures or making sure things run smoothly, you'll be playing a big part in keeping the experience simple, supportive, and stress-free for both patients and consultants.

Skills & Experience

• We're looking for customer facing experience, be that hospitality or retail, phone-based customer service experience is ideal but not essential as our training will cover this!
• Strong written and verbal communication, with a confident and professional telephone manner
• Good IT skills
• Organised, detail-focused and able to work well under pressure in a fast-paced environment
• A team player with a flexible, can-do approach and a genuine interest in supporting patients
  
  

Working hours/shift pattern

37.5 hours, rotational shifts of 7.5 hours Monday to Sunday (earliest start 7 am and latest finish is 8 pm) and approx. 1 Saturday in every 5 weeks but you'll get a day off in lieu.

Induction and training

We have a fantastic 12-week training programme to set you up for success and thrive in your new role. You will have an individual mentor assigned to you who will coach and guide you building a dynamic training plan tailored to your needs.

Training starts with learning the basics of the system you will be using and performing administrative tasks before moving on to patient registration and responding to patient enquiries via email. After this, you will move on to making outgoing calls to schedule patient appointments and the final part of training will involve dealing with incoming calls. Your mentor will initially answer calls so you can get familiar with the types of calls we receive and slowly build confidence before taking calls yourself, with support and feedback from your mentor.

Career pathways

Let's hear from Robert on his career so far at The London Clinic

'When I joined The London Clinic as a Customer Service Advisor in bookings and administration for radiology, I had no prior medical background, having previously worked in retail. Despite this, the Clinic welcomed me and provided an environment where I could thrive. Today, I am proud to serve as a Senior, overseeing the day-to-day operations of the service. The London Clinic offers a great opportunity for those from non-medical backgrounds to change direction and build a meaningful career. The organization's commitment to real progression, promotion, and clear career pathways has allowed me to grow professionally while keeping patient care at the heart of everything I do.'

Benefits

We offer a range of benefits including flexible working and great career opportunities. Our core benefits are:

• Private Medical Insurance
• Contributory pension scheme (total contribution up to 20%)
• 25 days holiday plus bank holidays
• Life assurance (4 x salary)
• Travel season ticket loan
• A range of retail discounts
  
  

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