Are you looking for a customer service role where you can make a genuine difference to people's lives every day?

As an NSC Customer Service Advisor, you'll be one of the first points of contact for patients accessing our Physiotherapy, Mental Health and Counselling services. From arranging initial appointments through to supporting patients throughout their treatment journey, you will play a key role in ensuring every patient receives a positive and seamless experience.

This is a rewarding role where no two days are the same. You'll be supporting patients who may be experiencing physical or mental health challenges, so professionalism, empathy and excellent communication skills are essential.

Whilst this is a customer service role, it is much more than answering the phone. You will be responsible for managing inbound and outbound calls, processing referrals, responding to enquiries, supporting live chat and completing administration activities, often at the same time. You'll need to be comfortable switching between multiple systems, managing changing priorities and maintaining accuracy whilst working at pace.

What to expect

• High-volume customer contact through inbound and outbound calls
• Supporting patients across Physiotherapy, Mental Health and Counselling services
• Working across multiple systems and platforms throughout the day
• Managing administrative tasks alongside customer interactions
• A fast-paced environment where priorities can change quickly
• Remote working with a supportive team of around 20 colleagues
• A role that requires resilience, organisation and strong attention to detail

Working Hours

The role is remote-based and operates across the following hours:

• Monday to Friday: 8:00am - 6:30pm
• Saturday: 8:00am - 5:00pm

Typical shift patterns include:

• 8:00am - 4:00pm
• 9:30am - 5:30pm
• 10:30am - 6:30pm

You will be required to work one half-Saturday per month, either:

• 8:00am - 12:30pm
• 12:30pm - 5:00pm

What we're looking for

We're looking for individuals who thrive in a busy environment and enjoy helping people. To succeed in this role you will have:

• Previous customer service experience, ideally within a contact centre or high-volume environment
• Strong IT skills and confidence working across multiple systems
• The ability to multitask and manage competing priorities
• Excellent communication and problem-solving skills
• High levels of accuracy and attention to detail
• The ability to work independently and remain productive in a remote-working environment
• Resilience and a positive attitude when working under pressure

Why join the NSC team at Vita Health Group?

This is an opportunity to join a supportive and friendly team whilst making a genuine difference to people's lives. Every day you'll help patients access the care and support they need, whilst developing your own skills within a growing healthcare organisation.

If you're looking for a rewarding, fast-paced role where your work matters, we'd love to hear from you.

On top of your salary we offer 33 days holiday (inc Bank Holidays), pension scheme, time off for your birthday plus many other great benefits

What will you be doing?

• Working as part of a remote team of 20+ Customer Service Advisors, supporting over 300 clinical colleagues across Physiotherapy, Mental Health and Counselling services.
• Managing a combination of inbound and outbound calls, helping patients access and progress through treatment journeys.
• Efficiently handling your share of approximately 400 daily incoming calls to the National Service Centre.
• Proactively contacting patients to arrange Physiotherapy and Mental Health appointments within agreed service level agreements.
• Processing referrals, responding to enquiries, managing voicemails and completing administration tasks whilst maintaining accuracy and attention to detail.
• Working confidently across multiple systems and communication platforms throughout the day, often switching between tasks and priorities at short notice.
• Supporting patients through telephone, email and live chat channels, providing a professional, empathetic and responsive service.
• Communicating and collaborating with clinical teams, insurers, employers and our nationwide network of treatment providers.
• Identifying, resolving or escalating issues appropriately to ensure a seamless patient experience.
• Maintaining accurate records and ensuring compliance with data protection, confidentiality and information security requirements.
• Managing your own workload in a remote-working environment whilst consistently meeting productivity, quality and service expectations.
• Adapting to changing service demands and priorities within a fast-paced, high-volume customer service environment.

Skills & Experience

Essential

• Previous customer service experience within a busy, high-volume environment.
• Intermediate IT skills with confidence using multiple systems and applications simultaneously.
• Ability to multitask effectively whilst maintaining a high level of accuracy and attention to detail.
• Strong organisational and time management skills, with the ability to prioritise changing workloads.
• Excellent interpersonal and communication skills, with a positive and professional approach.
• Resilient and able to perform effectively in a fast-paced environment.
• Self-motivated and able to work independently in a remote-working setting.
• Excellent written and verbal English skills.
• Strong problem-solving skills with the ability to identify and resolve issues appropriately.
• Commitment to maintaining confidentiality, data protection and information security standards.
• An awareness of, and commitment to, equality, diversity and inclusion.

Desirable

• 2+ years' experience within a customer service, office or administrative role.
• Experience working within a contact centre, call centre or other high-volume customer service environment.
• Experience working remotely or within a hybrid-working environment.
• NVQ Level 2 in Business Administration or equivalent qualification.
• Experience within a healthcare, wellbeing or appointment-booking environment.

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About Us

As part of Spire Healthcare, we’re proud to build on a legacy of improving lives for over 30 years and continue to deliver primary care physical and mental health services accessed through the NHS, via employer-funded care and at our network of private clinics.  

Working here

We are an award-winning employer regularly recognised at industry events and our latest employee survey revealed the top reasons for working here as:

• Supportive teams and managers
• A positive and inclusive culture
• Strong well-being and mental health support
• Trust, autonomy and flexibility

We invest in your growth with frequent career progression opportunities and development initiatives including mentoring, secondments, management training and regular clinical CPD webinars.  You will enjoy a competitive salary, flexible working options and a comprehensive benefits package – further details here Careers - Vita Health Group

Equality Diversity & Inclusion

We are proud to be an equal opportunities employer dedicated to creating a workplace where everyone feels valued and supported.  We actively support a range of initiatives including:

• Disability Confident Leader
• Positive action through Ethnicity and Gender Matters initiatives
• Employer with Heart and Mindful Employer status
• Menopause Friendly accreditation

Learn more about our EDI commitments here Equality, Diversity & Inclusion - Vita Health Group.    If you need any adjustments or assistance during the recruitment process we will be happy to help - please get in touch at recruitment@vhg.co.uk

Additional information

All applicants must be legally entitled to work in the UK and subject to a DBS check at offer stage.

Your application data is handled securely in accordance to UK GDPR guidelines.

We may close jobs to new applications earlier than original stated closing date.

Vita Health Group