Job Title: Customer Service Advisor
Location: Head office, Swindon
Contract type: Permanent
Salary: £24,784.50 per annum pro rata + commission
Hours: Monday to Friday 37.5 hours per week – Requirement to work weekends on rota basis
Background
OutsideClinic was founded in 1987 and now provides over 100,000 at home eye tests and 10,000 at home hearing tests each year. The business has revenues of £40m and employs 300 people. The business provides services to the 75+ age group, that find it challenging to visit the high street.
Job Summary
As a Customer Service Advisor, you will be the first point of contact for our customers, playing a key role in shaping their experience from the very first interaction.
Alongside delivering outstanding service, you will take a proactive approach to each conversation, recognising opportunities to support customers and their households with the most appropriate services. Whether that is arranging an appointment, identifying eligibility for NHS services, or introducing additional support, you will ensure every interaction adds value.
Principal Accountabilities
- Deliver a high standard of customer service by taking ownership of enquiries and resolving them at first point of contact wherever possible
- Confidently guide conversations to understand customer needs, identifying appropriate services and gently introducing additional support where relevant
- Proactively recognise opportunities to offer NHS and private services to both customers and other members of their household
- Arrange and confirm appointments in a way that meets customer needs while supporting an efficient and well planned clinical schedule
- Follow up with customers to understand their experience and offer further assistance where needed
- Handle inbound communication from field based clinical colleagues, supporting quick and effective resolution of queries
- Work towards individual and team targets that support both service excellence and business growth
- Identify natural opportunities within conversations to secure new appointments
- Contribute ideas and feedback to continuously improve the customer experience
About You
You will bring a natural ability to build rapport and confidence with customers, combined with a mindset that looks beyond the immediate enquiry to understand how else we can help.
You Will Have
- Strong communication skills, both verbal and written, with the ability to build trust quickly
- A genuine passion for delivering excellent customer service
- Confidence in recognising opportunities to enhance the customer experience in a way that feels natural and supportive
- The ability to multitask across systems while managing customer interactions
- A solution focused approach with the drive to see things through
- A positive, proactive attitude and a desire to achieve strong personal performance
- Flexibility and adaptability in a changing environment
- Good attention to detail
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