Customer Experience Administrator

📌 Core Information

🔹 Job Title: Customer Experience Administrator

🔹 Company: HealthHero

🔹 Location: Bracknell Forest, United Kingdom

🔹 Job Type: Full-time, On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: 0-2 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Improving customer satisfaction and maintaining a smooth service delivery system.
• Handling customer concerns according to company guidelines.
• Providing support in managing complaints and feedback.
• Communicating effectively to ensure understanding and confidence in the complaints process.

ASSUMPTION: The role involves regular collaborative work in an office environment and may require occasional direct interactions with customers, either in person or via telephone.

📋 Key Responsibilities

✅ Ensure customer concerns are addressed following the company's guidelines.

✅ Provide administrative support for complaints and feedback received.

✅ Manage all new and existing complaints daily.

✅ Assist the Customer Service Team in handling telephone complaints when required.

✅ Document and communicate learnings from complaints to ensure service improvement.

✅ Locate call recordings and video archives necessary for complaint investigations.

ASSUMPTION: The role may require the individual to work closely with other departments to resolve complex issues, suggesting an inter-departmental communication aspect.

🎯 Required Qualifications

Education: Not specified; assumed high school diploma or equivalent as basic requirement.

Experience: Previous experience in customer relations or complaint handling is preferred.

Required Skills:

• Strong written and verbal communication skills
• Proven experience in customer relations or complaint handling
• Planning and organization skills
• A passion for customer care
• Good IT skills

Preferred Skills:

• Experience in healthcare or service industry
• Advanced conflict resolution skills

ASSUMPTION: Training will be provided, so an open attitude towards learning is valued, even if candidates lack extensive experience.

💰 Compensation & Benefits

Salary Range: Not specified. Typically, similar roles in the industry range from £20,000 to £30,000 annually.

Benefits:

• Ongoing training and support
• Opportunity for career progression
• Access to HealthHero healthcare services and Employee Assistance Programme
• Company pension scheme
• 20 days holiday + 8 bank holidays
• Free parking

Working Hours: 40 hours per week

ASSUMPTION: The benefits package is competitive for the industry, indicating a focus on employee wellbeing and career development.

📌 Applicant Insights

🔍 Company Context

Industry: Hospitals and Health Care, engaging in digital-first healthcare solutions

Company Size: 501-1,000 employees, suggesting a medium-sized organization with potential for personal recognition and impact.

Founded: Not specified; operates with substantial expertise given its certifications and recognitions.

Company Description:

• Certified as a Great Place to Work
• Connects digital tools with clinical expertise to enhance health outcomes
• Provides services across the UK, Ireland, France, and Germany

Company Specialties:

• Healthcare Efficiency
• Clinical Expertise
• Digital Healthcare Solutions

Company Website: https://www.healthhero.com/

ASSUMPTION: The company values innovation and employee contributions, aligned with its mission to simplify healthcare and improve lives.

📊 Role Analysis

Career Level: Entry-level to junior expertise, completion of training will enhance employee's readiness for higher responsibilities.

Reporting Structure: Reports likely to a customer service manager or team lead.

Work Arrangement: On-site work in Bracknell office, supportive team environment.

Growth Opportunities:

• Progression to operations management
• Opportunities in HR and IT/Tech Tribes
• Capability to move into higher customer service roles

ASSUMPTION: The role is positioned as a starting point for developing a career in customer experience or other departments within HealthHero.

🌍 Location & Work Environment

Office Type: Modern office setup that supports collaboration and team activities.

Office Location(s): Located in Bracknell, within the United Kingdom.

Geographic Context:

• Close proximity to major transport links for commuting
• Located in a thriving area of Bracknell Forest, near facilities and amenities
• Potential for community engagement and involvement with local initiatives

Work Schedule: Standard business hours, Monday to Friday, with occasional flexibility as needed.

ASSUMPTION: The office environment encourages interaction and productivity, ideal for fostering teamwork and learning.

💼 Interview & Application Insights

Typical Process:

• Initial application screening
• Phone interview or virtual interview
• In-person interview at Bracknell office
• Offer and onboarding process

Key Assessment Areas:

• Communication and problem-solving skills
• Ability to maintain composure under pressure
• Customer service and relationship skills

Application Tips:

• Highlight previous experience in customer service or complaint handling
• Demonstrate proficiency in verbal and written communication
• Showcase examples of problem-solving and teamwork

ATS Keywords: Customer Experience, Complaint Handling, Communication Skills, Teamwork, IT Skills

ASSUMPTION: The application process is designed to find candidates who are not only qualified but also fit the company's cultural values of innovation and dedication to customer care.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) systems
• Standard office software (e.g., Microsoft Office)
• Internal communication platforms (e.g., email, chat systems)

ASSUMPTION: Employees are expected to be comfortable using digital tools to manage customer interactions and internal communications.

👔 Cultural Fit Considerations

Company Values:

• Commitment to customer satisfaction
• Innovation in healthcare solutions
• Collaboration and teamwork

Work Style:

• Proactive and customer-centric approach
• Collaborative work in a team setting
• Eagerness to learn and adapt to new challenges

Self-Assessment Questions:

• Are you passionate about improving customer experience in healthcare?
• Do you have strong problem-solving skills?
• Can you effectively communicate with various stakeholders?

ASSUMPTION: A candidate who thrives in a dynamic, fast-paced environment and is eager for personal and professional growth is a good match for the company's culture.

⚠️ Potential Challenges

• Managing multiple tasks simultaneously
• Handling high-pressure situations
• Navigating complex customer interactions
• Adapting to evolving company processes and tools

ASSUMPTION: Candidates should be prepared for challenges typical of a dynamic customer service environment and demonstrate resilience and adaptability.

📈 Similar Roles Comparison

• Roles in similar industries often pay slightly higher but may not offer the same growth opportunities.
• Healthcare industry roles may require specific knowledge, which HealthHero trains for.
• Customer Experience roles in tech companies focus more on digital interactions compared to on-site service.

ASSUMPTION: Comparing roles in similar fields highlights HealthHero’s unique offer of comprehensive support and professional development in the healthcare sector.

📝 Sample Projects

• Development of a new complaint handling protocol
• Initiatives to improve customer feedback mechanisms
• Collaborative projects with IT to enhance complaint logging software

ASSUMPTION: These projects indicate the level of involvement and potential impact a candidate can have within the team, showcasing the role's developmental opportunities.

❓ Key Questions to Ask During Interview

• What does a typical day look like for someone in this role?
• How does HealthHero define success in this position?
• Can you describe the team environment and dynamics?
• What opportunities exist for professional growth within HealthHero?
• How does the company support employees in overcoming challenges?

ASSUMPTION: These questions help candidates gauge alignment between their career goals and the opportunities offered by the role and the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a resume highlighting relevant experience and skills
• Include a cover letter explaining your interest in the position
• Research HealthHero’s mission and values to tailor your application
• Be ready to articulate your experience in customer relations and complaint handling

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.