Head Office Contact Centre Agent

Short Description- WE DO NOT DO ANY COLD CALLING.- We have a highly engaged team with a passion for patient care and building relationships, both with each other, and with our patients. We are looking for someone to come on board who wants to be part of a motivated, driven team of 12, who are making a difference in our patients lives, every day.- Responsibilities- The central responsibilities of this role are;- Manage all inbound and outbound calls and ensure weekly, quarterly and annual targets are met, Clinic Diaries are full, and all patients feel engaged with their hearing healthcare, and feel that their hearing healthcare needs are being met. Our expectation is for our Contact Centre Agents to complete 160+ calls per day.
- Diary Management - ensure all online Diary Management system notes and call statuses are correct, accurate and up-to-date.
- Brand Ambassador - representing Hidden Hearing, you will uphold our core values on a daily basis by consistently delivering a phenomenal patient care experience to all inbound and outbound calls that we, as the modern hearing care experts, have been providing for almost 40 years.
- The OTE for this position is circa 40-50K.- This role is based in our Contact Centre team in our Head Office in the Citywest Business Campus.- At Hidden Hearing is dedicated to each of our employee's wellbeing; we will listen to you, help you live an engaged work life, and will treat you with respect and fairness.- If you think this sounds like the role and Hidden Hearing sounds like the team you would like to join, please reach out, we would love to hear from you.- Work Experience & Skills Required:
- Previous high volume Outbound and Inbound call experience is essential.
- Excellent Telephone skills and manner.
- A High Level of Proven Customer Service experience.
- Strong Communications skills both written and verbal.
- Professional Standard of Computer Literacy, in particular Microsoft Office Suite.
- Experience gained working with computerised Diary Management Systems.
- Personal Characteristics:
- A team-player with an ability to work on own initiative and under pressure.
- An excellent timekeeper who is reliable and punctual.
- Takes pride in their work and possesses excellent organisational skills.
- Good time management skills and efficient.
- A high level of flexibility.
- Confident in their ability to make calls and capture accurate information.