Call Centre and Customer Service

Customer Care Advisor / Client Relationship Executive

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Job Title: Customer Care Advisor

Location: Dumfries, Dumfries & Galloway, Scotland

Salary: National Living Wage

Job Type: Part Time, Permanent (20 hours per week)

Role Overview:

The Company is the largest patient bedside media company in the UK. Their Customer Care Advisor’s work in their dedicated Customer Care Centre in Dumfries, Scotland. CCA’s are responsible for working on a shift basis; to answer inbound calls and to respond to both internal and external customer service queries via the telephone 24 hours a day, 365 days a year. They currently have part – time vacancies of 20 hours per week, the majority of hours will be evenings and weekends.

Key Responsibilities and Duties:

Customer Service

  • Processing customer enquiries efficiently to consistently deliver excellent standards of customer service
  • Working as part of a team to take ownership of problems, and to ensure that customer issues are escalated as appropriate and resolved effectively
  • Building a rapport with NHS ward staff or management staff, and ensuring that any queries or complaints are escalated appropriately for resolution, including dealing with direct queries from NHS Staff
  • Developing a rapport when communicating with patients and visitors in a professional manner that protects their need for privacy and dignity
  • Communicating any requests for face to face customer service via ‘Bleeps’ to the field teams in a timely and effective manner

Revenue Generation

  • Working to meet operational KPI’s (e.g. attendance, maintaining quality standards, delivering excellent customer service) as agreed with your manager
  • Working individually and as part of a team to take inbound calls to generate revenue and meet specific performance targets
  • The promotion of the company through effective communications with patients, hospital staff, clients and colleagues
  • Carrying out any ad-hoc duties as required Technical/Fault Resolution
  • Providing basic technical support to resolve faults with bedside units when required
  • Escalating technical issues via Bleeps to field team to enable bedside units to be repaired or replaced

Experience, Skills & Attributes:

  • Customer Focus – The ability to listen well, clarifying understanding through the effective use of questions. Awareness of the key principles of delivering excellent customer service
  • Sales Ability – The ability to take effective inbound calls to generate revenue and meet specific performance targets
  • Computer Literacy – Basic keyboard skills & being able to navigate through several screens at one time. Accurate data entry skills
  • Problem solving – The ability to analyse and solve problems in a logical and efficient manner
  • Team work – Proven ability to work as part of a team to meet performance and customer service delivery targets and metrics
  • Basic numeracy & literacy skills – the ability to carry out basic calculations accurately is essential
  • Good verbal and written communication skills – with the ability to communicate effectively and professionally with the ability to liaise with NHS staff, patients, visitors and colleagues alike
  • Organisation and Planning – the ability to manage personal workload effectively

Personal Attributes and Behaviours

  • Ability to take a reliable, honest, trustworthy, discreet and professional approach to work at all times
  • Self-motivated with high levels of energy, dedication and commitment to meeting goals
  • Commercial awareness – Basic awareness of risk, compliance, policies and procedures relevant to the role

Staff Management and Support:

  • Show a professional approach at all times and adhere to corporate values and ethics, including actions and appearance
  • Awareness of the factors associated with communicating with vulnerable people who are within a hospital environment

Work Pattern:

Working within their Customer Care Centre covering Operational needs of 24 hours a day, 365 days a year. Their CCA Team works throughout the year, including weekends, Bank Holidays and Public Holidays.

The current vacancies are contracts of 20 hours per week. Their CCA’s work on flexible contracts, schedules are published at least 2 weeks ahead. The majority of hours will be evenings and at weekends to meet customer demand. Successful candidates must be flexible to work at evenings and weekends.

Additional hours may be available to cover staff shortages, holidays and unplanned absence.


  • Pension scheme
  • Free parking

Employment may be subject to completion of a satisfactory enhanced criminal records disclosure Legal Requirements Must be over the age of 16.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: Customer Billings Advisor, Customer Services Executive, Customer Service Representative, Customer Support, Client Service, Customer Service Executive, Customer Assistant, Customer Aid, Customer Service Consultant, Administrator, Assistant, Customer Services Administrator, Customer Services support, Office Administrator, Team Administrator, Customer Service Manager, Client Services Manager, Customer Service Advisor, Customer Service Coordinator, Customer Aid Manager, Customer Support Manager, Customer Services Officer, Senior Customer Services Advisor, Customer Service Manager may also be considered for this role.

How can we help?
How can we help?

If you have any questions and you would rather chat to a member of our team please email or call us about this role.

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