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Patient Customer Services Advisor

Location:
North London
Job Overview

At Optegra we work with inspiring, passionate and highly skilled teams with a common goal to deliver the highest standards of patient care. We’re a small company that does big things with a family feel and people at the heart of it. 

This is a new and exciting opportunity to be part of how we are improving the service and care we provide to our patients. We're looking for someone who is passionate about providing excellent customer services, wants to work for a fast paced progressive company and has a desire to succeed with all the support you need. 

This role is full time, averaging 37.5 hours each week covering shifts from Monday to Saturday, between 7am and 7pm. 

Benefits Include:

  • Annual Leave- We all work hard and it’s important to take time out to recharge our batteries! Our 33 days holiday each year (including bank holidays, pro-rata’d for part time colleagues) is a good place to start.
  • Private Medical Insurance- Your health and well being is important to you – and to us. All staff can join our Bupa private medical scheme from day one.
  • Cycle to Work Scheme- Our cycle to work scheme will help you get fitter – physically and financially – and help the environment!
  • Flexible Working- We want to support you to get the work / life balance that’s right for you, so all staff can apply to work flexibly.
  • Bonus- Our discretionary bonus scheme is an opportunity to have your contribution over the year recognized and for us all to celebrate the success of the business.
  • More Perks- All employees have access to a wide range of discounted products and services including shopping, gifts, food and entertainment and travel, so you can save on everyday essential and splurge on treats and luxuries!
  • Season Ticket Loans- Our season ticket loans help you cut the cost of your commute.
  • Maternity Leave- We offer enhanced maternity pay over and above the statutory minimum for all mums to be.
  • Pension- Optegra helps you plan for the future by matching your pension contribution up to 10%.
  • Life Assurance- You will be covered by Optegra’s Life Assurance policy from your start date. This means that Optegra will pay three times your basic salary to your nominated beneficiary if the worst should happen.

Optegra is proud to be an inclusive business where you can enjoy the career you want, without changing the person you are. We’re welcoming to all, working together as a supportive team, respecting the uniqueness of every individual we work with.

Requirements

As part of our central Customer Engagement Centre, you’ll provide a first class service to prospective and existing patients, managing high volume multi-channel contact, ensuring that all customer enquiries are effectively resolved and closed within agreed timescales.  

You’ll be experienced working in a call centre customer service environment, handling high volumes of queries and be passionate about providing top class customer service at the same time as hitting targets.

 
Key Responsibilities:
 
To effectively and efficiently handle calls, emails and social media enquiries in line with all KPIs 
Ensure all appointment bookings, amendments and cancellations are accurately logged
Providing front line support to all existing and potential Optegra patients, GPs and Optometrists
Proactively identifying how the customer journey and experienced can be improved
Providing support as required to staff and managers in all Optegra hospitals
Responsible for managing and prioritising daily activities and processes ensuring service levels meet KPIs
Take ownership of individual issues/enquiries and ensure they are resolved to the satisfaction of the patient and Optegra, whilst understanding when and how to escalate an issue
Interact in a friendly and professional manner with both internal and external contacts
Keeping concise and accurate records of call details and activity
To support the marketing team as required e.g. assisting with mailings, research, database management
To effectively support the marketing team in the management of events e.g. booking in attendees for open evenings

Experience:

Experience of working in a call centre customer service environment, with experience of handling high volumes of queries
Knowledge of phone/CRM systems
Company Overview
We’ve transformed the lives of hundreds of thousands of people through our sight saving procedures.  We’re a small company that does big things with a family feel and people at the heart of it.  We work hard but we’re supported by each other.  From our beginnings in 2008 we’ve grown to be the UK’s Best Eye Hospital with thousands of five star reviews from our happy patients.  All because of the brilliant people who work here!

We want to do the best for our people.  We invest in creating the conditions for your success, whether that’s a modern and inviting place to work in, state of the art equipment, the right tools to do your job and great rewards for the success you bring.

As well as the fundamentals like competitive salary, great holiday and pension, we also offer an annual bonus, private health cover, free vision correction for staff with family and friends discount, free counselling and physio and access to thousands of discounts from all the big (and some small) names on the high street.

You’ll see and feel the Optegra difference when you walk through the door – and you’ll have every opportunity to really make a difference.

Optegra Eye Healthcare is an inclusive business where you can enjoy the career you want, without changing the person you are. We’re welcoming to all, working together as a supportive team, respecting the uniqueness and diversity of every individual we work with.