Customer Engagement Advisor

Location: Fareham

Pay rate: £14.24 PAYE holiday pay inclusive 
 Contract: Temporary, Initial 4 Weeks
 Hours: Monday to Friday, 09:00–17:00 (30 Mins Lunch)
 Department: Customer Engagement

Role overview

We are recruiting for 2 Customer Engagement Advisors to join a busy Customer Engagement team based at our head office in Fareham.

The successful candidates will support the delivery of an excellent customer experience for business clients and referring organisations, while ensuring the smooth and efficient administration of patient referrals and treatment cases.

Key responsibilities

• Manage administrative duties relating to patient referrals, ensuring files are created accurately and promptly.
• Handle incoming and outgoing calls and emails from customers, corporate clients and Physiotherapists.
• Chase referrals, treatment authorisations, correspondence and case updates.
• Provide customers and referring parties with appropriate treatment updates.
• Review treatment reports completed by Physiotherapists.
• Carry out audit checks, gather information and report on relevant data.
• Identify referrals requiring urgent attention or further review.
• Maintain accurate case files in line with company procedures and data protection requirements.
• Monitor daily service delivery and performance standards.
• Support the management and resolution of customer queries and service issues.
• Act as a first point of contact for customer feedback and concerns, resolving issues wherever possible.
• Escalate complex issues appropriately to ensure timely resolution.
• Contribute to improving systems, processes, and ways of working.

Essential requirements

• Previous experience in a busy administrative, customer service or contact centre environment.
• Strong written and verbal communication skills.
• Excellent organisational skills and a high level of accuracy.
• Ability to manage multiple tasks and work effectively in a fast-paced environment.
• Good IT skills, particularly Microsoft Office.
• Ability to work independently and as part of a team.
• Basic understanding of customer service principles, including SLAs and KPIs.
• Flexible and adaptable approach with a willingness to learn.
• Experience within a customer service or sales environment.
• GCSE-level education or equivalent professional experience.

Desirable experience

• Experience within the healthcare sector, NHS or private healthcare.
• Experience working with healthcare providers, insurers or PMI organisations.
• Knowledge of healthcare-related regulations and data protection.
• Experience supporting healthcare customer service operations.
• Basic or intermediate Microsoft Excel skills.
• Customer Service qualification such as NVQ or equivalent.