Contact Centre Associate

Our Clinical Operations team have a fantastic opportunity as a

Membership Support Advisor

. This is a Customer Service role within our operations support function, you’ll be responsible for the activities that build our operation and keeps it rolling.

We run a clinical operations support service 7.30am - 10pm, Monday to Sunday which will means that the position will involve working a shift pattern including weekend work.

We are looking for motivated individuals that believes in Babylon’s mission and are passionate about providing outstanding medical service to our patients. Candidates should have an energetic work ethic, strong sense of ownership and ability to work well individually and as part of a team. You will be working towards exponentially growing the Babylon user base. To deliver on our customer commitments and support in implementing new operating model, that will enable future blitz scaling.

WHAT YOU'LL WORK ON:

• Provide exceptional clinical service, currently serving over 400,000 members (customers)
• Be first line support for our members including email, telephone and chat support
• Support our members to better use product (app & service) functionality
• Manage the communication channels between the clinicians and the Babylon team
• Manage the clinician database and other administration process
• Work with team leads on continuous improvement of our service
• Escalating customer issues based on predefined processes
• Help creating processes for support and operations team in line with regulatory requirements to improve our service levels
• Identify potential system failures, report and help fixing them
• Provide direct support to patients and GPs while developing SOPs and processes for roll-out across broader team
• Keep up to date correspondence via Zendesk

WHAT WE'RE LOOKING FOR: (Essential)

• Excellent communication and verbal skills
• Passionate to provide outstanding customer service
• Evidence of taking ownership in various professional and non-professional areas
• Quick learner- understanding new procedures and systems
• Ability to multitask and prioritise across various business systems
• Avid ambassador that will promote Babylon’s values and missions as the company’s first point of contact to our customers
• Strong ability to work under pressure
• Should have an enthusiastic approach to problem solving
• Willingness to work in a fast-paced, growing business environment

WHAT WE'RE LOOKING FOR: (Desirable)

• Experience working for a tech start up within the customer support team
• Relevant experience in healthcare using NHS patient’s systems (SystmOne, EMIS)
• Background in healthcare
• Worked in a Call centre and Customers/ Patients facing roles with Admin experience
• Experience working shift patterns
• Basic knowledge in medical terminology will be ideal
• Interest in healthcare and technology

WHAT WE OFFER

• Annual salary of £25k
• Newly redesigned offices with a fun and engaging culture
• 27 days holiday + bank holidays
• Private health care including physio and wellbeing for you, your partner and children
• Life insurance cover of 4x salary
• Unlimited drinks, fruit and a great selection breakfast options
• Weekly yoga sessions
• Pension contribution matched up to 5%
• The Babylon App! Gain access to unlimited free consultations.

WORKING AT BABYLON

Whether you work in one of our amazing offices or a distributed team, Babylon is highly collaborative and fun! You’ll have a chance to work in a fast-paced environment with experienced industry leaders. We have a learning environment where you can make an impact.

WHO WE ARE

We are a team on a mission, to put accessible and affordable healthcare in the hands of every person on earth. Our mission is bold and ambitious, and it’s one that’s shared by our team who shares our values, to dream big, build fast and be brilliant. To achieve this, we’ve brought together one of the largest teams of scientists, clinicians, mathematicians and engineers to focus on combining the ever-growing computing power of machines, with the best medical expertise of humans, to create a comprehensive, immediate and personalized health service and make it universally available. At Babylon our people aren’t just part of a team, they’re part of something bigger. We’re a vibrant community of creative thinkers and doers, forging the way for a new generation of healthcare. We’re only as good as our people. So, finding the best people is everything to us. We serve millions, but we choose our people one at a time…

DIVERSITY AT BABYLON

We believe that difference inspires a better, healthier world. That’s why it’s at the heart of everything we do. From our people to our products, difference enriches every part of our business and creates a culture based on equality of opportunity, and in which all Babylonians can progress their careers. We’re committed to creating an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, colour, religion, sex, pregnancy status, national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information, and any other characteristic protected by applicable law.