Service Centre Operator

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Job Title: Contact Centre Advisor
Location: Prestatyn, North Wales
Salary: £26,104 for 40 hours

Full-Time: 40 hours per week

Permanent

Shift times: You will work on a rota basis with flexible shift options, currently between 8am-6pm Monday-Friday.

We’re looking for a Contact Centre Advisor to join our Primary 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.

Don’t just take our word for it, this is what one of your potential new colleagues says…

“I have never worked for a company that does so much for their employees; I am so proud to work for HCA Healthcare and be a part of the Contact Centre. The services and experience we offer our patients are second to none, and we offer the latest advancements in medical technology. It's a wonderful feeling to know you've made a difference in improving a patient's quality of life.”

What you’ll do:

1. Schedule appointments within the HCA Primary Care Facilities.
2. Handle information requests over the telephone and by e-mail, providing details of facilities.
3. Provide rapid response when answering calls, working towards set SLAs and individual KPIs.
4. Disseminate information about hospitals, their services, and their departments, utilising the relevant hospital USPs.
5. Administer all enquiries within agreed service levels ensuring all systems are accurately updated in the process.

What you’ll bring:

1. Proven experience within a customer service environment.
2. Ability to build excellent rapport with customers, patients, and consultants, building strong relationships quickly and having the listening and communication skills to inspire confidence.
3. Demonstrate empathy, patience, and diplomacy to reassure customers, overcome challenges, and deliver the highest standards of customer service.
4. Knowledge of healthcare or clinical experience is desirable but not essential.

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.

Diversity and Inclusion

Patients first. Colleagues always. That’s the guiding philosophy behind our approach to Diversity, Equity, Inclusion and Belonging. We believe healthcare is built on a foundation of inclusion, compassion, and respect for our patients and for each other. By working together with our colleagues, we’re creating a truly inclusive environment where individual differences are celebrated and everyone can achieve their potential.

We believe everyone should feel comfortable to bring their full self to work and be afforded the same opportunities. That’s why 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.