Contact Centre Advisor

Job Description

This is a full-time, permanent position. Working hours are on a weekly rotating shift pattern: 08:00–16:00 and 10:00–18:00

We provide diabetic eye screening services across the UK and Ireland, helping patients live healthier lives by providing excellent, high quality and innovative screening services to the NHS. Our aim is to provide a joined-up service to all our patients

Communications / Telephony focused - though general IT skills will also be called upon.

• Problem-solving skills are called on to triage and help resolve any complications
• Can work as part of a delivery team, or work individually
• Ensuring excellent customer service by taking and making all calls from patients and other healthcare professionals in a timely manner. Primarily booking, cancelling, or rescheduling appointments for diabetic eye screening.
• Database validation and cleansing and to issue all communication in a timely fashion ensuring notification of information to patients and healthcare professionals are received.
• Taking and making a high volume of calls on a target-based model
• Maintaining an accurate database.

Qualifications

Skills

• Broad Telephony / Communications Background
• VOIP Experience
• Comfortable working with software logs to triage issues and supply correct information
• Experience and confidence with networking and the concepts within a wider Telephony solution
• Microsoft Client/Server / Database experience

Approach / Mentality

• Excellent problem analysis and solving skills
• "Can-do" positive attitude
• Desire and initiative to explore solutions to understand them further
• Ability to understand a full solution and the various components within
• Able and confident to work well in a team and as an individual
• Comfortable working alongside partners and customers
• Ability to own a problem through to conclusion
• Confidence to work under pressure conditions on occasion and focus on the key requirements through to success

Desirable Attributes

• Knowledge of Telephony systems and call centre experience
• Experience of database data entry
• Competent with MS Word and Excel
• Customer Service skills

Qualifications

• GCSE English to grade C (or equivalent)

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.