Customer Relations Advisor

Bluecrest is a multi-award-winning provider of health assessments to both corporate and consumer sectors. We help people take control of their health risks enabling them to live healthier, happier, and more productive lives. We were founded to fill a gap in the private health screening sector for an affordable, convenient option that meets the highest clinical standards for reporting.

We currently assess around 80,000 customers in over 2000 pop up clinics across the UK and the Republic of Ireland. Bluecrest can assess for a range of different factors including heart disease, ECG, diabetes, cholesterol, vital organ functions as well as some cancers.

Position:

Customer Relations Advisor

Fully Remote

£20,147 per year plus uncapped commission

What we can offer you

• £20,147 basic salary per annum, average FTE take home pay for good performers (2022) £26,785
• Uncapped commission
• Matched company pension (up to 5%)
• Four free health assessments per year, which can be used by yourself, family or friends – plus a further 50% off additional testing for employees
• Competitive annual leave scheme.. plus bank holidays on top!
• Employee referral bonus scheme
• Company sick pay scheme
• Life insurance

The role

The Customer Relations Advisor will be accountable for delivering excellent customer service, to facilitate a smooth customer journey. Providing one call resolution whenever possible, booking appointments, providing customer information, handling transactions, responding to all types of customer correspondence and contact including dealing with customer complaints, and selling additional tests where appropriate. The advisor will be knowledgeable, polite, and helpful during every interaction with the customer.

The Customer Relations Advisor will also carry out a wide spectrum of administration and customer service duties to enable Bluecrest Health Screening to function efficiently and to provide excellent customer service to our customer base.

Job Definition

• To represent Bluecrest Health Screening by dealing with all customer interactions by telephone, email, online, including those forwarded by outsourced suppliers
• To meet all required customer interaction SLA’s
• To be scheduling appointments at a set conversion target
• To make outbound calls to customers who have been mailed and not yet responded.
• To meet all other relevant and current sales KPIs
• To move between a variety of inbound and outbound and customer service calls
• To be open to coaching, feedback, and sales skills training. To apply the learning’s to calls once training /coaching is complete
• To achieve a call quality score of 95% or greater
• To adhere to ISO 9001, and the customer service policies
• Using Word & Excel to write reports and create customer correspondence
• Deal with refunds, creditors, debtors, and finance
• To remove customers from the mailing list upon request, and follow the data information request process
• To provide general office administration and support including post, filing, photocopying, and producing letters as required
• Weekend work may be required based on the business needs
• The above is not an exhaustive list of duties and responsibilities and the post holder is expected to undertake other duties appropriate to the role as may be reasonably required.

Requirements:

Core Competencies & Experience needed

• Excellent listener
• Ability to empathise towards our customers
• Ability to build a rapport with customers
• Must have a professional telephone manner
• Excellent sales/persuasion and negotiation skills
• Experience in objection handling
• Excellent product/ business knowledge
• Proficient in use of Microsoft Office tools
• Strong organisational and prioritisation skills
• Excellent oral and written communication skills
• Work well in team environment
• Personal integrity and pride in work
• Ability to work to tight deadlines
• Ability to remain self-motivated
• Business enthusiasm/ general interest in health & wellbeing
• Flexibility

Other information:

The post you are applying for is exempt from the provision of Section 4(2) of the Rehabilitation of Offenders Act 1974 (Exceptions) (Amendment) Orders 1975 and 2001 and therefore all convictions, cautions and bind-overs, including those regarded as ‘spent’, must be declared.

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