Senior Customer Services Advisor

The London Clinic; London; On-site; GBP 35,000; Full time

Job summary

An established industry player in healthcare is seeking a Senior Customer Services Advisor to enhance patient experience at their London facility. This role is pivotal in managing a dynamic team, ensuring exceptional service delivery in a fast-paced environment. With a focus on quality and empathy, you will support the management team, handle customer inquiries, and foster a collaborative atmosphere. Join a supportive organization that values your contributions and offers a comprehensive benefits package, including private healthcare and generous leave. If you're passionate about customer service and eager to make a difference, this is the opportunity for you.

Benefits

Private Medical Healthcare

Pension Scheme

33 Days Annual Leave

Season Ticket Travel Loan

Discounts with Retailers

Qualifications

• Demonstrable experience in a supervisory role within a contact center environment.
• Ability to handle high-pressure situations and maintain service quality.

Responsibilities

• Support management of Customer Service Advisors and ensure high service levels.
• Build strong relationships with patients and internal departments.

Skills

Customer Service Management

Complaint Handling

Performance Management

Communication Skills

Education

Experience in Customer Service

Line Management Experience

Job description

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We have an exciting opportunity for a Senior Customer Services Advisor to join our Customer Services team at The London Clinic, based at our main site in London (W1G 6BW). We are offering a competitive inclusive salary of £34,125 per annum.

Established in 1932, The London Clinic is one of the UK's largest private hospitals, with 8 state-of-the-art facilities located in the heart of London's medical community around Harley Street. We have circa 1350 employees, and we are dedicated to providing our patients with expert, individualised treatment and care. We cover a comprehensive range of services, including complex medical and surgical procedures plus a range of cancer services. The London Clinic has a supportive and warm working culture where your contribution is valued, and you can help us deliver our three core values of "We go further", "We work as one" and "We personalise care."

Job Profile

The Senior Customer Services Advisor (SCSA) will work as part of the Customer Service team, supporting the Team Leader in line management of Customer Service Representatives, and the efficient day-to-day running of a multi-functional Outpatient and Inpatient Contact Centre, consisting of Theatre & Medical bookings, Pre-assessment & Endoscopy bookings, Consultant appointments, Radiology appointments, admissions, patient liaison, and switchboard.

• Job Type: Permanent, Full Time, 37.5 hours per week.
• Shift Pattern: 5/7 shift patterns, Mon-Fri 7am-8pm, Sat 7-3, and Sun 8-4, including bank holidays.
• Job Location: 1 Park Square West, NW1 4LJ.
• Salary: £34,125 inclusive per annum.
• Benefits Package: We offer a comprehensive package which includes a contribution pension scheme (total annual contribution up to 20%), Private Medical Healthcare, 33 days annual leave (inclusive of bank holidays), season ticket travel loan, and a wide range of discounts with a variety of retailers and services. We also offer excellent career development, with clear career pathways and access to further education.
  
  

Key Duties

• Support the management of Customer Service Advisors (CSAs), maintain high levels of service and quality to patients, Consultants, and other stakeholders at all times.
• To ensure that patient calls are answered in a timely way, bookings/appointments are dealt with by CSAs efficiently and professionally over the phone, and all calls are taken with care and empathy.
• Work collaboratively with the Team Leaders to ensure consistent service excellence, and cross cover when required.
• Build strong relationships with Patients, Consultants, Medical Secretaries, and internal departments, with a view to enhancing customer service at all stages of contact.
• To energies and motivate staff in sub team, to create and enthusiastic contact centre environment.
  
  

Skills & Experience

• Demonstrable experience of being a Supervisor or Senior of a multi-functional contact centre, with line management experience.
• Evidence of instilling energy into a contact centre team, with experience of applying SLAs/KPIs to drive performance.
• Experience handling high-level customer calls, working in a high-pressured, performance driven environment, demonstrating a professional approach at all times whilst under pressure.
• Ability to handle complaints in a calm and professional manner, and maintain team spirit when complaints are received.
• Knowledge of customer service standards and patient experience in healthcare.
  
  

The London Clinic has charitable status which is fundamental to our identity and how we operate, enabling our teams to invest in treatments, technology and facilities that benefit our patients, staff and the wider community.

We are committed to safeguarding and protecting all adults at risk, children and young people by implementing robust safer recruitment practices during our selection process. Pre-employment checks are undertaken in accordance with industry standards and regulations, and successful applicants may be required to undertake an Enhanced Disclosure via the Disclosure and Barring Service (DBS). If you would like further information about our safer recruitment policy then please contact a member of our recruitment team.

The London Clinic is proud of its diverse workforce and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. We absolutely welcome applicants from underrepresented groups; if you think you have the skills and experience for the job, please apply - we would love to hear from you regardless of your background.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Hospitals and Health Care

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