Job Title: Customer Service Advisor
Location: Pury Hill Business Park, Towcester - Hybrid after training
Salary: up to £30,000 per annum
Contract Type: Permanent
Hours: Full time, 37.5 hours (Monday to Friday)
Right to live and work in the UK is required for this role.
Role Summary
The role of Customer Service Advisor is to provide a high level of customer service to the customers streamlined within your sector and to ensure all communications into and out of the business are managed at a professional level and meeting agreed KPIs.
You will support the team with workflow prioritisation and be able to re-prioritise within the team as required with guidance from your line manager.
You will need to be able to step up and lead the team with other Customer Service Advisors or independently in the absence of your line manager.
Main duties and Responsibilities:
- Within your team, ensure that all phone calls and emails are answered and responded to within the agreed KPIs.
- Where further investigation into a query is necessary, ensure that clients are aware of the process and timescales involved.
- Note all client queries, updates, and next steps clearly on the system to ensure transparency.
- Support the Finance Team with any invoice related queries to assist with investigations.
- Ensure all customer queries are dealt with in a professional, friendly and solution focussed manner.
- Support the Transition/Change teams with the onboarding of new clients.
- Build relationships with key client stakeholders and develop a good working knowledge of the client, sharing this knowledge with team colleagues, considering how we can improve our service to meet client needs.
- Manage contract email inboxes efficiently effectively.
Experience, Skills, and Knowledge Required for the Role:
- High level of professional customer service skills.
- Ability to work under pressure to KPIs.
- Ability to manage multiple forms of communication professionally.
- Good IT / PC skills including Microsoft packages.
- Excellent written skills.
What Can We Offer You?
- 25 Days Annual Leave + Bank Holidays
- Buy and Sell Holiday Scheme
- Life Assurance
- Pension Scheme
- Health Cash Plan
- Volunteer Days
- YuLife Employee Benefits Platform
- Save As You Earn Scheme
- Eye Test Vouchers
- Flu Vaccination Scheme
- Cycle to work scheme
- Clinical Training Academy
- Paid CPD Days
- Professional Registration Fees Paid
- RAVE Awards
- Employee Assistance Programme
- Right to Request Flexible Working From Day 1
About Us:
Optima Health is the UK's largest provider of Occupational Health and wellbeing services, supporting organisations across both the public and private sectors. With a heritage dating back to 1947, we have been helping employers create healthier, high-performing workplaces for generations, and we continue to evolve with innovative, practical solutions that make a real difference.
At the heart of our story are our people. We bring together like-minded professionals who are passionate about improving workplace health and wellbeing and delivering meaningful support to the organisations we work with across the UK.
When you join Optima Health, you become part of something bigger. We invest in our people/you through structured induction, ongoing training and tailored career development, helping you build the skills and experience to grow your career.
Together, we live our values:
One Team – There are no barriers in our business. We trust each other and work together as one team to deliver what our clients need. We all have a part to play in our future, and everyone's contribution is important and valued.
Doing the Right Thing – We operate to the highest standards. Success is underpinned by honesty and integrity, and by doing what we say we will do. We care about the impact of our work on our people, our clients, their employees, society, and the world we live in. Caring for our colleagues' wellbeing and respecting their time, energy and balance is fundamental to this value.
Shaping Tomorrow – We are always looking for ways to improve and innovate. We train, support and empower future leaders, invest in market-leading propositions and use technology to advance service and clinical outcomes. We evolve how we work - embracing smater, more flexible approaches that help our people thrive both professionally and personally.
Never Too Big to Care – We always retain a client-first approach. Every client, and every one of their employees that we support, matters. We work in partnership to optimise workplace health and wellbeing, sharing in the benefits of growing together.
Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation.
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