Contact Centre Agent
Contact Centre Agent
Patient-Focused | KPI-Driven | Call-Based Role
About the Role
As a Contact Centre Agent, you’ll handle inbound and outbound calls to support patients throughout their hearing care journey. Your goal is simple: keep clinic diaries full, meet performance targets, and make every patient feel heard, valued, and supported.
This is a fast-paced role where great communication, organisation, and customer care really matter.
Key Responsibilities
- Deliver high-quality patient care on all inbound and outbound calls
- Manage call activity to meet daily, weekly, and monthly KPIs
- Ensure clinic diaries are fully booked, with at least one test appointment booked daily
- Keep all diary notes and call statuses accurate and up to date
- Follow approved call scripts and structures
- Achieve agreed conversion and engagement targets
- Maintain daily, weekly, and monthly performance reports
- Always comply with company policies, confidentiality, and GDPR requirements
- Take part in training and support wider team activities when needed
What We’re Looking For
- Experience working toward and achieving KPIs (essential)
- Inbound/outbound call experience (high-volume desirable)
- Excellent telephone manner and customer service skills
- Strong verbal and written communication
- Confident using computers, especially Microsoft Office
- Experience with diary management or booking systems
You’ll Thrive If You Are
- A team player who can also work independently
- Reliable, punctual, and well organised
- Comfortable working under pressure
- Motivated to learn and progress
- Flexible and confident making calls
- Detail-focused with accurate data capture
Why Join The Team?
- The core hours of the role are 9am – 5pm, Monday – Friday.
- You do not work on Weekends or Bank Holidays.
- Company matched pension scheme up to 5%
- Employee discounts
- Direct family member discounts
- 20 days AL
- 5 unpaid leave days after 2 years consecutive service
- Opportunity to grow your skills and career
Why Choose Clark?
- Inclusive & Supportive: We welcome diversity, ensure equal opportunities, and provide reasonable accommodations for interviews.
- Expert Guidance: Our experienced recruiters are dedicated to finding the right fit for you.
- Personalised Support: We're with you every step of the way to ensure a smooth job search.
Ready to take the next step? Apply now.
INDCLA