Contact Centre Advisor

Shift times: You will work on a rota basis with flexible shift options, currently between 8am-6pm Monday-Friday.

We’re looking for a Contact Centre Advisor to join our Bookings team based in Prestatyn. Our bookings team Contact Centre Advisors take in excess of over 55,000 patient calls per month and are the first point of contact for our patients and customers. HCA has been founded on 5-star exceptional service. Our team here, ensure that all patients receive that VIP treatment from the initial call.

As a Contact Centre Advisor, you’ll be Working within a highly focused, high volume, supportive, collaborative team. You will be responsible for making patient appointments and handling information requests over the telephone and by email.  You will be collecting customer information and data to support patients booking, so great administrative skills and attention to detail are key. 

What you’ll do:

• To make appointments across the HCA Facilities.
• Handling information requests over the telephone and by e-mail, providing details of facilities.
• To provide rapid response when answering call working towards set SLAs and individual KPIs.
• Disseminating information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
• To administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process.

What you’ll bring:

• Proven experience within a customer service environment.
• Ability to build excellent rapport with customers, patients, and consultants building strong relationships quickly and have the listening and communication skills to inspire confidence.
• Demonstrate empathy, patience, and diplomacy to reassure customers, overcome challenges and deliver the highest standards of customer service.
• Knowledge of healthcare or clinical experience is desirable but not essential.
• Computer literate.

By caring for our employees, we empower them to provide exceptional care for our patients. That’s why we offer a host of flexible benefits that reflect the invaluable contribution they make every day. As a Contact Centre Advisor, you’ll be eligible for:

• 25 days holiday each year (plus bank holidays) increasing with service, with option to buy or sell leave to suit you
• Private Healthcare Insurance for treatment at our leading hospitals
• Private pension contribution which increases with length of service
• Season Ticket Loan and Cycle to Work scheme
• Group Life Assurance from day one
• Critical illness cover
• Enhanced Maternity and Paternity pay
• Corporate staff discount for all facilities including Maternity packages at The Portland
• Comprehensive range of flexible health, protection and lifestyle benefits to suit you
• Discounts with over 800 major retailers