Hybrid Client Services Advisor — Patient Experience

Cromwell Hospital; Greater London; Hybrid; GBP 21,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

Buy/sell annual leave

Bupa health insurance

Enhanced pension scheme

Life assurance

Viva wellbeing initiatives

Gym discounts

Discounts on retail/travel/leisure

Learning and development opportunities

Job summary

Cromwell Hospital is seeking a Client Services Officer to join its busy contact centre. The role is hybrid (2 days in office, 3 days at home) and involves handling high volumes of patient and clinician calls with professionalism and care.

You will log queries, route calls, maintain data accuracy, and contribute to continuous improvements in patient experience. Excellent communication and confidentiality are essential.

Qualifications

• Experience in busy contact centre or telephony-based environment.
• Excellent verbal and written communication skills.
• Ability to handle high volumes of calls with accuracy and empathy.
• Proactive approach to customer service and issue resolution.

Responsibilities

• Answer and manage a high volume of incoming calls from patients, families, clinicians and the public.
• Deliver an exceptional customer experience through professional, compassionate communication.
• Route and transfer calls accurately across hospital departments and services.
• Log and report telephony issues to IT teams and follow escalation processes.

Skills

Customer service

Phone etiquette

Communication skills

Confidentiality

Multitasking

Attention to detail

Team collaboration

Tools

CRM systems

Data entry

Job description

Cromwell Hospital is seeking a Client Services Officer to join its busy contact centre. The role is hybrid (2 days in office, 3 days at home) and involves handling high volumes of patient and clinician calls with professionalism and care.

You will log queries, route calls, maintain data accuracy, and contribute to continuous improvements in patient experience. Excellent communication and confidentiality are essential.