Client Services Advisor

Job Title: Client Services Advisor
Contract: Permanent, Full-time (37.5 hours per week, Monday to Friday)
Location: Home based, fully remote
Salary: £23,809.50 per annum

As a Client Services Advisor at Medigold Health, you’ll play a vital role in delivering exceptional support to our clients by helping them manage their drug and alcohol testing programmes. Working as part of a busy, friendly team, you’ll take ownership of a group of clients and be responsible for planning, booking, and coordinating both scheduled and ad-hoc testing services across the UK.

In this varied and fast-paced role, you’ll handle a high volume of inbound and outbound calls, build strong relationships with clients and colleagues, and ensure that all activity is accurately recorded and aligned with service level agreements. You’ll also manage sensitive information with care and professionalism, in line with data protection regulations, and take pride in providing clear, timely and thorough responses to every query.

This is a great opportunity for someone who thrives in a customer-focused environment, enjoys logistical coordination, and is confident working independently from home while being part of a supportive team.

Main Objectives

• Working in a varied and fast paced environment our Customer Service Teams work to promote a culture of customer satisfaction by delivering prompt, accurate and thorough Customer Care and understanding each of our customer’s needs.
• Take ownership and work to the highest levels of accuracy and attention to detail to ensure the safe processing of sensitive data. Delivering prompt, accurate responses, understanding each of our customer’s needs and developing relationships
• Trained and provided with the tools and technology to respond to our customer’s needs, our Client Services team can enjoy working on a variety of tasks throughout the working day, reaching across geographical boundaries.
• Listening and connecting with both our customers and our internal departments to address customer’s needs, our teams are problem solvers, who constantly strive to improve customer satisfaction.

Specific Responsibilities

• Processing and booking 2-hour response Callouts/Ad-Hoc and planned A&D Testing for our clients.
• Call Handling to high volumes, answering/making calls to Clients and collection Technicians.
• Mainly responsible for a group of your own clients who have a managed random programme, which entails planning and organising/scheduling and booking their required needs over a year programme, meeting their SLA’s, KPI’s using Outlook, Excel and Random software.
• Able to work under pressure, and use own initiative to problem solve, find solutions, and work independently alongside a remote team.
• Provide professional, timely and accurate responses to all enquiries, again responsible for any of your own clients.
• Attending Client meetings where necessary.
• Preparing and sending correspondence containing personal sensitive information – in line with current GDPR
• Assist with general administrative duties in the department to meet business needs as required.
• Obtaining purchase orders in a timely manner from customers.
• Highlight service level issues to Line Management, actively contributing to enhancing the culture of customer satisfaction.

Requirements for this role

• Must live in the UK and hold right to work in the UK.
• There are no formal qualifications required for this role however an NVQ Level 2 (or equivalent) in Customer Services or Administration and an English GCSE A-C are desirable.
• Experience in an Administrative/Customer service role including volume call handling is essential.
• Diary Management, logistical planning and a high level of accuracy is essential.
• Proven experience of using Outlook, Word and Excel to a high level is essential.
• Geographical knowledge is desirable.

Our Company Benefits

• 31 days holiday inclusive of bank holidays, increasing with length of service
• Pension Scheme
• Access to Company benefits and discount portal
• Access to a Health Cash Plan
• Free eyecare vouchers
• Cycle to work scheme
• Access to confidential Employee Assistance programme
• Interactive mental health and wellbeing app