Client Support Navigator
Basing View, Basingstoke, Hampshire | £20,000- £25,000 + Benefits
+ Based at our Head Office in Basing View, Basingstoke, Hampshire, reporting to our Client Support Manager
+ Circa £20,000- £25,000 pa depending on fit with required capability and experience
+ Contributory pension scheme, life assurance, ongoing CPD, 25 days holiday plus bank holidays, modern comfortable office facilities close to town centre
+ Normal working hours 9am – 5.30pm Monday to Friday – open to discussions about job share
Who we are and what we do…
We are a small company with big ambitions. We’re pioneering new ways of working in healthcare to enable people to be at the centre of their care and overall wellbeing. We support individuals who live with chronic illnesses to navigate through the toughest of times, accelerating their access to the right care, reducing anxiety and connecting them to the best expertise available.
Many well-known organisations include our services as part of their employee benefit package, enabling them to support their people at their most difficult of times.
We speak with honesty and integrity, giving advice and guidance so our clients can make informed decisions about their healthcare.
We tell people how it could be. Not just how it is.
The Client Support Navigator role…
The Client Support Navigator role is of paramount importance to us. You are the first point of contact for all new and existing clients. As a brand ambassador, you’ll navigate clients through our support service according to their individual needs, helping them see next steps. You’ll ensure all clients are directed to the support they need - be it clinical, practical or emotional - and alongside our Case Managers and Nursing Specialists, you’ll oversee case management and ensure ongoing client communication and satisfaction.
We are looking for an enthusiastic and optimistic individual who embodies our core values and is clearly committed and capable of delivering exceptional client service. To succeed in the role you will be an excellent communicator and enjoy getting to know people. You’ll be highly emotionally intelligent and be able to read others to adapt your approach.
You’ll join our Client Support team made up of friendly, warm and down to earth Case Managers and Nurse Specialists, who together create a community of support around each client when they need it most. As a team we empower our clients with information, advice and new ideas, clarifying their treatment options and giving them the confidence to make decisions and move forward. We recognise that a diagnosis or caring for a loved one will affect everyone differently, and so we adapt our approach and advice based on each interaction.
Team fit is really important to us – and it’s not all about work; we enjoy regular company events and weekly get togethers – we are proud of our happy positive culture.
+ Manage all client liaison via phone and email
+ Identify and assess client needs and respond appropriately
+ Navigate new contacts through Portal registration
+ Accurately record all contact and case updates in our CRM
+ Deliver an outstanding client experience, treating every client as an individual and tailoring their experience to their personal needs and circumstances
+ Review and have an in-depth understanding of each case to ensure smooth handovers with Case Managers and appropriate coordination of clients
+ Monthly analysis of client statistics and other activity to report to the business
+ Manage all client feedback processes; liaising with marketing to develop client journey stories
+ Support case load management as required
+ Participate in projects to further enhance team knowledge and our service offering
Your skills and experience…we will ask you to demonstrate…
+ Significant customer service experience, preferably within a multi-channel environment, with excellent telephone manner
+ Articulation and highly effective communication skills
+ Previous examples of building strong supportive relationships quickly
+ A high degree of emotional intelligence with the ability to manage highly sensitive conversations
+ Proven ability to multi-task, prioritise work demands and manage time effectively
+ Excellent IT skills with the aptitude and willingness to develop these further as we become more tech dependant
+ Well-developed Excel skills in order to organise and analyse data effectively
+ A diligence and commitment to completing tasks accurately with attention to detail
+ A commercial awareness and understanding of business expectations, which leads to excellent results
+ Evidence of adapting to new tasks and operational challenges as business grows and changes
+ Behaviours that fit our vision and values - delivering outstanding client experience by guiding individuals through the toughest of times
+ A desire to embrace new challenges and gain personal development
Team fit and your ability to build rapport quickly is really important to us so as well as an initial telephone interview for shortlisted candidates, you will have the opportunity to come along to our offices and meet our wider team.
Your Background / Previous Roles May Include:
Customer Service, Customer Care, Customer Support
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.