Customer Service Advisor - Swindon Support Office · Swindon

Location: Head office, Swindon

Contract type: Permanent

Salary: £24,852.60 per annum pro rata + commission

Hours: Monday to Friday 37.5 hours per week - Requirement to work weekends on rota basis

Background: OutsideClinic was founded in 1987 and now provides over 100,000 at home eye tests and 10,000 at home hearing tests each year. The business has revenues of £40m and employs 300 people. The business provides services to the 75+ age group, that find it challenging to visit the high street.

Job Summary: As a Customer Service Advisor, you will be the first point of contact for our customers, playing a key role in shaping their experience from the very first interaction. Alongside delivering outstanding service, you will take a proactive approach to each conversation, recognising opportunities to support customers and their households with the most appropriate services. Whether that is arranging an appointment, identifying eligibility for NHS services, or introducing additional support, you will ensure every interaction adds value.

Principal Accountabilities:

• Deliver a high standard of customer service by taking ownership of enquiries and resolving them at first point of contact wherever possible.
• Confidently guide conversations to understand customer needs, identifying appropriate services and gently introducing additional support where relevant.
• Proactively recognise opportunities to offer NHS and private services to both customers and other members of their household.
• Arrange and confirm appointments in a way that meets customer needs while supporting an efficient and well planned clinical schedule.
• Follow up with customers to understand their experience and offer further assistance where needed.
• Handle inbound communication from field based clinical colleagues, supporting quick and effective resolution of queries.
• Work towards individual and team targets that support both service excellence and business growth.
• Identify natural opportunities within conversations to secure new appointments.
• Contribute ideas and feedback to continuously improve the customer experience.

About You: You will bring a natural ability to build rapport and confidence with customers, combined with a mindset that looks beyond the immediate enquiry to understand how else we can help. You will have:

• Strong communication skills, both verbal and written, with the ability to build trust quickly.
• A genuine passion for delivering excellent customer service.
• Confidence in recognising opportunities to enhance the customer experience in a way that feels natural and supportive.
• The ability to multitask across systems while managing customer interactions.
• A solution focused approach with the drive to see things through.
• A positive, proactive attitude and a desire to achieve strong personal performance.
• Flexibility and adaptability in a changing environment.
• Good attention to detail.
• Confidence using IT systems including CRM and Microsoft applications.
• A professional and approachable manner at all times.

What We Offer:

• Private medical insurance.
• Life assurance x4.
• Access to health and wellbeing initiatives.
• Contributory pension scheme matched up to 5 percent following probation.
• Access to our colleague assistance programme, Health Assured.
• 22 days holiday plus bank holidays, increasing with service.
• Discounted eyewear and hearing products after qualifying period.

Why Join Us: At OutsideClinic, the work you do has a genuine impact on people’s lives. Many of our customers rely on us to access essential eye and hearing care they would otherwise struggle to receive, and every interaction you have helps make that possible. You will be part of a team that not only supports customers day to day, but also takes pride in recognising opportunities to improve their quality of life, ensuring they receive the right care at the right time.