Hours: Full Time, Temporary – 12 months fixed term contract
Location: Hybrid* (Head office Nottingham)
Medichecks launched the UK’s first direct‑to‑consumer blood testing company in the UK and created a market where there was none. As well as the continued growth of our B2C business we now see considerable opportunity to grow in the B2B and B2B2C space through our technology platform, Plasma.
Our vision is to be part of everyone’s journey to better health. At Medichecks we are building a healthcare platform for the future. We’re a team of medics, designers, engineers and communicators who are intent on bringing our vision to life. We would like to hear from people who want to use their skills and knowledge to improve people’s lives and help us create real change in the way that blood testing and insights can be delivered.
We are proud to be an employer of choice: listed by Best Company in the top 100 SME companies to work for in the UK, top 50 in the East Midlands and top 10 Health and Social Care.
Purpose of this role
The successful person will be passionate about talking to customers and will love going the extra mile to make sure that all of our customers have a great experience. They will be well experienced in delivering excellent customer service and be able to contribute towards the continued development of the team and business. They are positive, even in times of challenge, and look for solutions. They demonstrate excellent attention to detail, ensuring tasks are completed accurately and to a high standard. Their ability to multitask enables them to manage multiple responsibilities efficiently, balancing priorities without compromising quality.
Driven by a strong commitment to customer care, they consistently strive to exceed expectations and provide outstanding service. They work well on their own initiative, showing self‑motivation and problem‑solving skills, while also thriving as part of a team, contributing to a positive and collaborative work environment. They are committed to protecting sensitive customer data by adhering to strict confidentiality and data protection policies. They will also be driving sales through exceptional service by identifying opportunities to meet customer needs effectively.
At Medichecks you will play a vital role in supporting our potential, new and existing customers. The customer care team are responsible for ensuring that our customers experience excellence at every opportunity. We are an omnichannel service, operating across voice, email, live chat and social media.
Role and responsibilities
Communication Skills
Clear and Effective Communication: Convey information accurately and efficiently across various channels, including email, phone, online chat, and social media.
Flexibility in Style: Adapt communication style to suit the audience and channel, ensuring a professional and customer‑focused tone.
First‑Time Resolution: Prioritise understanding customer needs to provide accurate solutions on the first interaction, reducing repeat contacts and enhancing satisfaction.
Product Knowledge: Use in‑depth knowledge of the company’s products and services to have meaningful and impactful conversations with customers.
Sales Through Service: Identify customer needs and opportunities to recommend relevant products or services, driving sales and retention through exceptional service.
Retention Focus: Build trust with customers by providing excellent customer care, ensuring a positive experience with each interaction.
Problem Solving & Case Management
Case Ownership: Take responsibility for handling challenging cases, using problem‑solving skills to achieve resolutions effectively.
Escalation Where Necessary: Recognise when a case requires input from senior team members and ensure smooth escalation while keeping the customer informed.
Systems & Processes Expertise: Maintain a thorough understanding of the company’s products, systems, processes, and website to provide accurate information.
Continuous Learning: Proactively seek opportunities to enhance knowledge and skills to adapt to new systems and business needs.
Compliance & Safeguarding
Data Handling: Protect sensitive customer data by adhering to internal processes and external regulations, ensuring confidentiality and accuracy.
Regulatory Compliance: Stay updated with compliance standards, including safeguarding protocols, to uphold the company’s integrity and trustworthiness.
Performance & Targets
Goal‑Oriented: Focus on achieving both personal and team targets, aligning efforts with the company’s business vision and priorities.
Productivity & Efficiency: Manage time effectively to meet performance metrics while maintaining high‑quality service.
Company Values & Flexibility
Medichecks Values: Consistently demonstrate the company’s values through actions, decisions, and customer interactions.
Business Support: Show flexibility by upskilling on different systems and processes as needed to support broader business operations.
Skills and Experience
- Minimum of 2 years customer care experience.
- Excellent verbal and written communication skills.
- Familiarity with different computer systems and practices.
- Ability to multi‑task, prioritise and manage time effectively.
- Well versed in problem solving.
- Great attention to detail and accuracy.
- Have a positive mindset.
- Track record of over‑achieving.
- GCSE level English & maths qualification or higher.
- Ability to drive own development.
- Experience working for an SME.
- Experience in the health or wellness sector.
- Experience in an omnichannel contact centre.
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