Customer Service Advisor

Hours: Full Time, 37.5 hrs per week, 5 days out of 7

Candidates need to be based within driving distance to the main location.

Job purpose:

NRS Healthcare is the UK’s leading provider of Community Equipment Services, delivering complete end-to-end services through all stages of equipment provision and recycling within the healthcare sector. Our services allow people to remain in their homes, helping to prevent extended hospital stays and allowing the NHS to deliver frontline care where it is needed most.

This is no ordinary Customer Service Advisor role. We are looking for people to join us who care about others and want to make a difference in their community. Are you that person?

You will be a critical part of a close-knit team who deal directly, by phone, with Occupational Therapists and our Clients to arrange and book equipment to be delivered, fitted, and collected, in predominantly domestic settings across Lincolnshire. This equipment is supplied to vulnerable people, allowing them to remain independent in their homes, enabling the NHS and Social Services to deliver frontline care where it is needed.

This equipment and the service you will provide is a lifeline to many vulnerable people, and you will ensure that the orders are booked correctly and accurate information recorded for our drivers to carry out their service as efficiently as possible. Although the job may be challenging at times, what you will gain in abundance is satisfaction and pride in the knowledge that you are genuinely making a difference to vulnerable people in your community.

You’ll benefit from in-depth training for this role and the chance to work in a small, close-knit team of CSAs. You will also need to be able to communicate effectively whilst displaying kindness and empathy, as many of the clients you will speak to are classed as vulnerable. You may also at times be dealing with clients who are receiving end-of-life care, so you will also need to be resilient when faced with difficult circumstances.

Role & Responsibilities:

• To answer and deal professionally with incoming phone calls from occupational therapists and clients.
• To make outgoing phone calls to clients to arrange delivery or collection of equipment, and record all information accurately on the booking system.
• To ensure all trained policies and procedures are followed correctly and accurately.
• To process and file all driver paperwork when returned to the depot.

Please note this is not an exhaustive list of duties and responsibilities.

What we look for in a Customer Service Advisor:

• Excellent customer service skills, friendly and approachable as you will be dealing with members of the public, many of whom are elderly or vulnerable.
• Good communication skills, resilience, flexibility, and an empathetic nature.

In return we offer you the following:

• A chance to work as part of a great team doing a rewarding job.
• Competitive salary and benefits.
• Career progression opportunities & training.
• Enhanced holiday of 33 days per year (including bank holidays) which increases with service up to 38 days per year (including bank holidays).
• Participation in our employee recognition scheme and recommend a friend scheme.
• Entitlement to Employee Assistance Programme and Bike to Work scheme.
• Access to exclusive employee discounts and savings in gym & wellness discounts.

To be noted:

This is not an exhaustive list of duties and responsibilities, and the post holder may be required to undertake other duties which fall within the grade of the job, in discussion with the professional and operational managers. This job description will be reviewed regularly in the light of changing service requirements and any such changes will be discussed with the post holder.

NRS Healthcare is an equal opportunities employer and encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

Under the Immigration, Asylum and Nationality Act 2006, prospective employees are advised that they will be required to provide documentary evidence to support their right to work in the UK. This position will be subject to a basic Disclosures and Barring Service Check.