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- Tasks: Join our team to handle patient calls and schedule appointments with care.
- Company: HCA UK, a leading healthcare provider with a commitment to exceptional service.
- Benefits: Enjoy 25 days holiday, private healthcare, and flexible benefits tailored for you.
- Why this job: Make a real difference in patients' lives while developing your customer service skills.
- Qualifications: Customer service experience and strong communication skills are essential.
- Other info: Be part of a supportive team with great career progression opportunities.
The predicted salary is between 22700 - 27800 £ per year.
We’re looking for a Contact Centre Advisor to join our team based in Prestatyn. Our 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 ensures 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.
Above all else, we’re committed to the care and improvement of human life. It’s this guiding vision that influences everything we do at HCA UK. From the CEO to the colleagues on the floor, we all have a part to play in delivering exceptional care to our patients. Other’s may think this is just a role in our Contact Centre team, but to us, you’ll be part of a wider team with a unique sense of purpose, one that helps improve lives daily.
What you’ll do:
- Schedule appointments within the HCA Facilities
- Handle information requests over the telephone and by e-mail, providing details of facilities.
- Provide rapid response when answering calls working towards set SLAs and individual KPIs.
- Disseminate information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
- 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.
Why HCA UK?
Originally founded over 50 years ago by Dr Thomas Frist, HCA has gone on to become one of the world’s leading healthcare providers. In the UK, we’re one of the largest providers of privately funded healthcare and have invested over £500 million in the latest treatments, technology, techniques, medication and facilities. Being part of a large multisite, established healthcare group we can offer you unrivalled opportunities for career progression through internal and external courses, as well as working conditions that prioritise both your mental and physical wellbeing. 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.
Culture and values
At HCA UK we believe exceptional care starts with our people. We celebrate the unique perspectives and different experiences each of us bring as we know that when you feel seen, heard and supported you can be at your best for our patients, and each other. Our mission is simple, above all else we’re committed to the care and improvement of human life, a clear statement that extends to both our patients and colleagues. To achieve this, we live and breathe four core values:
- Unique and Individual: We recognise and value everyone as unique and individual.
- Kindness and compassion: We treat people with kindness and compassion.
- Honesty, integrity and fairness: We act with absolute honesty, integrity and fairness.
- Loyalty, respect and dignity: We trust and treat one another as valued members of the HCA UK family with loyalty, respect and dignity.
Reasonable adjustments
We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. As a Disability Confident committed organisation, we’re happy to discuss flexible working arrangements to suit your needs as well as offer reasonable adjustments throughout our recruitment process, and in the workplace, to anyone that needs them.
Contact Centre Advisor - FTC in Prestatyn employer: London Bridge Hospital
Contact Detail:
London Bridge Hospital Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Advisor - FTC in Prestatyn
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on HCA UK. Understand their values and mission, especially their commitment to exceptional care. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Contact Centre Advisor, you'll be handling a lot of calls. Try role-playing with a friend or family member to get comfortable with answering questions and providing information clearly and confidently.
✨Tip Number 3
Show off your empathy! During the interview, share examples of how you've handled difficult customer situations in the past. Highlight your ability to listen and reassure customers, as this is key to delivering that VIP treatment HCA UK prides itself on.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that can set you apart from other candidates and shows your enthusiasm for the role.
We think you need these skills to ace Contact Centre Advisor - FTC in Prestatyn
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your experience aligns with the role of a Contact Centre Advisor. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Customer Service Skills: Since this role is all about providing exceptional service, share specific examples of how you've excelled in customer service roles before. We want to see your ability to build rapport and handle inquiries with empathy and patience.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid fluff and focus on what makes you a great fit for our team.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure it gets to the right people and helps us get to know you better!
How to prepare for a job interview at London Bridge Hospital
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Contact Centre Advisor. Familiarise yourself with the key tasks like scheduling appointments and handling information requests. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Since this role is all about providing exceptional service, be ready to share specific examples from your past experiences where you've gone above and beyond for customers. Highlight your ability to build rapport and handle challenging situations with empathy and patience.
✨Prepare for Common Questions
Anticipate questions related to customer service scenarios, such as how you would deal with an upset patient or manage multiple calls at once. Practising your responses can help you feel more confident and articulate during the interview.
✨Emphasise Teamwork and Collaboration
This position requires working within a supportive team environment, so be prepared to discuss how you’ve successfully collaborated with others in previous roles. Share examples that highlight your ability to work well in a high-volume setting while maintaining a positive attitude.
