Helpline Advisor

Helpline Advisor

Location: Crewe

Salary: £26,277

Our client, Baywater Healthcare, a trusted provider of essential home healthcare services on behalf of the NHS, is seeking a Helpline Advisor.

We are market leaders, responsible to the NHS and working nationally to deliver oxygen into clients' homes. Our Helpline Advisers are hardworking men and women, who are committed and accountable team players striving to deliver an exceptional service, have a “can-do” attitude and will go to any lengths to ensure our clients receive excellent customer service at all times. We are now looking for a new team member in our Crewe office.

The job role will include:

• Problem solving equipment queries using our NHS approved algorithm.
• Processing Home Oxygen Order Forms through our NHS approved Desk Based Risk Assessment.
• Taking calls from patients and health care professionals and dealing with all enquiries in a positive and professional manner.

You will be accountable for:

• Managing workload, including additional tasks and project work ensuring both internal and contractual KPIs and company and personal objectives are achieved.
• Maintaining the ISO27001standards to ensure all data protection frameworks are secure.
• Maintaining the ISO9001 to ensure all quality management standards are met.
• Ensuring team compliance with the business health and safety procedures.
• Passing on escalated queries, engaging with all business areas when necessary to resolve issues.
• Problem solving and decision making in a busy environment across a wide range of subjects.
• Completing training, identify and addressing training needs.
• Working a 37.5 hour week Monday to Sunday 08:00-20:00 in line with the rota.

You will demonstrate:

• Client centred attitude.
• Self-motivated behaviour with excellent timekeeping, time management and organisational skills.
• Excellent communication skills – both written and verbal.
• The ability to adapt to change and work with a high degree of accuracy.
• Good understanding of Microsoft Excel, Word, Outlook and Windows.
• Ability to maximise potential within self and others.
• Ability to maintain a professional attitude and adhere to the company values at all times.

You are prepared to:

• Complete necessary documentation and processes to ensure activities are completed in full.
• Adhere to company policies and processes at all times.
• Contribute to the team performance by sharing and implementing best practise ideas.
• Work with your line manager to agree personal performance targets to assist personal, team and company growth.
• Identify areas for improvement, challenging the status quo.
• Track personal performance against targets and provide updates as required.
• Maintain and improve client satisfaction by providing professional, knowledgeable and high levels of quality service including internal liaison with other functions within the company through self- learning and formal training developing relevant knowledge and techniques.