Helpline Advisor

Circle Health Group; Glasgow; On-site; GBP 22,000 - 27,000; Full time

Benefits offered by this job

25 days holiday per year + bank hols

Private Pension Scheme

Private Healthcare Scheme

Friends & Family Hospital Discounts

Family Friendly policies

Non-contributory life insurance

Wellbeing resources

Employee recognition programmes

Job summary

Circle Health Group's National Enquiry Centre in Glasgow is seeking a proactive Helpline Advisor to handle high-volume inquiries via telephone, email and web platforms. This is a full-time role, 37.5 hours per week, with a flex shift pattern.

You will meet KPIs, use CHG systems to book, re-schedule and cancel appointments, and liaise with Consultants and hospital staff to ensure the best customer experience. Strong data entry across multiple CRM systems is essential.

Qualifications

• GCSE Maths & English A-C or equivalent
• Proficient in PC/software and office tools
• Experience in customer service or sales roles

Responsibilities

• Handle high volume inquiries via telephone, email and web platforms
• Meet key performance indicators (KPIs)
• Use CHG systems to book, re-schedule and cancel appointments
• Liaise with consultants and hospital staff to meet customer needs
• Record interactions accurately across CRM systems
• Make outbound calls to convert enquiries

Skills

Customer service experience

Computer literacy

GCSE Maths & English A-C

Education

GCSE Maths & English A-C (or equivalent)

Tools

CRM systems

Job description

Helpline Advisor

National Enquiry Centre - Glasgow

37.5 Hours & Permanent

Salary: £24,947.00 per year

Circle National Enquiry Centre in Glasgow is part of Circle Health Group, Britain's leading provider of independent healthcare with a nationwide network of hospitals & clinics, performing more complex surgery than any other private healthcare provider in the country.

We have an opportunity for a Helpline Advisor to join their team of staff.

This is a full time role for 37.5 hours a week. The role holder will be required to cover a flexible shift pattern.

Duties of this role include:

• Handle high volume inbound enquiries via telephone, email and web-based platforms from a variety of key stakeholders

• Consistently meet all key performance indicators

• Use multiple CHG systems to book, re-schedule and cancel appointments

• Liaise with Consultants, medical secretaries and CHG hospital staff to meet the customer’s needs and provide the best customer experience

• Demonstrate excellent attention to detail to accurately record data across multiple CRM systems to record all interactions

• Outbound calls to patients and other key stakeholders will be required to convert enquiries

Applicants should meet the following criteria:

• Maths, English GCSE at grades A to C or equivalent functional skills level 2 evidence

• Proficient in the use of a PC, including the use of software and systems

• Previous experience working in customer service or sales roles

Salary & Benefits

Circle Health Group is committed to offering competitive starting salaries and access to a wide range of employee benefits, including:

• 25 days holiday per year + bank holidays, increasing to 30 days with service

• Private Pension Scheme

• Private Healthcare Scheme for treatment at our hospitals, covering pre-existing medical conditions

• Friends & Family Hospital Discounts

• Family Friendly policies, including enhanced Maternity, Paternity & Adoption pay

• Non-contributory life insurance

• Staff engagement hub with access to discounts and extensive rewards and voluntary benefits

• Access to resources, tools and services to support your wellbeing

• Employee recognition programmes

• Industry leading training and development opportunities

…and much more!

Circle Health Group is committed to creating a diverse workforce offering inclusive opportunities for all our colleagues. Our definition of diversity goes beyond the established characteristics protected by the Equality Act, as we strive to attract candidates with diverse experiences, backgrounds, identities or expressions, skills, work styles…and more.

We’re passionate about creating an environment where our people can thrive, grow and develop professionally and personally. Our principles and values guide our colleagues to be selfless, compassionate, committed, collaborative, brave, agile, tenacious and creative and are at the core of our purpose and culture.

To find out more about the Circle Health Group Philosophy: https://careers.circlehealthgroup.co.uk/why-circle/our-philosophy