Customer Service Advisor (Contact Centre)

Our Clinical Operations Team has a fantastic opportunity as a Membership Support Advisor. We're looking for a highly skilled call centre advisor to join our Contact Team, managing a large daily volume of inbound and outbound calls, emails and chats. You'll be working in a fast paced medical environment, delivering an exceptional service to our patients.

We run a clinical operations support service 7.30am - 10pm, Monday to Sunday which means that the position will involve working a shift pattern including weekend and bank holiday work.

We're looking for motivated individuals that believe in Babylon's mission and are passionate about helping our patients. Candidates should have an energetic work ethic, strong sense of ownership and ability to work well individually and as part of a team. As the voice of our company, you must have excellent customer service and communications skills. You'll be working as part of the Clinical Operations team to ensure our service is safe, effective, caring, responsive and well-led.

• Provide exceptional clinical service, currently serving over 100K NHS patients and 440K members

• Be first line support for our patient and clinicians over the phone, email and chat
• Build positive relationships through exceptional customer service, ensuring their needs, queries, and complaints are handled appropriately and promptly
• Be an expert in your area, helping to educate and guide our patients on using our products and services
• Maintain up to date and accurate patient records across multiple platforms
• Work with the management team to identify areas of improvement in our service
• Escalating patient issues, complaints, and system failures where required in line with policy and regulatory requirements
• Help maintain and improve our processes and SOPs to ensure we deliver a safe and effective service
• Working with other teams across Clinical Operations to share information and provide solutions to our patients
• Meeting individual KPIs to contribute to the overall efficiency of the service

WHAT WE'RE LOOKING FOR: (Essential)

• Excellent communication skills
• Passionate to provide outstanding customer service
• Evidence of taking ownership in various professional and non-professional areas
• Quick learner- understanding new procedures and systems
• Ability to multitask and prioritise workload
• Experience working across various business systems
• Avid ambassador that will promote Babylon's values and missions as the company's first point of contact to our customers
• Strong ability to work under pressure
• Logical problem solving skills
• Willingness to work in a fast-paced, growing business environment

WHAT WE'RE LOOKING FOR: (Desirable)

• Experience working for a tech start up within the customer support team
• Relevant experience in healthcare using NHS patient's systems (SystmOne, EMIS)
• Background in healthcare
• Worked in a call centre and customer or patient facing roles
• Experience working shift patterns
• Basic knowledge in medical terminology will be ideal
• Interest in healthcare and technology

WHAT WE OFFER

• Annual salary of £25k
• Newly redesigned offices with a fun and engaging culture
• 27 days holiday + bank holidays
• Private health care including physio and wellbeing for you, your partner and children
• Life insurance cover of 4x salary
• Unlimited drinks, fruit and a great selection breakfast options
• Weekly yoga sessions
• Pension contribution matched up to 5%
• The Babylon App! Gain access to unlimited free consultations for you and your nearest and dearest.