Contact Centre Coordinator Apprentice - Intermediate (Level 2)

Nuffield Health (Employer)

Lifetime Training Group (Training Provider)

Weekly wage £334.12
37.5 hours per week Monday - Friday, shifts to be confirmed
65 weeks (duration)
1 September 2021(start date)
Customer service practitioner (apprenticeship standard)
6 positions available
25 August 2021 (application closing date)
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Job Description

Are you looking to kick-start your career through an apprenticeship with Nuffield Health in an excitingly varied role offering personal growth?


As a member of the Contact Centre team you will expertly handle all contact with our customers via a number of channels - including calls, emails, live chat and social media - whilst ensuring the customer journey is seamless throughout.

This role is excitingly varied, offering a fast-paced environment in which all aspects of the role holder's customer service skills will be used to deliver excellent customer service on each customer contact.

The Contact Centre Coordinator will be Involved in the end-to-end customer journey, from initial contact and booking, to discharging the client after completing their treatment. Within this process, full attention will be paid to the accuracy of client records, whilst information security procedures will be strictly adhered to.

Key Responsibilities:

  • Providing consistently high levels of customer service to all Nuffield Health clients, achieving or exceeding the KPI's set
  • Managing the end-to-end customer journey, taking ownership and responsibility for each query
  • Referral follow-up via outbound calls to offer clients appropriate treatment at Nuffield Health
  • Communicate using appropriate channels to provide information, share knowledge, keep colleagues informed of progress, and to respond to enquiries
  • Ensuring accurate data capture of referred patients, updating and maintaining the IT systems
  • Administering all referrals and leads through the IT systems within service level agreements
  • Adhere to data protection principles, as well as ensuring all information (whether patient or organisation specific) is treated sensitively and confidentially
  • Adhere to stated policies and procedures relating to health and safety, and quality management
  • Demonstrate superior administration skills to ensure every customer journey meets Nuffield Health's strict governance guidelines
  • To complete all mandatory level 1 training to adhere to compliance
  • Completion of performance excellence reviews using the Academy Online portal
  • Provide support and cover to the teams within the Contact Centre, as may be required
  • Participate in meetings, conferences, and project team activities
  • Supporting the Team Leader and Senior to ensure that the team collectively achieve agreed service levels and key performance indicators
  • Taking responsibility for own personal development through regular one-to-one meetings and mid- and yearly- appraisal process
  • Understanding of the Advance Program and progression pathway
  • Appropriately escalating any patient or complaint issues to senior or team leader
  • Taking ownership of any query raised in regards to the patient journey, and dealing with this within the first time resolution framework

At Nuffield you will be working towards your Customer Service Level 2 Apprenticeship over the course of 15 months

Future Prospects

  • Ongoing support and progression available within Nuffield Health for successful candidates

Reality Check

  • The vacancy close date is a guide, should a successful candidate be found the vacancy will close

Skills Required

  • A fast learner with the ability to adapt to an ever-changing environment
  • Excellent planning and organisational skills, and capable of working to stringent deadlines
  • Exemplary customer service skills
  • Excellent time management skills
  • Excellent communication skills - both written and verbal - with high levels of accuracy and attention to detail

Qualities Required

  • Enthusiastic, highly motivated, and flexible
  • Proactive, with a "can do" attitude
  • Highly reliable

Qualifications Required

  • No qualifications needed

Training Provided

  • Customer Service Practitioner Level 2 Apprenticeship Standard
  • Functional Skills in maths and English
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