Helpline Advisor – Days

TN United Kingdom; Crewe; On-site; GBP 20,000 - 30,000; Full time

Job description

Job Title: Helpline Advisor

Salary: £

Location: Crewe, UK

Hours: 37.5 /week

Day shifts: 8am - 8pm (1 weekend in 4)

Baywater Healthcare – Enhancing Lives!

Baywater healthcare has an exciting new opportunity for a Healthcare Helpline Advisor (Full Time), based in Cheshire who is a friendly and communicative individual and enjoys helping their community to join our amazing and supportive team!

Join us and be part of the change, making a difference in thousands of people’s lives

Our mission is to enhance lives every day. Home healthcare is one of the most rewarding places for people to work. Our aim is to reassure and support both patients and their families, we strive to be a fundamental part of maintaining their everyday normality. Our teams are the driving force behind our ongoing development of this ethos, and your voice matters. We understand how personal at-home healthcare can be, which is why community and empathy are at the heart of what we do. If you’re looking for a role where you can both develop your individual skills and build a bond with those within the community, then this could be the opportunity for you!

About the Role:

You will be joining the very heart of Baywater in our customer service team. As a warm and reassuring individual, you will be speaking to healthcare professionals and our patients every day and ensuring they receive the vital healthcare equipment, and services, they need to stay as independent as possible. We are all about making a positive impact, and every communication you have with our patients allows you to make that difference in their day. As a crucial member of our team, you will understand that we are passionate about supporting our community and will want to go that extra mile to help an individual in need. You will be working onsite in our newly refurbished offices, in a secure and stable role, within a friendly, inclusive, and supportive environment with a team willing to go above and beyond for each other and our patients. Each day is different so you’ll need to be adaptable and flexible but because of this you will truly be appreciated by your customers, patients, and team.

What You Will Be Doing:

1. Provide empathetic and professional support to service patients, families, and clinical leads.
2. Managing workload, including organising additional tasks and project work ensuring both internal and contractual KPIs (as well as company and personal objectives are achieved).
3. Ensuring team compliance with the business health and safety procedures.
4. Passing on escalated queries, engaging with all business areas when necessary to resolve issues in a professional and positive manner.
5. Problem solving and decision making in a busy environment across a wide range of subjects.
6. Completing training (which includes the ability to identify and address training needs).

About You:

We know that sometimes people can be put off applying for a job if they don’t tick every box. If you’re a kind, friendly, and communicative individual who likes helping people and are excited about working for us, then please apply.

• Active listening skills
• Excellent communication skills (both written and verbal)
• To be empathetic and understanding with a calm and confident manner
• Able to use IT systems (including Microsoft Office software)
• Ability to think quickly and problem solve
• Self-motivated behaviour with excellent timekeeping, time management and organisational skills
• Previous customer service experience – this doesn’t necessarily need to be within a call or contact centre; any experience of managing customers and delivering great service is appreciated.

What You Will Receive:

• Annual leave starting at 23 days, rising to 25 days within 2 years with service year (with further increases every 5 years)
• Life Insurance cover
• Company Pension Scheme
• Finance and Protection through SimplyHealth (our company insurance scheme)

Benefits:

• Health and Wellbeing (which includes the access to our wellbeing app that helps boost your physical and mental health)
• Fully funded health cash plan for preventative medical treatment including dental, optical, physiotherapy, diagnostic treatment and 24/7 access to GP services
• Employee Assistance Programme – which supports you and your family with individual specialist advice
• Access to our online benefits platform Pluxee (which includes offers on holidays and travel money)
• Cycle to work scheme
• Access to Blue Light card – unique only to healthcare workers!
• And many more!

Diversity & Inclusion:

At Baywater Healthcare, we believe that our diversity is our strength, and inclusion is our commitment. We understand that a diverse and inclusive workplace is not only the right thing to do but also essential for our success in enhancing lives. We are committed to fostering a culture that respects and values the unique perspectives, backgrounds, and talents of every individual.

We embrace diversity in all its forms, including but not limited to race, ethnicity, gender, sexual orientation, age, disability, religion, and cultural background. We recognize that diversity sparks innovation, encourages creativity, and drives excellence. Our dedication to inclusion means that every employee, customer, and partner is treated with respect and dignity, ensuring they have a sense of belonging and equal opportunity to thrive.