Customer Engagement Advisor

Your purpose

The Customer Engagement Advisor champions the experience our Physio customers (also known as Instructing Parties (IPs)) receive from us as a supplier and partner. You play a vital role in maintaining strong relationships, ensuring service excellence. This role is critical to the overall patient and IP experience that we aspire to. 

You will work with the team to deliver an efficient, accurate, timely, and digitally-enabled service. You keep the wheels turning for both our IP’s and the patients they refer to us. 

Location: Fareham

Job Type: Temporary 

Duration of booking: Expected to last 4 weeks with possible extension

Proposed start date: ASAP

Pay Rates: Up to £14.24 per hour PAYE inclusive of holiday pay

Hours / Working Days: 37.5 hours per week / Monday to Friday, 9am – 5pm 

Sector: Healthcare 

Based: Office 

Key responsibilities 

• Administrative duties, such as speaking with customers and ensuring that files are created swiftly and accurately when patients are referred to us for treatment.
• Perform audit checks on cases, gathering and reporting on data, working in compliance with appropriate company policies and procedures, including our Data Protection policies.
• Highlight any referrals that require immediate attention or further consideration. 
• Chase referrals, treatment authorisation, correspondence, and updates on cases. 
• Review treatment reports completed by Physiotherapists. 
• Handle incoming or outgoing calls and/or emails from/to customers, Physiotherapists, and corporate clients. 
• Provide referring parties and clients with treatment updates as applicable. 
• Maintain files in-line with company procedures.
• Help to monitor daily service delivery standards.
• Support handling escalations and resolve service issues or concerns raised by B2B clients professionally.
• Serve as the first point of contact for feedback, skilfully diffusing concerns, resolving issues where possible in one conversation, and escalating only when necessary to ensure timely resolution.
• Look at opportunities to modernise any systems and processes, challenging any legacy ways of working that may be stifling progress.

Knowledge, experience, and qualifications

• Willingness to learn and develop yourself, and the team around you.
• Basic understanding of key customer service principles including Service Level Agreements and Key Performance Indicators. 
• Strong communication skills (both written and verbal). 
• High levels of accuracy, organisational skills, and a flexible approach with the ability to adapt quickly to meet the demands of a busy environment. 
• Able to work both independently and collaboratively as required.
• Good computer literacy and IT skills particularly with Microsoft Office packages. 
• The ability to cope well in a busy and fast-paced environment. 
• Experience of working in a busy administrative or contact centre environment.
• Experience in a customer service or sales environment
• Educated to GCSE or equivalent professional experience.