The Role:

Are you looking for a customer service role that will really make a difference to people’s lives? Would you like to work remotely in role that will complement your busy life? Do you thrive working in a friendly, fast paced team?

If the answer to these questions is “Yes!’ then our Customer Service Advisor role could be perfect for you!

The core purpose of this role is to ensure the smooth-running of our corporate mental health service, through the provision of effective and efficient customer service. It encompasses a range of administrative responsibilities that support the day to day operations of an emotional support helpline, as well as contributing to its ongoing development.

We have two part time roles available over the following shifts:

Monday 13.45-18.30, Tuesday 13.45-18.30, Wednesday 14.00-18.30, Friday 13.45-18.30

Or

Monday 14:15-19.00 Tuesday 14:15-19.00 Thursday 14.30-19.00 Friday 14:15-19.00

Candidates will be able to specify at interview which shift pattern they would prefer to work.

If any of the above applies to you, Vita Health have the perfect role for you!

On top of your salary of £19,000 pro rata per annum we offer a monthly bonus scheme where you can earn up to an extra £1200 a year, 33 days holiday (inc Bank Holidays), pension scheme, time off for your birthday plus many other great benefits

What will you be doing?

• To answer inbound calls to our Employee Assistance Helpline - supporting delivery of emotional support services through answering calls to the helpline in a caring and empathic manner.
• To ensure that clients and customers can communicate with Vita Health Group without difficulty – dealing with administrative client requests as required
• To efficiently handle calls into a 24/7 emotional support helpline and other Vita Heath Group Services
• To identify needs of callers in a professional, caring and empathic manner 
• Complete post-call admin work efficiently and ensure available to take inbound calls as quickly as possible 
• To collect and record key client demographics and information
• Transfer callers that require an immediate counselling response through to a member of the counselling team
• Raise call-backs on service systems and flag to the outbound call team anything urgent
• Log voicemails from inboxes to the call back system
• To identify and effectively deal with any problems where appropriate or escalate to the relevant person within the business to ensure business continuity.
• Escalate risk and safeguarding calls appropriately in line with training
• Effectively deal with any client or patient telephone enquires ensuring that contract details and service requirements are relayed in a correct and confident manner.

We provide a full and in-depth training package to all new starters to support you to be competent in doing the above with regular monthly training thereafter.
 

Skills and Experience:

Essential:

• Customer service experience
• Good Interpersonal and communication skills, with a can do attitude
• Good organisational skills
• Self-motivating
• Good attention to detail and accuracy is required
• Excellent written and spoken English
• An awareness of and commitment to supporting and facilitating diversity and inclusion

Desirable:

• 2 + years office and administrative experience
• NVQ Level 2 Business and Administration
• Strong IT skills and experience using patient or customer database and Microsoft office
• Experience working in a busy office (including remote working) or a call centre environment

Why Vita Health Group?

Vita Health Group celebrates life. Improving lives physically and mentally drives everything we do.

We are physical and mental health specialists with over 30 years of experience. We work in partnership with the NHS, support the UK’s largest corporate companies to help assist their workforce and provide a full range of physiotherapy services to private customers.

To achieve our mission of making people better, we recognise the importance of investing in our staff. In addition to a competitive salary, we also offer the opportunity of a flexible work life balance, support with continued professional development and a comprehensive benefits package which you can view in full on our website.

Vita Health Group is proud to be an equal opportunities employer. We are committed to Equality, Diversity & Inclusion best practice and positively encourage applications from candidates regardless of sex, race, disability, age, sexual orientation, gender identity, religion/belief, marital status, or pregnancy/maternity.

We are actively seeking to increase the diversity of our workforce, to ensure we are representative of the communities we serve at all levels. We therefore welcome applications from candidates with a wide range of lived experience.

We are committed to equitably support the wellbeing of all employees as demonstrated by:

• Our association with the MINDFUL EMPLOYER Charter for Employers who are Positive About Mental Health.
• Our status as a Disability Confident Committed Employer dedicated to ensuring that all candidates are treated fairly throughout the recruitment process. All disabled candidates that meet the minimum essential criteria will be invited to interview.
• Our participation in Stonewall’s Diversity Champions programme which supports us in ensuring all LGBTQIA+ staff are free to be themselves in the workplace.
• Our status as a Menopause Friendly Committed employer
• Our commitment to meet the standards outlined in the NHS Equality Delivery System (EDS2), Workforce Race Equality Standard (WRES) and Workforce Disability Equality Standard (WDES).
• The provision of access to health and wellbeing services for colleagues.

Should you wish to discuss any adjustment or assistance you might need in the application or interview process please contact recruitment@vhg.co.uk and we will arrange.

Please note, all applicants must be legally entitled to accept and perform work in the UK and all positions are subject to a DBS check.

Any data which you share with us throughout the hiring process will be stored securely within the UK and is accessible only by staff who require it. Should your application be unsuccessful, your data will be securely destroyed after 6 months.

Vita Health Group reserves the right to close this job when sufficient applications have been received.

Vita Health Group