Helpline Advisor (Bank)

circlehealth; Glasgow; On-site; GBP 14,000 - 21,000; Full time

Job summary

Circle Health Group in Glasgow is seeking a Helpline Advisor (Bank) to support the National Enquiry Centre. This is a bank role, filled on an 'as and when required' basis, covering busy periods and staff absence.

You will handle high volume inbound enquiries via phone, email and web platforms, use CHG systems to manage appointments, and liaise with medical staff to meet patient needs while ensuring data accuracy across CRM systems.

Qualifications

• GCSEs in Maths and English at A-C or equivalent.
• Experience in customer service or sales roles.
• Proficient in using a PC and various software/systems.

Responsibilities

• 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 customer needs and provide the best customer experience.
• Demonstrate attention to detail to accurately record data across multiple CRM systems.
• Outbound calls to patients and other stakeholders to convert enquiries.
• Adhere to quality measures to ensure an exceptional customer experience.

Skills

Customer service experience

PC proficiency

Education

Maths and English GCSEs A-C or equivalent

Job description

Helpline Advisor (Bank)

Circle National Enquiry Centre - Glasgow

Bank Shifts

Salary: £12.71 per hour

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 bank role working on an 'as and when required' basis, you will be required to supplement staffing levels during busy periods and provide cover for existing staff in times of annual leave or absence.

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
• Adhere to strict quality measures on all interactions across all channels to ensure we provide an exceptional experience for all our customers and patients
• Develop and maintain strong relationships with key contacts and clients
• Undertake multiskilling programmes to take overflow calls for other teams and to encourage continuous development

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 offers a competitive hourly rate.

Our culture is a result of the way our people live and breathe our philosophy, which combines our purpose, principles and values.

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