Expert Tele-Interviewer

• Location: 

  United Kingdom,Exeter, Exeter

• Posted: 17/06/2009 18:06

Requirements
You MUST have:

- the ability to build strong rapport and trust with the customer so that he/she is willing to share confidential and sensitive medical information
- good medical knowledge so as to be able to recognise medical conditions and treatments, record them accurately and know when it is appropriate to ask further questions
- good conversation management skills including the ability to control a call and deal with sensitive disclosures
- basic medical training up to state-registered nurse, physiotherapist , equivalent health professional level or previous underwriting experience
- excellent verbal communication skills
- excellent telephone manner including ability to tactfully and sensitively take control of calls
- excellent interpersonal skills
- good listening and recall skills, including ability to comprehend complex information and summarise accurately
- competent computer and keyboard skills
- the flexibility to work outside normal office hours and shift work
- the willingness to undertake further training courses in conversation management, life insurance principles and the basics of underwriting
- experience working for NHS direct or other health advisory services a significant advantage
- training in effective telephone skills useful but not essential (in-house training would be provided).

This is a permanent job based in Exeter with the salary of £19,000. This job will require working in shifts in the evenings. Please apply today if you meet the above criteria.

Responsibilities
You will need to:

- schedule and conduct tele-interviews to accurately gather and record risk assessment information, using scripted questions and based on agreed tele-interview standards being attained 
- achieve agreed quantity and quality targets for customers in line with business and personal objectives
- respond flexibly to customer needs and take responsibility for the rescheduling of calls or resolution of customer enquiries or concerns in accordance with agreed guidelines and procedures
- comply on an ongoing basis with any legal, regulatory and industry body codes of practice
- play a proactive part in identifying self-development needs in order to achieve personal and business goals and address these through role progression and personal development frameworks
- support other customer experience teams in achieving agreed targets through the handling of overflow activity during peak periods according to business need

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