Helpline Advisor

Provided by Supportive Bridge Staffing Agency

Overview

Position: Helpline Advisor
Location: National Enquiry Centre, Glasgow
Employment Type: Permanent | Full-Time (37.5 hours per week)
Shift Pattern: Flexible shift pattern required
Salary: £24,947.00 per year

About the Role

Supportive Bridge Staffing Agency is proud to partner with the Circle National Enquiry Centre in Glasgow—part of Circle Health Group, Britain's leading independent healthcare provider—to recruit a customer-focused Helpline Advisor.

In this vital role, you will act as the first point of contact for key stakeholders, delivering exceptional customer service, managing high-volume enquiries, and supporting patients through their healthcare journey in a premier independent healthcare setting.

Key Responsibilities

Enquiry Management: Handle high volumes of inbound enquiries via telephone, email, and web-based platforms from a variety of key stakeholders.
Performance Standards: Consistently meet all key performance indicators (KPIs) and service level targets.
Appointment Coordination: Utilize multiple Circle Health Group (CHG) systems to seamlessly book, reschedule, and cancel patient appointments.
Stakeholder Liaison: Work closely with consultants, medical secretaries, and hospital staff to meet customer needs and ensure an optimal customer experience.
Data Accuracy: Demonstrate high attention to detail when recording interactions and managing data across multiple CRM systems.
Outbound Engagement: Make proactive outbound calls to patients and key stakeholders to convert enquiries and support access to care.

Candidate Requirements

Education: Maths and English GCSE at grades A to C (or equivalent functional skills Level 2 evidence).
Technical Skills: Proficient in PC use, including navigating various software and computer systems.
Experience: Previous professional background in a customer service or sales role.
Competencies: Excellent communication, strong interpersonal skills, and a commitment to delivering high-quality service.

Salary & Benefits Package

Circle Health Group offers a competitive starting salary alongside a comprehensive suite of employee benefits:

Holidays: 25 days annual leave + bank holidays, increasing to 30 days with service.
Pension & Insurance: Private Pension Scheme and non-contributory life insurance.
Healthcare: Private Healthcare Scheme for treatment at their hospitals, covering pre-existing medical conditions, plus Friends & Family hospital discounts.
Family Support: Family-friendly policies, including enhanced maternity, paternity, and adoption pay.
Wellbeing & Rewards: Staff engagement hub with access to discounts, voluntary benefits, and comprehensive wellbeing resources.
Career Growth: Employee recognition programs and industry-leading training and development opportunities.

Equal Opportunities & Values

Circle Health Group is an equal opportunity employer committed to creating a diverse workforce offering inclusive opportunities for all colleagues. They champion individuals who embody their core principles: being selfless, compassionate, committed, collaborative, brave, agile, tenacious, and creative.