Company Description Vaccination UK Ltd is dedicated to improving the health and wellbeing of individuals and local communities through high-quality, evidence-based treatment and advice. The organization delivers vaccination and health services in a range of settings, ensuring accessible care for diverse populations. Team members contribute to public health by supporting preventive healthcare and informed patient decisions. The company values professionalism, compassion, and clear communication in every interaction with the public.
Role Description The Call Centre Agent is responsible for handling inbound and outbound calls from patients, parents, and community members, providing accurate information about vaccination services and appointments. Day-to-day tasks include answering queries, booking and amending appointments, updating patient records, and directing callers to appropriate clinical staff when needed. The role involves managing call queues, maintaining detailed call logs, and following established protocols to ensure consistent and high-quality service. Agents will collaborate with administrative and clinical teams, adhere to confidentiality and data protection requirements, and support campaigns and clinics by providing timely communication. This is a full-time, on-site role based in London.
Qualifications
- Experience in customer-facing roles such as Customer Service Representative or similar positions, demonstrating a commitment to high Customer Satisfaction.
- Strong Interpersonal Skills and Customer Support abilities, including active listening, empathy, and clear, professional telephone communication.
- Good Computer Literacy, with the ability to work confidently with call centre systems, appointment scheduling software, and electronic records.
- Ability to handle a high volume of calls, prioritize tasks, and remain calm and courteous under pressure.
- Attention to detail and accuracy in recording information, following procedures, and maintaining confidentiality.
- Good written and spoken communication skills in English; additional languages are an advantage.
- Previous experience in healthcare, public health, or a similar regulated environment is beneficial.
- Willingness to learn about vaccination services, clinical pathways, and organizational processes through training.
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