Your new company
24/7, 365 a day Customer service function acting as the first point of contact for all self-paying clients looking to take their initial first steps into Treatment. We are a non-clinical function who provide clients with available options for them to make informed choices on the best pathway for them.We are advertising for
'Client Referral Coordinators.' We have 2
positions
Available. This role is office based with possibility of home working during unsociable hours. This role includes working on a rota, which will include occasional weekends.
Job Overview
Your new role
Inbound call centre. Dedicated to providing prospective clients with the range of treatment options available, and assisting them take their first steps into the most suitable pathway with regards to private treatment for mental healthcare. Delivering best in class service to all existing and prospective clients looking for treatment. This includes exploring client needs in full, and matching these to our available services. Accurately logging and sharing client data in line with clinical requirements to ensure a speedy pathway into treatment. Following all internal processes. Safeguarding and GDPR guidance
Working closely with Management and Peers to achieve both individual and team KPI's and targets
Answering inbound client calls surrounding initial treatment enquiries
Answering client emails surrounding initial treatment enquiries
Liaising with internal and external stakeholders in helping clients access treatment
Ability to recognise vulnerability and follow safeguarding protocols when necessary
Tailoring available services in line with client needs
What you'll need to succeed
- Ability to work a varied shift pattern including weekends (Earliest shift start time is 8am and latest finish is 8:30pm)
(Essential)
- A minimum of 2 years previous experience of working in a fast paced, client centred environment
(Essential)
- Someone with the ability to lone work, and also work as part of a team
(Essential)
- Confidently handle calls where you will talk about difficult subjects, support vulnerable customers, and deliver solutions with care and empathy
(Essential)
- Good levels of literacy and numeracy, ideally a minimum of grade C and above at GCSE level (Desirable)
- Good working knowledge of Microsoft packages including Word, Outlook and Excel (Desirable)
- Ability to work to call KPIs and internal quality standards (Desirable)
- Good knowledge of mental health conditions and services/health experience
(Desirable)
What you'll get in return
£23,400 per annum
- 25 days Annual Leave + Bank Holidays + additional day's leave for your Birthday!
- Annual leave entitlement increases based on length of service: 27 days after 5 years' service and 30 days after 10 years' service.
- Length of service recognition awards
- Employee Assistance Programme
- Competitive Pension Scheme
- Initial Disclosure Check Cost covered, if applicable to role
- 'My Possible Self' App and health-related benefits
- Online discounts and cashback rewards
- Technology scheme (qualifying period)
- Cycle to work scheme (qualifying period)
- 'Cash for Colleagues' - Employee referral scheme
- Career Pathways Programme - for development and further qualifications
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
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