Call Centre Advisor

The Call Centre Advisor within the First Response Team, will provide a first class service and experience to all existing patients who contact us via phone, email or live chat.

Their expertise and rapport building will enable them to proactively manage a patient's query with professionalism, accuracy and in a timely manner with exceptional empathy.

Working very closely with colleagues, Dr's and Nurses from our Clinics across the country to ensure the importance of our patients IVF options and fertility treatments are always the priority and managed as best as possible at first touch. Working a shift pattern including weekends and evenings when necessary.

A successful Call Centre Advisor will be trained to have an extensive knowledge of our treatments and how to manage individual patient requirements in a timely and professional manner.,

• Manage enquiries from our existing patients in an efficient and professional manner.


• Ensure internal SLA's and quality assurances targets are met/exceeded.


• Liaise with clinic managers, Dr's and Embryology teams to ensure relevant appointments are managed affectively.


• Responding promptly and articulately to patient requests via phone and email.


• Management and booking of appointments for patients including any associated confirmations.


• Building exceptional relationships and rapports with our patients.


• Creating statements, invoices and refunds - Taking credit and debit card payments, reconciling invoices and payment records.


• Delivering emotional support and empathy within sensitive situations.


• Acting in accordance with CREATE's policies and procedures, the DPA and our HFEA regulations.


• Delivering and ensuring KPI's are met/exceeded.
  
  Experience within a contact centre or customer service environment.


• Able to work as part of a team, but also to take initiative individually.


• Exceptionally empathetic - a clear and confident communicator with excellent telephony and typing skills.


• A friendly, caring and compassionate personality.


• Strong organisational and time management skills.


• Maturity to deal with difficult situations with a smile and empathy.


• Highly Pro-active with strong common sense and the ability to think on your feet.


• Proven experience within a customer service role - putting patients first, understanding concerns and securing resolutions when issues occur.


• Ability to manage and deal with difficult situations and conversations.


• Appreciation of patient confidentiality.


Person Requirements - Desirable:

• Healthcare experience is desirable, but not essential. Luxury customer service experience also desirable.


• Flexible and approachable.


• Enthusiastic in approach.


• Experienced interpersonal skills.


• Attention to detail.


• Proactively able to identify issues that may impact Patients.
  
  CREATE Fertility is one of the leading IVF and fertility treatment providers with centres across the UK. We are pioneers of Natural and Mild IVF, a form of IVF which uses either no or low dosages of fertility drugs. Our treatments are gentler, safer and more affordable than other clinics and we continue to invest in new innovation.


We are looking for an energetic, talented individual to join the team in our Bristol clinic.


• 25 days holiday plus a day off on your birthday


• Increasing annual leave for every full year worked up to 30 days (includes birthday)


• Perkbox (employee platform - discounts in shops, cinemas, free mobile insurance etc.)


• Pension Scheme


• Cycle to work Scheme


• Private healthcare


• Life insurance (4 times your salary)


• Season ticket loan


• Enhanced Months maternity pay


Job Types: Full-time, Permanent

Pay: £25,000.00 per year

Benefits:

• Flexitime


Schedule:

• 8 hour shift


• Monday to Friday


• Weekend availability