Helpline Advisor in Crewe

About the Role:

You will be joining the very heart of Baywater in our customer service team. As a warm and reassuring individual, you will be speaking to healthcare professionals and our patients every day, ensuring they receive the vital healthcare equipment and services they need to stay independent. You will work onsite in our newly refurbished offices, maintaining a secure and stable role within a friendly, inclusive and supportive environment. Each day presents a new challenge, requiring adaptability and flexibility to be appreciated by customers, patients and team members.

What You Will Be Doing:

• Provide empathetic and professional support to patients, families and clinical leads
• Manage workload, organising additional tasks and project work to meet internal and contractual KPIs as well as company objectives
• Ensure team compliance with business health and safety procedures
• Pass on escalated queries, engaging with all business areas to resolve issues in a professional and positive manner
• Problem‑solve and make decisions in a busy environment across a wide range of subjects
• Complete training (including identifying and addressing training needs)

About You:

• Active listening skills
• Excellent communication skills (both written and verbal)
• Empathetic and understanding with a calm and confident manner
• Ability to use IT systems, including Microsoft Office software
• Quick thinking and problem‑solving abilities
• Self‑motivated with excellent time‑keeping, time‑management and organisational skills
• Previous customer service experience – not necessarily within a call or contact centre but any experience of managing customers and delivering great service is appreciated

What You Will Receive:

• Annual leave starting at 23 days, rising to 25 days within 2 years of service (with further increases every 5 years)
• Life Insurance cover
• Company Pension Scheme
• Finance and Protection through SimplyHealth (our company insurance scheme)
• Health and Wellbeing – access to our wellbeing app promoting physical and mental health
• Fully funded health cash plan covering preventative medical treatment including dental, optical, physiotherapy, diagnostic treatment and 24/7 access to GP services
• Employee Assistance Programme – specialist advice for you and your family
• Access to our online benefits platform Pluxee (offers on holidays and travel money)
• Cycle to work scheme
• Access to Blue Light card – exclusive for healthcare workers
• And many more benefits

Diversity & Inclusion

At Baywater Healthcare, we believe that diversity is our strength and inclusion is our commitment. We recognise that a diverse and inclusive workplace is right and essential for success in enhancing lives. We commit 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. This commitment ensures that every employee, customer and partner is treated with respect and dignity, fostering a sense of belonging and equal opportunity to thrive.