Customer Experience Associate - Healthcare UK

About IMS Group :

IMS Group is a Global Workforce Solutions company with a mission to accelerate and transform businesses’ way of working through a range of flexible and comprehensive oAshoring services. Since 2006, our aim has been to support organisations with skilled and curated resources, helping businesses to focus on business growth and value creation. We partner with over 200 global brands across the US, UK, EU, and APAC regions to deliver our services. Our family consists of over 3,000 employees, who operate from three global operations oAices in India (Ahmedabad & Jaipur) and the Philippines, while our sales operations are based in the US, UK, and Australia. We are a part of the Empresaria Group PLC., UK, a global, publicly listed staAing company.

IMS Group Divisions are seamless extensions to your teams, with experts handling your operations to elevate your business. We are a GDPR and HIPAA compliant, ISO 9001 : 2015, ISO / IEC 27001 : 2013, ISO / IEC 27701 : 2019, ISO 14001 : 2015, & Cyber Essentials certified organisation.

Our Recent Global Accolades

• IAOP Global Outsourcing 100 (8 times in a row)
• Great Place To Work Certification (5 times in total)
• Dream Company To Work For Award (2023)
• National Best Employer Brands (2023)
• Finalist of the APSCo Australia – RPO of the Year (2023)

Website http : / / www.Imsplgroup.Com

Job Overview :

We are seeking a dedicated and compassionate Customer Service Executive to join our team, with a specific focus on supporting the UK healthcare market. This role involves handling a high volume of inbound calls from healthcare professionals, including Doctors, Nurses, Allied Health Professionals (AHP), Healthcare Assistants (HCA), and hospitals. You will be responsible for addressing queries, resolving concerns, and ensuring a seamless experience for all callers.

Job Title – Recruiter (Customer Service)

Reporting to – Team Leader / Assistant Manager.

Shift Timing – Rotational Shifts.

Working Days – 5 Days

Location – Ahmedabad (On-Site).

Key Responsibilities :

Handle a large volume of inbound calls from healthcare professionals (Doctors, Nurses, AHPs, HCAs, and hospital staA) in a timely and eAicient manner.

Respond to inquiries related to healthcare services, products, and solutions in a clear and accurate manner.

Address concerns and provide troubleshooting support for healthcare providers and institutions. OAer timely and eAective solutions to complex issues, ensuring customer satisfaction.

Document all customer interactions and ensure accurate records are maintained in the system.

Escalate unresolved issues to the appropriate team or department, ensuring swift resolution.

Collaborate with internal teams (e.G., technical support, sales, operations) to ensure customer needs are met.

Stay up-to-date with healthcare market trends, products, and services to provide informed support.

Ensure compliance with healthcare industry regulations and company policies while interacting with healthcare professionals.

Maintain a professional and empathetic approach while dealing with distressed or frustrated callers.

Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction.

Skills and Qualifications :

A minimum of 1-2 years of customer service experience

Strong verbal and written communication skills, with the ability to interact professionally with healthcare professionals.

Experience in handling high-volume inbound calls and providing eAicient support.

Excellent problem-solving and troubleshooting abilities.

Ability to manage multiple tasks and prioritize eAectively in a fast-paced environment.

Strong organizational skills with a keen attention to detail.

Proficiency with CRM software, call management systems, and Microsoft OAice Suite.

A compassionate, patient, and empathetic approach when interacting with customers.

Desired Attributes :

Ability to remain calm under pressure, especially when dealing with urgent or sensitive healthcare inquiries.

Strong interpersonal skills and a customer-focused attitude.

Team-oriented with the ability to collaborate across various departments.

Flexible and adaptable to changing customer needs and healthcare industry trends.