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Customer Service Specialist (Part Time or Full Time)

Page Personnel
Posted 17 days ago, valid for 8 days
Location

Peebles, Scottish Borders EH45, Scotland

Salary

£29,000 per annum

Contract type

Full Time

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Sonic Summary

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  • Our client is seeking a Customer Service Specialist with high emotional intelligence to serve as the first point of contact for inbound inquiries via phone or email.
  • The position requires proven experience in sales or customer service, with the ability to effectively nurture leads and convert inquiries into action.
  • Candidates should possess strong interpersonal skills, particularly in handling sensitive conversations with empathy and professionalism.
  • The role offers a salary of approximately £29,000 and requires flexibility to work evenings and weekends as needed.
  • Familiarity with addiction recovery and treatment options is preferred, along with proficiency in CRM systems and Microsoft Office.

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

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