Customer Experience Advisor (Bank)

Role Overview

The Customer Experience Advisor will play a key role in delivering a high-quality, responsive, and professional experience for patients, residents, relatives, referrers, and customers. They 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.

What You Will Do

The Customer Experience Advisor will handle inbound enquiries, make outbound calls, support the receipt and coordination of radiology referrals, book outpatient consultations, and explain services and pathways to customers.

Why It Might Be a Fit

The ideal candidate will be compassionate, confident, and customer-focused, with excellent verbal and written communication skills, and the ability to explain services and pathways clearly and sensitively.

Requirements

• 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 workstreams 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

Benefits

• A supportive team environment
• Flexible working hours
• Opportunities to contribute to quality assurance, training, and continuous improvement initiatives