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Customer Service Administrator Full Time

at Optima Health Manchester in Manchester (Published at 30-10-2023)


Job Title: Customer Service Administrator Location: Manchester, M3 4EA Salary: £21,255 Contract Type: Fixed Term Contract, 6 months Hours: Full time, Monday to 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


To provide a confidential reception service for contract holders, staff, clients, therapists, mediators, trainers and potential new contract holders or clients, either by phone, email, or in person.



Main Duties and Responsibilities



  • Answer incoming calls professionally, welcoming callers to the service and providing information and updates.

  • Follow guidelines to ensure all calls are answered in a concise and confidential manner, supporting first call resolution.

  • Triage referrals in line with clinical decision tree and client specific requirements.

  • Contact employees to book appointments in line with set Booking Rules

  • Provide confirmation correspondence and telephone updates to clients and employees on case progression.

  • Actively chase older cases providing proactive updates to clients.

  • When difficulties are encountered proactively update referring managers with solutions.

  • Correctly log all activities and notes within the case management system ensuring it is up to date at all times.

  • Proactively manage outside of KPI cases ensuring the next case steps are fast tracked, the customer is fully updated and the age of the case is minimised.

  • Manage complaints in line with Optima Health's complaint handling process.

  • Actively contribute to team meetings and briefings




Experience, skills and knowledge required for the role



  • Previous Administration experience

  • Highly motivated individual, willing to coordinate tasks with a close-knit team while also being able to work independently when needed.

  • Able to take the initiative and prioritise workload.

  • Excellent communication and problem-solving skills.

  • Have a ‘can do' attitude.

  • IT literacy: Able to confidently use MS Word, Excel and Outlook.



What Can We Offer You?



  • Excellent training and development opportunities

  • 25 days annual leave + Bank Holidays

  • Employee discounts with big brands through Perkbox

  • Eye care test vouchers

  • Flu vaccination

  • Buy and sell holiday scheme

  • Share save scheme

  • Fantastic pension scheme
    • Life assurance



  • Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation.





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