Customer Service Advisor
- Start Date: ASAP
- Job Type: Full Time, Permanent
- Location: Remote
About Us:
At RTN, we are dedicated to providing high-quality diagnostic assessments for ADHD and Autism within the NHS framework. As we continue to expand our work, we are seeking a committed and experienced Communications Team Leader to oversee a team of administrators. This role plays a crucial part in ensuring our assessments are delivered on time and to the highest standard while also helping to shape and maintain key client relationships.
About the Role
We are looking for a highly personable Customer Service Advisor to be the friendly and professional first point of contact for our organisation. This role is perfect for someone who enjoys engaging with people, managing multiple tasks, and ensuring excellent client experiences.
As a key member of our team, you will handle incoming and outgoing calls and emails, coordinate clinician appointments, and support the smooth running of day-to-day operations. The ideal candidate will be organised, proactive, and able to provide a warm and welcoming experience for clients and their families.
While experience in the mental health sector is desirable, it is not essential—we’re looking for someone with strong customer service skills and a passion for helping people. Experience managing a small team is preferred.
Key Responsibilities:
Client Communication and Management:
- Act as the first point of contact, providing a professional and friendly service to clients, families, and stakeholders.
- Handle inbound and outbound phone calls and emails efficiently, ensuring clear and supportive communication.
- Respond to client enquiries, providing accurate information and directing them to the appropriate team members.
- Keep records updated within our CRM system to maintain smooth client journeys.
Appointment & Diary Coordination
- Organise and manage clinician schedules, ensuring appointments are booked efficiently and changes are handled smoothly.
- Communicate with clients and clinicians to confirm bookings, reschedule appointments, and handle cancellations.
Customer Support & Issue Resolution:
- Address client concerns with empathy and professionalism, working to resolve queries effectively.
- Escalate complex issues when necessary and assist in resolving complaints.
Team & Administrative Support
- Work closely with clinicians, administrative staff, and management to ensure seamless service delivery.
- Assist in improving internal processes and contribute to team discussions.
- Maintain accurate records of client interactions and appointments.
Confidentiality and Compliance:
- Ensure all communications comply with confidentiality policies and GDPR regulations.
- Follow organisational procedures related to data protection and client care.
What We’re Looking For:
Essential
- Previous experience in a customer service and/or administrative role.
- Experience in a healthcare, social care, or mental health setting.
- Strong communication skills, with a friendly and professional manner.
- Ability to multi-task and manage a busy workload efficiently.
- Experience handling phone and email enquiries with confidence.
- Strong organisational skills and attention to detail.
- A proactive, solution-focused approach to problem-solving.
- Ability to remain calm and professional in challenging situations.
Desirable
- Knowledge of ADHD, Autism, or neurodiversity (though training can be provided).
- Familiarity with electronic booking or CRM systems.
Company Benefits:
- Salary: £25K
- Casual dress
- Company pension
- Working from home
Why Join RTN?
- Be part of a forward-thinking organisation that puts clinical excellence at its core.
- Help shape the future of neurodevelopmental services.
- A rewarding role where you make a real difference to people’s lives.
- Opportunities for training and development.
- Supportive, inclusive, and innovative work culture.
Job Type: Full-time
Pay: Up to £25,000.00 per year
Benefits:
- Casual dress
- Company pension
- Work from home
Application question(s):
- What is your current notice period?
- Do you have any experience working in a healthcare, medical, or social care setting?
- This is a fully remote role, and as part of our remote working policy, team members are expected to have a quiet, reliable workspace, stable internet connection, and access to a personal laptop. Do you meet these requirements?
Work authorisation:
- United Kingdom (required)
Work Location: Remote
Application deadline: 20/03/2025
