Helpline Advisor

About the Role

You will be joining a supportive and friendly customer service team, where you’ll play a vital role in helping patients and healthcare professionals every day. Your role will involve ensuring that individuals receive the essential healthcare equipment and services they need to remain as independent as possible.

This is a permanent position, based in newly refurbished offices, within a secure and stable environment. You will be required to work shifts scheduled between 8am and 8pm (Monday–Sunday), with flexibility to cover occasional weekends.

Main duties of this Helpline Advisor role:

• Provide empathetic and professional support to patients, families, and clinical leads.
• Manage workload effectively, organising tasks and project work to meet KPIs and objectives.
• Ensure compliance with health and safety procedures.
• Handle and escalate queries appropriately, working with different business areas to resolve issues.
• Problem-solve and make confident decisions in a busy environment.
• Complete ongoing training, including identifying and addressing development needs.

• Previous experience in a call centre or healthcare setting (essential).
• Excellent written and verbal communication skills.
• Empathetic, understanding, calm, and confident approach.
• Strong active listening skills.
• IT literate (including Microsoft Office software).
• Ability to think quickly and solve problems effectively.
• Self-motivated with strong time management, organisation, and reliability.
• Flexible and adaptable to work shifts between 8am–8pm, including occasional weekends.

• Salary of £25,077 per annum.
• Location: Crewe
• 23 days annual leave (rising to 25 after 2 years, and further increases with long service).
• Life Insurance cover.
• Company Pension Scheme.
• Health & Wellbeing support, including access to a wellbeing app.
• Fully funded health cash plan (dental, optical, physiotherapy, diagnostics, and 24/7 GP access).
• Employee Assistance Programme (support for you and your family).
• Online benefits platform with discounts on shopping, travel, and holidays.
• Cycle to Work Scheme.
• Blue Light Card access.
• And many more!