Our client is looking for a Customer Service Specialist with high emotional intelligence
Client Details
A leader in their field
Description
-
First Contact and Engagement:
-
Act as the first point of contact for all inbound enquiries, whether by phone or email, offering a welcoming and professional service.
-
Direct non-treatment-related calls and emails to the relevant department, ensuring smooth internal communication.
-
Engage sensitively with individuals or their families seeking treatment, understanding their needs and guiding them through the next steps.
-
Conduct thorough pre-admission screenings to evaluate suitability for treatment at Castle Health, ensuring all necessary information is gathered.
-
Lead Qualification and Nurturing:
-
Qualify leads by identifying individuals suitable for treatment, while addressing any concerns or objections that may arise.
-
Nurture leads through follow-up communication, ensuring consistent engagement until they are ready for referral, admission, or alternative support.
-
Referral and Admissions Support:
-
Pre-screen all cases to assess the individual's eligibility for treatment at before handing them over to the Admissions Department.
-
Pass fully qualified and pre-screened leads to the Admissions Department, ensuring all relevant information is communicated for smooth case management.
-
For non-qualifying leads, refer individuals to appropriate alternative treatment providers, following established protocols and ensuring compassionate care throughout.
-
Maintain and regularly update a list of preferred alternative treatment providers in collaboration with the Referrer Relations team, adding new options when necessary.
-
Coordinate with the Referrer Relations team on Private Medical Insurance matters to ensure accurate and comprehensive support.
-
Sales and Conversion:
-
Adopt a proactive, sales-driven approach to lead conversion, offering clear information and reassurance to individuals at every stage of their decision-making process.
-
Overcome objections with empathy, providing tailored solutions that address concerns about treatment, costs, or other factors.
-
Manage and track all enquiries and leads using CRM software, ensuring accurate reporting and effective lead management.
-
Follow-Up and Reporting:
-
Ensure no opportunity is missed by following up consistently with open leads until they are referred, admitted, or closed.
-
Record all lead and enquiry activities within the CRM, contributing to ongoing reporting and performance analysis in team meetings.
-
Provide administrative support where required, ensuring the smooth functioning of the department.
-
Collaboration and Communication:
-
Maintain strong working relationships with the Admissions Department, Referrer Relations team, and other departments to ensure referrals are handled efficiently.
-
Ensure all communications for timekeeping and reporting are maintained with the Lead Help Centre Officer.
-
Be willing to work flexible hours, including evenings and weekends, to meet the needs of potential clients. Work can be done remotely, but occasional on-site attendance may be required.
Profile
-
Interpersonal Skills:
-
Demonstrated ability to handle sensitive, emotional conversations with empathy and professionalism.
-
Strong communication skills, including a warm, supportive telephone manner.
-
Sales and Customer Service:
-
Proven experience in sales or customer service, with an ability to convert enquiries into action through effective lead nurturing and engagement.
-
Ability to identify and address objections, guiding potential clients towards making informed decisions.
-
Organisational and IT Skills:
-
Strong organisational abilities, with a keen eye for detail and the ability to manage multiple tasks concurrently.
-
Proficiency in CRM systems, Microsoft Office, and telephonic systems used in customer service or admissions environments.
-
Sector Knowledge (Preferred):
-
Knowledge of addiction recovery and treatment is highly desirable, with an understanding of the impact of addiction on individuals and their families.
-
Familiarity with the treatment options provided by Castle Craig, including the unique aspects of its programmes, is an advantage.
Additional Responsibilities:
- Undertake additional duties as directed by your line manager or the Hospital Manager.
- Participate in quality assurance processes, with all calls and emails monitored for training and quality control purposes.
- Maintain compliance with confidentiality policies concerning patient information at all times.
Job Offer
A salary of around £29,000
Some weekend and evening work