Weekend Senior Helpline Adviser

Baywater Healthcare; Crewe; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Annual leave 23–25 days

Life Insurance

Company Pension Scheme

Health and Wellbeing

Health cash plan

Employee Assistance Programme

Pluxee benefits platform

Cycle to work

Blue Light card

Job summary

Baywater Healthcare in Crewe is seeking a Senior Helpline Adviser to provide compassionate support to patients, carers and healthcare professionals, while processing clinical orders and enquiries in a busy helpline.

The role requires excellent communication, sound judgement and a patient-first mindset, with weekend hours (22 hours across Saturday and Sunday) and potential to extend to 37.5 hours per week.

Qualifications

• Experience in customer service, healthcare helpline, or patient support.
• Excellent communication and listening skills with a calm approach.
• Organised with strong attention to detail and ability to prioritise.

Responsibilities

• Provide professional, compassionate support to patients and service users.
• Process clinical orders and patient requests accurately and efficiently.
• Manage inbound calls and enquiries with high quality customer service.
• Maintain records and complete required documentation.
• Collaborate with Clinical Leads and internal teams to resolve queries.

Skills

Strong communication

Customer service experience

Active listening

Organisational skills

Calm, confident approach

Microsoft Office proficiency

Tools

Microsoft Office

Job description

Salary: £27,826Location: CreweHours: 22 - 37.5 hours per weekBaywater Healthcare – Enhancing Lives!At Baywater Healthcare, we're passionate about improving lives through the delivery of exceptional respiratory and home healthcare services. We are looking for a compassionate and experienced Senior Helpline Adviser to join our dedicated team, providing vital support to patients and healthcare professionals.This role is primarily a weekend position, working 22 hours across Saturday and Sunday (two 12-hour shifts including a one-hour lunch break). For candidates seeking a full-time opportunity, there is potential to increase hours to 37.5 hours per week.About the Role:As a Senior Helpline Adviser, you will be a key point of contact for patients, carers, and healthcare professionals, ensuring every interaction is handled with professionalism, empathy, and efficiency. You will support the processing of clinical orders and enquiries while helping to maintain the highest standards of patient care and customer service.Working within a fast-paced environment, you'll act as a role model within the team, demonstrating excellent communication skills, sound judgement, and a patient-first mindset.What You Will Be Doing:Provide professional, compassionate support to patients and service users.Process clinical orders and patient requests accurately and efficiently.Manage inbound calls and enquiries, ensuring exceptional customer service at all times.Maintain accurate records and complete all required documentation.Support colleagues by sharing best practice and helping drive team performance.Work collaboratively with Clinical Leads and internal departments to resolve queries.Ensure compliance with company policies, processes, and quality standards.Contribute to a positive, caring, and customer-focused culture.About You:Previous experience in a customer service, healthcare helpline, contact centre, or patient support environment.Strong communication and listening skills with a calm and confident approach.A genuine passion for helping people and delivering outstanding customer care.Excellent organisational skills and attention to detail.Ability to work independently and manage competing priorities.Experience using Microsoft Office applications and other business systems.Adaptable, proactive, and committed to continuous learning and development.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 SchemeBenefits: 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 & InclusionAt 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.About usOur goal:Our goal is not just to develop better products and services though – it’s about improving the quality of people’s lives. Baywater Healthcare employs just over 400 people in the UK and has its headquarters in Cheshire. The office is home to a 24-hour call centre, as well as administrative support for all oxygen, ventilation, nebuliser, sleep and telehealth therapy services.Our promise:Our objective is to support patients in their therapy and encourage long-term compliance. Therefore, as well as equipment and consumables designed for patient comfort; 24/7 support; and equipment servicing and maintenance at home, we also offer advice and support from specialist Clinical Advisers. Alongside this focus on providing the best possible support and equipment for patients, our aim is also to relieve the administrative burden on clinicians, allowing them more time to focus on patient care.