Customer Service Representative

Job Title: Customer Service Representative
Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm
Location: Sheffield, S8 0XF
Salary: £23,809.50 per annum

As a Customer Service Representative at Medigold Health, you will be the first point of contact for our clients, their employees and external providers, delivering a high standard of service and ensuring every interaction is handled with care, clarity and professionalism. You will play a key role in supporting the smooth running of our services by responding to queries, resolving issues, and working collaboratively with internal teams to ensure a seamless customer journey from start to finish.

Whether you’re answering phone calls, replying to emails, or liaising with colleagues and third-party providers, you will draw on your strong communication skills, customer service experience and attention to detail to deliver accurate information, resolve problems and provide a positive experience for every customer.

This is a fantastic opportunity to be part of a dynamic, supportive team where no two days are the same. If you’re a natural problem-solver with a passion for people and the ability to remain calm and composed under pressure, we’d love to hear from you.

Main Objectives

Our Customer Service Representative are at the fore front of the day-to-day interaction between our organisation, external suppliers, our customers and their employees. Listening and connecting with those accessing our services, and liaising with key internal departments, our Customer Service Representatives are problem solvers who constantly strive to improve the customer experience.

The top duties for this team include, but not limited to:

• Responding to phone calls and email correspondence.
• Answering customer queries.
• Resolving first line customer complaints.
• Liaising with internal departments and external providers to support the customer journey.
• Maintaining a high level of company product knowledge to effectively answer customer queries.
• Maintaining customer records in line with Data Protection and GDPR guidelines.
• Supporting the accurate invoicing and reconciliation, for products and services.

Specific Responsibilities

• Customer communication – call handling (incoming and outbound), responding to written communication, and on occasion face to face.
  
• Internal communication – internal call handling (incoming and outbound), communicating via phone, email and in writing with other teams and departments within the business.
• Working in compliance with required quality standards – including call quality, written communication quality standards, and within the expectations of company policy and procedure for personal performance
• Case Management – working in a fast paced and varied role, placing priority on customer satisfaction.
• Problem resolution – resolving queries and complaints, investigating service issues and providing resolutions.
• Data Entry – maintaining and updating personal, sensitive, and medical data in line with GDPR guidelines, in compliance with company policy and internal procedures, utilising the company’s technology and digital platforms.
• Working with third parties – liaising with external service providers, Primary and Secondary care providers, to ensure onward referrals and requests are processed in line with agreed service level agreements. Working in compliance with Data Protection, GDPR and consent requirements.
• Supporting with invoice reconciliation – ensuring services are accurately recharged to our customers, completing data entry with the utmost accuracy, in conjunction with the company invoicing process.
• Taking pride and ownership – owning the customer experience and providing the highest levels of accuracy and attention to detail
• Undertaking administrative processes – as required to meet the needs of our customers / our business.
• Living the brand and demonstrating the Medigold Health genetic code.

Requirements for this role

• Proven customer service skills and experience
  
• Proficient use of Microsoft Office and IT digital Solutions
• Confident communicator with excellent written and verbal communication
• Customer orientation and ability to adapt/respond to multiple audiences
• Negotiation skills and the ability to influence positive outcomes
• Analytical and problem solving skills
• Ability to work to deadlines and changing priorities
• Ability to work independently or as part of a team
• Exceptional attention to detail
• Problem solving skills
• Flexible and adaptable

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