Contact Centre Advisor

This is a full-time, permanent position. Working hours are on a weekly rotating shift pattern: 08:00–16:00 and 10:00–18:00
We provide diabetic eye screening services across the UK and Ireland, helping patients live healthier lives by providing excellent, high quality and innovative screening services to the NHS. Our aim is to provide a joined-up service to all our patients
Communications / Telephony focused - though general IT skills will also be called upon.
Problem-solving skills are called on to triage and help resolve any complications
Can work as part of a delivery team, or work individually
Ensuring excellent customer service by taking and making all calls from patients and other healthcare professionals in a timely manner. Primarily booking, cancelling, or rescheduling appointments for diabetic eye screening.
Database validation and cleansing and to issue all communication in a timely fashion ensuring notification of information to patients and healthcare professionals are received.
Taking and making a high volume of calls on a target-based model
Maintaining an accurate database.
Skills
Broad Telephony / Communications Background
VOIP Experience
Comfortable working with software logs to triage issues and supply correct information
Experience and confidence with networking and the concepts within a wider Telephony solution
Microsoft Client/Server / Database experience
Approach / Mentality
Excellent problem analysis and solving skills
"Can-do" positive attitude
Desire and initiative to explore solutions to understand them further
Ability to understand a full solution and the various components within
Able and confident to work well in a team and as an individual
Comfortable working alongside partners and customers
Ability to own a problem through to conclusion
Confidence to work under pressure conditions on occasion and focus on the key requirements through to success
Desirable Attributes
Knowledge of Telephony systems and call centre experience
Experience of database data entry
Competent with MS Word and Excel
Customer Service skills
Qualifications
GCSE English to grade C (or equivalent)

Employment type
Contract

Work arrangement
No