PURPOSE
We are seeking an enthusiastic and dedicated Private and Sports Imaging Coordinator to join our team at Thorpe Park Head Office. This role will be the first point of contact for all patients, referrers and sports clubs contacting LivingCare in relation to our Private Imaging services. We require an individual who is actively able to multi-task, work under pressure and maintain the highest customer service standards. This role is responsible for ensuring a prompt and professional service to all enquiries made via email and telephone. You will respond to general enquiries, including facilitation of any booking enquiries. You will work closely with the rest of the operational team to ensure clear lines of communication and service delivery are provided in line with customer expectations.
In addition to delivering outstanding customer service, the post holder will play a key role in driving revenue growth and promoting private imaging services, ensuring all interactions maximise booking conversions and service uptake. The successful candidate will actively identify opportunities to upsell services, build strong relationships with referrers and clients, and contribute to the commercial success of the private imaging function.
MAIN DUTIES AND RESPONSIBILITIES
· Managing the online and telephone booking of private and sports imaging services across the company.
· Managing waiting times and escalating where appropriate
· Ensuring delivery of company KPIs
· Responding to enquiries over email and telephone
· Ensuring excellent customer satisfaction
· Recording customer details on the appropriate database as required
· Ensuring all processes are completed for customers booking appointments with LivingCare
· Keeping track on waiting times and escalating where appropriate
· Any responsibility within the customer service function.
· Support the development of private and sport imaging services.
· Actively promote private imaging and sports services to maximise bookings and revenue
· Convert enquiries into confirmed appointments through effective communication and sales techniques
· Identify upselling and cross-selling opportunities where appropriate
· Build and maintain strong relationships with referrers, patients, and sports organisations to encourage repeat business
· Support marketing and business development initiatives to grow the private imaging service
· Monitor conversion rates and contribute to improving sales performance metrics
Qualifications
Good general education
Customer care training or equivalent experience
Skills and competencies
Excellent customer service skills
Excellent telephone manner and email etiquette
Knowledge of diagnostic imaging is desirable however full training will be provided
Strong sales and negotiation skills
Ability to influence and convert enquiries into bookings
Commercial awareness and understanding of revenue targets
Confidence in promoting services and handling objections
Teamworking
Competent in using IT and CRM systems
The post holder will have ongoing support throughout the operational structure. They will also work closely with the clinical team. They will have access to internal and external training for the role.
Training
This role will have access to external and in house training courses.
Annual appraisals and professional development plans will be performed and acted upon appropriately.
Why Choose us?
Our continuing success as a business is down to the talent, hard work and dedication of our staff. Along with great job satisfaction, you can look forward to a competitive salary, opportunities to grow, a pension scheme and great employee benefits.
We fully believe in investing in our staff to help them reach their career goals and full potential. We offer all staff the chance to further their education with free training courses in any field that will both benefit themselves and the company.
Here at LivingCare we are an equal opportunities employer with a strong commitment to the health and wellbeing of all our colleagues.
We are also proud to be a Disability Confident Committed Employer (Level 1).
Find out more about Disability Confident at:
www.gov.uk/disability-confident #DisabilityConfident
What we offer our employees:
Free onsite parking.
Free tea and coffee
Quality working environment
Exclusive discounts
Flexible working
Work life balance is a priority here at LivingCare, with services running at sociable times. 08:00-18:00 Monday to Saturday.
Blue Light Card NHS discount at a range of shops and restaurants
Access to the Employee Assistance Programme
Annual pay review
Culture matrix programme: we organise special events every month to support our teams
Celebrating success: this programme gives rewards to our team member who have gone above and beyond
Supermarket vouchers: we give these out every month as part of our supermarket sweep competition
Behaviours and Values
Living Care has a set of core values which we expect all staff to demonstrate. Building on these we have developed a set of expectations that we expect all team members to demonstrate.
Managing self and others:
· Take care of your own wellbeing and that of your staff
· Manage yourself and your emotions
· Share your knowledge and experience
· Use appropriate language when communicating to others to ensure they understand
· Be decisive
· Be positive – focus on what you can do and why something will/could work
· Actively seek feedback and act on it (where appropriate)
· Know when to step in and do it yourself and when to leave others to have a go
· Be self-aware: know your strengths and development needs and look for ways to develop.
Be visible and approachable
As a company who supports equality and diversity, LivingCare encourage applications from all candidates regardless of their age, gender including reassigned gender, relationship status, maternity, disability, race including colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation.
Pay: £13.38 per hour
Benefits:
Work Location: In person
