Job Description

Customer support opportunity - Sittingbourne - Hospital to Home service - High volume call experience required

Peopleforce Recruitment are actively searching for an experienced customer support agent to join our long-standing healthcare client based in Sittingbourne. The role as customer support agent involves supporting patients by easing their transition out of hospital back into their homes. You will be handling a high volume of calls daily and will need to be prepared to have difficult conversations, given the nature of the role.

We are looking for a friendly people person, who can be empathetic, patient and understanding with patients. Additionally, we will need someone who is confident on the phone and can take a high volume of calls daily. You will be supported with a 3 month training programme and will not be thrown in at the deep end.

• This role is full time, Mon-Fri and 7.5 hours per day. You will mix between 08:00-20:00 shifts and these are to be completed in a week block once every 2 months. This can include completing shifts from 08:00 - 16:30, 09:00-17:30, 10:00-6:30 and 11:30-20:00.
• £13.50 per hour
• 1 Saturday per month 09:00 am - 13:00 pm (paid as additional, overtime rate x1.75

On call duties

• Two overnight segments per month (Monday Friday):
• • 8:00 PM 8:00 AM
• Weekend overnight segments:
• • Saturday: 5:00 PM 9:00 AM (Sunday morning)
  • Sunday: 5:00 PM 8:00 AM (Monday morning)
• One weekend daytime segment:
• • Saturday: 1:00 PM 5:00 PM or
  • Sunday: 9:00 AM 1:00 PM or 1:00 PM 5:00 PM

Benefits
Option to work 1 day from home every week
Opportunity for overtime paid at an enhanced rate
Free on-site parking
Onsite canteen including a Starbucks station
Onsite gym including a peloton bike

Responsibilities

• Arrange patient deliveries via telephone and email
• Answer enquiries from patients and stakeholders
• Use of database to log all patient and healthcare professional communication
• Team leader will advise daily workload to complete
• Communicate via email and phone with stakeholders
• Meet internal targets
• Updating of patient records, processing chemist orders, prescription collection, pump troubleshooting & uplifts

Must haves:

• Experience handling a high volume of calls per day
• Fantastic phone etiqutte
• Able to commit to the on call commitments
• Experience handling calls with a sensitive nature
• Experience working with people (not just basic customer service roles) but something within support