Senior Customer Service Administrator VA253

Location: Bristol
Hours: 37.5 hours
Status: Permanent
Salary: £20,000 - £23,000 per annum
Qualifications, Skills and Experience: Proven track record of high-performance in a results-driven administration or customer services environment

Senior Customer Service Administrator– Specialist Services-VA253

The Role

Job Title: Senior Customer Service Administrator– Specialist Services

Location: Initially home-based until business return to office in 2021. Then, office-based in Bristol city centre.

Hours: Full time. Standard business hours.

Status: Permanent

Salary: £20,000 – £23,000 (FTE) dependent on experience

Reports To: ​Team Leader – Specialist Services

Primary responsibilities:

  • Manage all cases from initial instruction to completion ensuring all aspects are completed in a fast, efficient and accurate fashion
  • Liaise with hospital groups, consultants and their secretaries to obtain accurate quotations for proposed procedures
  • Build successful relationships with providers and utilise these to develop and maintain a detailed network of preferred providers for each service
  • Constantly review and update processes and procedures to ensure consistent, quality service provision, accuracy of reporting and efficiency of task completion
  • Be a key point of contact for all complaints, disputes or expressions of dissatisfaction from key contacts at both customers and suppliers
  • Project confidence, competence and detailed knowledge of the service in all interactions
  • Build relationships with key stakeholders to help generate more referrals and improve conversion %

The role requires applicants to be self-driven, possess high levels of organisation, written & verbal communication, and attention to detail in a busy customer service environment. The role would suit an experienced and confident administrator who is looking to apply themselves in a lead role and who is eager to contribute to shaping the future of our service.

Person Specification:

Qualifications & Experience:

  • Proven track record of high-performance in a results-driven administration or customer services  environment
  • Experience negotiating pricing with customers and/or suppliers
  • Proven experience of implementing improvements to systems and processes
  • Comfortable managing senior stakeholders both internally and externally
  • Demonstrable commitment to continuous improvement in yourself and/or others


  • Highly developed analytical and reasoning skills
  • Exceptional written and verbal communication
  • Ability to work flexibly, as a team and independently, and to build effective relationships at all levels of the organisation
  • Able to critically assess performance and identify areas for improvement
  • Ability to analyse issues, identify trends and propose solutions
  • A willingness to take ownership of situations, balancing the needs of different stakeholders and thinking outside the box to identify solutions and deliver a first-class service
  • A strong influencer who projects credibility and inspires confidence in others
  • Focussed on delivering results

Benefits Include:

  • Competitive Salary
  • Generous Pension Scheme
  • Health Cash Plan
  • 33 days holiday including public holidays pro rata
  • Regular team/company social events (under regular operating circumstances)
  • Access to expert clinicians across multiple disciplines

If you’re excited by this opportunity and feel that you’re a good fit for the role and to HCML’s vision, please contact us for further information. When applying, please provide a cover letter that details primary reasons for your application and an overview of your relevant experience as per the person specification.

HCML is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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