Customer Experience Advisor; Bank

At the Healthcare Management Trust (HMT), we believe that every contact counts.

We are looking for a compassionate, confident and customer-focused Customer Experience Advisor to join our Central Contact Centre. This is an exciting opportunity to play a key role in delivering a high-quality, responsive and professional experience for our patients, residents, relatives, referrers and customers.

Working across our hospitals and care homes, you will be at the heart of the customer journey, supporting a range of inbound and outbound enquiries, bookings, referrals and follow-up activity.

You will support customers across Self-Pay and Private Medical Insurance pathways, helping them understand their options, access the right service and progress their journey smoothly and efficiently.

This is a varied role where no two customer interactions will necessarily be the same. You will need to combine excellent customer service with accuracy, resilience and the ability to manage competing priorities in a busy contact centre environment.

• Handle inbound enquiries by telephone and email, acting as a first point of contact for HMT services.
• Make outbound calls to follow up enquiries, confirm bookings, issue reminders and support customer progression.
• Support the receipt, triage and coordination of radiology referrals, ensuring these are processed accurately and promptly.
• Book outpatient consultations, diagnostic tests and radiology appointments in line with clinical guidance and service availability.
• Explain services, pathways, appointment processes, fees and funding options clearly and empathetically.
• Support customers using Self-Pay and Private Medical Insurance pathways.
• Handle customer questions and objections confidently, helping customers understand their options.
• Record customer interactions, outcomes, consents and funding information accurately and in real time using patient administration and CRM systems.
• Send appointment confirmations, reminders and follow-up communications in accordance with GDPR and Information Governance requirements.
• Recognise and appropriately elevate clinical, safeguarding or service-related concerns.
• Work collaboratively with colleagues across the Contact Centre, hospitals, care homes, clinical teams and central support functions.
• Work towards agreed KPIs and service standards, including quality, responsiveness, activity, booking progression and customer experience.
• Contribute to quality assurance, training and continuous improvement initiatives.
• Identify opportunities to improve the customer journey and operational efficiency.
• Undertake other reasonable duties in line with the evolving needs of the Contact Centre.

We are looking for someone who genuinely cares about providing an excellent customer experience and can combine compassion with a strong focus on accuracy and performance.
Essential experience and skills
Experience working in a contact centre, bookings, patient services or another customer-facing environment.

Excellent verbal and written communication skills.

Ability to explain services, pathways, fees and funding options clearly and sensitively.

Experience handling both inbound enquiries and outbound follow-up activity.

Confidence in handling objections and potentially sensitive or emotive conversations.

Strong organisational and time-management skills.

Ability to manage multiple work streams and competing priorities.

Confident using CRM systems, patient administration systems and Microsoft 365.Ability to work independently while following agreed processes and escalation routes.

Strong attention to detail and a commitment to accurate record keeping.

Understanding of the importance of confidentiality when handling sensitive information.

Desirable…