Transcom

The primary purpose of the Customer Support Advisor is to provide telephone customer service to users of software used within the healthcare sector. This will involve correctly identifying if the customer is the authorised caller and apply core categorisation to any of their issues. Assisting the customers with their queries may be required to help with a first-time resolution or directing them to the training materials within the software. The advisor will need to undertake real-time account administration via an automated dialer system and bespoke database.

Responsibilities:
• Maintain comprehensive notes of all customer discussions within the call log in line with current procedures.
• Resolving issues raised by customers promptly.
• Identify third-party issues e.g. integration issues with the software.
• Handle inbound calls via the automated Dialler system.
• Process data concerning account management, which implies understanding, decision-making, analysis, and good communication skills.
• Active participation in all aspects of training and self-accountability for personal development and objectives.
• Ensure that all company policies and processes are followed at all times, to guarantee accurate, objective, and polite conduct and comply with all laws and regulations that apply to this industry in their different jurisdictions where applicable.
• Collect Minimum Data Set whilst speaking to the user, to be able to send all the information to an external team, in case the call is categorised as an "Incident".
Additional responsibilities may be added as the needs of the business change and expand.
To qualify for this role, you must:
• Have a confident telephone manner.
• Have previous experience using different systems/software.
• Have previous experience of working in a call centre or similar environment.
• Have a background in a customer-facing role.
• Have customer service experience.
• Have previous experience working in a performance-driven environment.
• Have good interpersonal skills (both written and oral).
• Take ownership of quality, competence, and results.

Benefits:
● 25 days paid holiday plus paid bank holidays
● Free on-site secure parking
● Good location close to local amenities and bus services
● Eye test vouchers
● Employee Assistance Programme (Wellbeing Helpline & Resources)
● Adherence bonus ( £100 per month for 100% attendance, T&C apply