As a Programme Support Adviser you will be the first point of contact for our participants who are referred to our preventative health services. You would be helping our participants over the telephone to book and register them for appointments. As a Programme Support Adviser you would play a pivotal role in assessing the eligibility and suitability of participant referrals to our services and triaging them accordingly.
Your day to day responsibilities will include:
To deliver consistently high levels of customer service when communicating with participants on inbound and outbound calls.
Booking participants on to relevant Reed Momenta preventative health services, rearranging participant attendance and actively seeking re-engagement should participants fail to attend scheduled sessions.
Ensuring information provided on all calls is accurate and relevant systems are promptly responded to.
Rectify any inaccuracies that have been inputted on the CRM system in a data cleanse activity.
Utilise a variety of triage assessment tools to establish whether a participant is both eligible for and ready to engage with our services, based upon contractual and service delivery requirements.
Ensuring that all administration, including any specific KPI’s, quality standards and all data recorded, is captured in accordance with the service obligations.
What’s in it for you?
Alongside a generous base salary and great flexibility with your working schedule, we offer training, development and progression opportunities. With the chance to dramatically make a difference to people’s health and wellbeing, this role offers immense job satisfaction.
Required skills and experience:
Experience of working effectively within an office based customer service or sales environment.
Demonstrable experience of delivering high quality customer service
Experience of working in a fast paced, target orientated environment.
Experience of using database systems to input data accurately
Strong verbal communication skills and good influencing skills.
Ability to follow processes
Attentive to detail, ensuring all relevant data is captured accurately.
A minimum of 5 GCSE’s (grade A-C, including Maths) or equivalent.
GCSE English Language at a minimum of a Grade B (or equivalent Level 2 qualification) OR achievement of a Level 2 in Literacy Assessment at interview stage.
Desirable skills and experience:
Experience of working in a call centre environment
Fluency in community languages. Community languages may include Cantonese, Mandarin, Hindi, Urdu, Punjabi, Somali, Vietnamese, Dari, Yoruba, Turkish, French, Spanish, Albanian, Arabic, Bengali, Farsi, Guajarati, Polish, Serbian and Greek (dependant on which service the Programme Support Adviser is supporting)