Customer Care Specialist

Description

Medichecks launched the UKs first direct-to-consumer blood testing company in the UK and created a market where there was none. As well as the continued growth of our B2C business we now see considerable opportunity to grow in the B2B and B2B2C space through our technology platform, Plasma.

Our vision is to be part of everyone's journey to better health. At Medichecks we are building a healthcare platform for the future. We're a team of medics, designers, engineers and communicators who are intent on bringing our vision to life. We would like to hear from people who want to use their skills and knowledge to improve peoples' lives and help us create real change in the way that blood testing and insights can be delivered.

We are proud to be an employer of choice: listed by Best Company in the top 100 SME companies to work for in the UK, top 50 in the East Midlands and top 10 Health and Social Care.

Purpose of this role

The successful person will be passionate about talking to customers and will love going the extra mile to make sure that all of our customers have a great experience. They will be well experienced in delivering excellent customer service and be able to contribute towards the continued development of the team and business. They are positive, even in times of challenge, and look for solutions. They demonstrate excellent attention to detail, ensuring tasks are completed accurately and to a high standard. Their ability to multitask enables them to manage multiple responsibilities efficiently, balancing priorities without compromising quality.

Driven by a strong commitment to customer care, they consistently strive to exceed expectations and provide outstanding service. They work well on their own initiative, showing self-motivation and problem-solving skills, while also thriving as part of a team, contributing to a positive and collaborative work environment. They are committed to protecting sensitive customer data by adhering to strict confidentiality and data protection policies. They will also be driving sales through exceptional service by identifying opportunities to meet customer needs effectively.

Key challenges

At Medichecks you will play a vital role in supporting our potential, new and existing customers. The customer care team are responsible for ensuring that our customers experience excellence at every opportunity. We are an omnichannel service, operating across voice, email, live chat and social media.

Role and responsibilities

Communication Skills

Clear and Effective Communication: Convey information accurately and efficiently across various channels, including email, phone, online chat, and social media.

F lexibility in Style: Adapt communication style to suit the audience and channel, ensuring a professional and customer-focused tone.

First-Time Resolution: Prioritise understanding customer needs to provide accurate solutions on the first interaction, reducing repeat contacts and enhancing satisfaction.

Customer Interaction & Engagement

Product Knowledge: Use in-depth knowledge of the company's products and services to have meaningful and impactful conversations with customers.

Sales Through Service: Identify customer needs and opportunities to recommend relevant products or services, driving sales and retention through exceptional service.

Retention Focus: Build trust with customers by providing excellent customer care, ensuring a positive experience with each interaction.

Problem Solving & Case Management

Case Ownership: Take responsibility for handling challenging cases, using problem-solving skills to achieve resolutions effectively.

Escalation Where Necessary: Recognise when a case requires input from senior team members and ensure smooth escalation while keeping the customer informed.

Knowledge & Learning

Systems & Processes Expertise: Maintain a thorough understanding of the company's products, systems, processes, and website to provide accurate information.

Continuous Learning: Proactively seek opportunities to enhance knowledge and skills to adapt to new systems and business needs.

Compliance & Safeguarding

Data Handling: Protect sensitive customer data by adhering to internal processes and external regulations, ensuring confidentiality and accuracy.

Regulatory Compliance: Stay updated with compliance standards, including safeguarding protocols, to uphold the company's integrity and trustworthiness.

Performance & Targets

Goal-Oriented: Focus on achieving both personal and team targets, aligning efforts with the company's business vision and priorities.

Productivity & Efficiency: Manage time effectively to meet performance metrics while maintaining high-quality service.

Company Values & Flexibility

Medichecks Values: Consistently demonstrate the company's values through actions, decisions, and customer interactions.

Business Support: Show flexibility by upskilling on different systems and processes as needed to support broader business operations.

Skills and Experience

_ Essential _

_Minimum of 2 years customer care experience._

_Excellent verbal and written communication skills._

_Familiarity of different computer systems and practices. _

_Ability to multi-task, prioritise and manage time effectively. _

_Well versed in problem solving._

_Great attention to detail and accuracy. _

_Have a positive mindset._

_Track record of over-achieving. _

_GCSE level English & maths qualification or higher. _

_Ability to drive own development. _

_ Desirable _

_Experience working for an SME._

_Experience in the health or wellness sector._

_Experience in an omnichannel contact centre._

How we work

We have adopted a flexible hybrid approach to working in both the office and at home, having seen the benefits of both for everyone during the last year. You will predominantly work from home, but sometimes we will get together to collaborate, or for 121s.

We offer flexible working around our core business hours and trust you to work enough hours to do your job well, at times that suit you and your team.

Reasonable Adjustments

We are committed to offering reasonable adjustments to support you to succeed in our interview and assessment process. So, if we can do anything to make our process more accessible for you, please let us know by contacting a member of our People Team by email to .

Medichecks Values

Make A Difference

We all share one dream to make blood testing simple so that we can benefit everyone's health.

We're not about being overcomplicated; we want to do the right thing (even when it's not easy) and positively impact people's health.

Respect Everyone

We're inclusive, and we treat all people with kindness and respect.

We value everyone's opinion and go above and beyond to support our colleagues, clients, customers - and anyone else we meet along the way.

Deliver Outstanding

We're medically led and make evidence-based decisions to ensure we deliver quality services and products.

We're an ambitious team. We encourage growth and being curious, and we will never (ever) stop learning.

Medichecks people, perks and culture

We are committed to making Medichecks a great place to work and have shaped our people strategy around our colleagues' feedback and we are continuously reviewing this. As well as a competitive salary and the chance to make a real impact in an organisation, here's a taste of some of the things we offer.

25 days of glorious holidays, plus all of the bank holidays

The option to buy and sell holiday

Hybrid working- working anywhere from the UK

Flexi lunch breaks - grab lunch with a friend or hit the gym

Enhanced maternity and paternity leave, as part of our family friendly policies

Enhanced paid sickness leave

Free and discounted Medichecks blood tests for you and your family and friends

Free access to an online GP service

Free eye tests and flu jabs

Access to discounts and freebies through our reward platform

2 days of paid leave to give some of your time to a charity or community of your choice

Job Type: Full-time

Pay: GBP25,240.00 per year

Benefits:

Company events

Company pension

Enhanced maternity leave

Enhanced paternity leave

Free flu jabs

On-site parking

Education:

GCSE or equivalent (preferred)

Experience:

customer service: 2 years (required)

Work Location: Hybrid remote in Nottingham NG13 8GF

Ad ID: 5416933923