Customer Experience Administrator

at  Optima Health

Job Title: Customer Experience Administrator
Location: Sheffield, S9 - near Meadowhall with great transport links
Salary: £22,010.56
Contract Type: Permanent
Hours: Full time 37 hours, Monday - Friday

ABOUT US

The new Optima Health is the UK market leader in the provision of Occupational Health and Wellbeing services. Formed by the combination of three leading businesses (Optima Health, TP Health and Healthwork), the new Optima Health is more than the consolidation of the individual legacy businesses, our combined and complementary capability means we can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. Our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.
Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks, with touchpoints all the way through and support from your Line Manager. One of our core values is One Team and growing and developing together is our key commitment. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey.

ROLE SUMMARY

As a Customer Experience Administrator you will be instrumental in helping us deliver the best customer experience. You will be responsible for grading calls, emails, and other admin tasks, supplying feedback to Team leaders regarding quality scores for the advisors/administrators, enabling Team Leaders to deliver effective coaching and feedback. You will also be responsible for managing the complaints process, by taking ownership of individual cases and resolving satisfactorily. Ensuring customers are treated in a fair and consistent manner and assist in maintaining statistical data in respect of complaints, to aid the business in continually improving performance.

MAIN DUTIES AND RESPONSIBILITIES

• This role will support reception cover on breaks, lunches and annual leave.
• Monitoring of targeted sample of calls and correspondence in line with quality standards, ensuring client’s overall needs have been met.
• Identify skill gaps and service improvements
• Proactively contributing to and participating in calibration activities, delivering consistent quality assurance
• Review and log all complaints received.
• Dealing with complaints ensuring a complete understanding of the true nature of the case.
• Ensuring complaints are resolved efficiently, through case managment.
• Emailing the customers with the outcome of the complaint in accordance with the agreed complaints process.
• Closing the complaints
• Managing all basic administration duties
• Produce and maintain a high standard of accuracy across any task undertaken.

EXPERIENCE, SKILLS AND KNOWLEDGE REQUIRED FOR THE ROLE

• Excellent communication skills
• Administrator/Customer service experience is preferred
• Good attention to detail
• Solutions focused
• Good IT / PC skills including Microsoft packages