Telephone

0161 443 0060

Email

enq@clarityoh.co.uk

PORTAL LOGIN

Customer Services Advisor

We are recruiting for Customer Services Advisor to join our expanding team. 

At Clarity, we fully invest in and support our staff in developing their careers.  As a progressive company we look for enthusiastic and ambitious people with a drive and passion to move the business forward.

Please note internal applications only are to be considered for this role:  Closing Date for applications:  3rd October 2025

Key Purpose

Why? 

Due to our continued company expansion, the need has arisen to appoint a Customer Services Advisor within the Customer management  team to support the Head of Customer Services.

Who? 

Clarity is seeking a motivated, enthusiastic and ambitious individual who can demonstrate excellent telephone skills, outstanding written and verbal communication, a passion for customer care, the ability to liaise with internal and external stakeholders and problem solve.

Where? 

Reporting through the Head of Customer Services the role will be based at our Stockport office, where you will become an integral part of the customer services function.

What? 

Your main responsibilities include proactive outbound calls to our existing client base, supporting regular marketing campaigns and gaining an insight into client experiences. Dealing with client enquiries and utilising this information to develop client education material. Complaints handling and problem resolution, ensuring each complaint is fully documented and a resolution is provided on a timely basis.

When? 

This vacancy will be considered exclusively for COH Employees until 3rd October 2025

How? 

Please send via email why you think this role would be best suited to you craigs@clarityocchealth.co.uk

Key Skills
  • Excellent telephone skills, with the ability to deal with inbound and outbound calls
  • Outstanding verbal and written communication skills
  • Excellent attention to detail
  • Well organised with good time management skills with an ability to prioritise workload
  • Professional and enthusiastic manner with an ability to work under pressure
  • IT literate with experience in using Microsoft Suite, Hubspot, Cohort and Client Portal
  • Ability to work independently and as a team player, striving to improve and develop
  • Ability to adapt and take on other responsibilities when necessary
  • Empathic and compassionate when dealing with sensitive issues

Customer Service Contact

 Generate a schedule of customer service calls following up emergency restrictions, restrictions, campaigns, projects and clinic visits
 Proactively communicate and follow up activity on newsletters, updates, webinars, new service provision, etc.
 Work towards daily targets for outbound calls
 Conduct a structured customer survey to ascertain customer perception and record all details relevant to the clinic – booking, resource onsite, follow up service
 Demonstrate the client portal, guiding clients through the resources available, and outlining the key benefits and features of the portal
 Ensure that the CRM is updated with feedback, activity details, customer survey information and follow-up calls
 Liaise with the Senior Customer Services Manager regarding follow up actions
 Provide a weekly report on the work undertaken

Customer Complaints

 Accurately record all details of customer complaints on the service hub.
 Work within KPI to acknowledge receipt of the complaint.
 Ensure that the client is fully informed during the process and provide clear guidelines regarding timescales.
 Liaise with other departments to fully investigate the issues raised.
 Follow up on emergency referrals and ensure that they are accurately recorded.
 Follow up on reported non-conformance.
 Work with the Senior Customer Services Manager to produce relevant documents relating to the service.

Customer Enquiries

 Ensure that all customer enquiries are responded to within the set KPI
 Record the number of enquiries, type of enquiry and follow up actions.

Client Portfolio

 Acknowledge and respond to service enquiries from prospects/clients in Category C/D.
 Assist in sending out relevant documentation to onboard new clients in Category C/D.
 Update and send out new contract/terms and conditions and renewals
 Proactively communicate updates, service developments and new campaigns.

IT Systems

 Manage the relevant systems used to manage clients, ensuring that all work is allocated accurately and in a timely manner.

 Assist with OPAS Demo’s to individual or groups of clients.