Customer Service Coordinator in Esher

If you are looking for a role where no two days are the same and where making a difference is an everyday occurrence, then please read on. We are recruiting candidates with great Customer Service skills. You will join our Healix Government (HMG) Contract team, based in Esher.

Healix has been providing healthcare and risk management solutions to clients around the world since 1992, offering bespoke services to clients who want control over their health, travel and risk provision. As a result, we have an impressive list of clients – ranging from governments, broadcasters, NGOs to international corporations, major insurers and more.

We offer a welcoming, friendly and supportive working environment. At Healix, we truly believe that ‘our people’ are at the heart of our success; employees are treated with dignity and respect and are always encouraged to reach their full potential.

Role purpose

In this role, the main purpose is to provide a proactive and timely, remote medical assistance service to UK government employees and dependants based overseas, with a strong focus on customer service. Anticipate and seek to resolve problems before they occur. Offer solutions and resolutions which work for the members, the clients and Healix.

Hours

4 days per week giving a week total of 36 hours full-time shift basis including weekends and in line with business requirements. The shift times vary between 8am and 10pm, with a 30 min lunch break.

Key Activities and Responsibilities

• Handle all calls with empathy and customer focus.
• Identify what the Member needs through effective questioning and listening.
• Accurately document phone calls.
• Ensure written communication is accurate, concise and relevant and that actions and notes in the Case Management System are easy to follow and show a clear plan.
• Formulate a plan of care with the support of the medical team and provide appropriate guarantee of payments on behalf of HMG staff and their dependants.
• Monitor ongoing cases taking account the medical team’s case direction to ensure that appropriate support is provided, while taking into account local facilities available, patient requirements and cost of care.

The ideal candidate will have good case management skills, showing understanding of medical matters involved, and applying knowledge of HMG policies to case manage effectively.

Required skills and experience

• Previous experience working in a telephone based or face to face customer service role (desired).
• The ability to be responsive and empathetic to the needs of others and offer effective solutions.
• The ability to communicate professionally, employing excellent listening skills.
• Excellent written and verbal skills and empathetic listening skills and is able to speak and write English to a native level.
• The ability to appreciate the differing requirements of members, the welfare team, and clients to effectively case manage.
• Ability to liaise effectively with all members of the wider team and clients to proactively move cases forward.

Required Criteria

• Early, middle and late shift pattern, Monday to Sunday, including Bank Holidays.
• Ability to commute to the Esher office.
• English communication skills, both verbal and written, to native standard.
• Problem solving, managing priorities and ability to cope working under pressure.

Desired Criteria

• Foreign, European languages.
• Previous experience in customer services, ideally in travel industry or in medical assistance.

Company Benefits

• Commitment to career development.
• Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Employee discounts, Gym membership or wellness programs, Opportunity to travel, Casual dress, Cycle to work, Free work laptop, Referral bonus, Open office, Competitive salary, Life insurance, Employee Assistance Scheme, Wellbeing Scheme, Social Opportunities, Progression opportunities.

Salary: £27,000.00 per year.