Customer Service Admin

Job Title: Customer Service Administrator

Location: Gilmour House, Kennington Lane, SE11 4LS

Salary: £28,808

Contract Type: Permanent

Hours: Full time, Monday – Friday


Right to live & work within the UK is required for this role.

About Us:

Optima Health are the UK market leader of Occupational Health and Wellbeing services. Our heritage can be traced back to 1947 where we were pioneers in the provision of Occupational Health and have led the way ever since, bringing new and innovative solutions to employers across the UK. We can offer unrivalled clinical expertise and industry leading tailored solutions to our clients. We work with over two thousand businesses, in various industries, and our aim is to improve the health and wellbeing of the UK workforce by supporting healthy high performance in our client organisations, helping them to achieve their full potential through their people.

Optima Health not only provide an excellent package, but we also offer a structured induction and training programme in your first few weeks. We offer tailored career development and opportunities for further training and qualifications, to support you in your career journey. We are committed to making this a really great place to work, so together, we live by our values; We are one team, we do the right thing, we are shaping tomorrow, and we are never too big to care.

Role Summary:

The Administrator is responsible for the day-to-day servicing of occupational health cases on behalf of Optima Health for its clients. Through administrative processing, proactive updates and query handling the role holder will ensure contractual KPI's are hit, and a quality customer experience is delivered.



Main Duties and Responsibilities:

• To proactively support front line and administration processes and correctly log new management and self-referrals onto the case management system.
• Booking of and rescheduling of all types of appointments (OHP, OHA, Counselling, Physio and Technician) in line with KPI's.
• Provide confirmation correspondence and email/telephone updates to clients and employees on all activities undertaken using the Cohort system.
• Actively chase older cases providing proactive updates to clients.
• Manage customer enquiries via telephone and all OH mailboxes ensuring queries are answered professionally in line with the customer charter.
• Manage complaints in line with Optima Health's complaint handling process.
• Requesting and chasing of GP/third party reports and medical records
• Provide administrative support for clinicians.
• General administration tasks, including but not limited to, answering telephone, email and written correspondence, scanning and indexing of documents, filing, photocopying, shredding of confidential waste, incoming and outgoing post, diary management, purchase order requests and invoicing.

Experience, Skills, and Knowledge Required for the Role:

• 2 years administration experience
• Good IT / PC skills including Microsoft packages
• The successful candidate will be required to undergo high level security vetting for this role

What Can We Offer You?

• Competitive salary
• 25 days annual leave, plus bank holidays
• Buy and sell holiday scheme
• Pension scheme
• Health Cash Plan
• Career progression opportunities
• Employee Assistance Programme
• Cycle to work scheme
• Eye care test vouchers
• Flu vaccination scheme
• Employee discount scheme
• Life assurance
• Professional registrations fees paid
• Clinical Training Academy

Optima Health is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All applicants meeting the minimum criteria for the role will receive consideration for employment without regard to age, gender or gender expression, disability, race or ethnicity, religion or belief or sexual orientation.