Customer Service Advisor

Job Title: Customer Service Advisor

Location: Remote

Employment Type: Full-Time

Salary: £25,000

Job Overview:About the Role

We’re looking for a highly personable Customer Service Advisor to be the friendly and professional first point of contact for RTN Medical. This role is perfect for someone who enjoys engaging with people, managing multiple tasks, and ensuring every client receives an exceptional experience. As a key member of our team, you’ll handle incoming and outgoing calls and emails, coordinate clinician appointments, and support the smooth running of our ADHD assessment and treatment pathways. You’ll play an important role in ensuring clients and families feel supported and informed throughout their journey. The ideal candidate will be organised, proactive, and compassionate, with a natural ability to communicate clearly and professionally.

Key Responsibilities:Client Communication & Coordination

• Act as the first point of contact for clients, families, and healthcare professionals, providing a warm, professional service.
• Manage incoming and outgoing phone calls and emails, ensuring timely and supportive communication.
• Respond to client queries about assessments, titration appointments, and ongoing care processes.
• Maintain accurate client records within our CRM system to ensure a smooth, joined-up experience.

Appointment & Pathway Management

• Coordinate clinician diaries for assessments, titration reviews, and follow-up appointments.
• Confirm, reschedule, or cancel appointments as needed, keeping all parties informed.

Administrative & Team Support

• Provide day-to-day administrative support to clinicians and the wider team.
• Format clinical letters and reports in line with organisational standards.
• Handle client feedback and issues with empathy and professionalism, escalating when necessary.
• Contribute to improving internal processes and maintaining a high standard of service delivery.

Compliance & Confidentiality

• Ensure all communication aligns with confidentiality, data protection, and GDPR requirements.
• Follow internal policies and procedures relating to client care and information security.

What We’re Looking ForEssential:

• Previous experience in a communications and/or administrative role.
• Strong communication skills, with a friendly and professional manner.
• Ability to multi-task and manage a busy workload efficiently.
• Experience handling phone and email enquiries with confidence.
• Strong organisational skills and attention to detail.
• A proactive, solution-focused approach to problem-solving.
• Ability to remain calm and professional in challenging situations.

Desirable:

• Experience in a healthcare, social care, or mental health setting.
• Knowledge of ADHD, Autism, or neurodiversity (though training can be provided).
• Experience managing a small team.
• Familiarity with electronic booking or CRM systems.

Company Benefits

• Casual dress
• Company pension
• Working from home

Why Join RTN?

• Be part of a forward-thinking organisation that puts clinical excellence at its core.
• Help shape the future of neurodevelopmental services.
• A rewarding role where you make a real difference to people’s lives.
• Opportunities for training and development.
• Supportive, inclusive, and innovative work culture.

How to Apply:

If you are passionate about supporting individuals and meet the qualifications outlined above, we would love to hear from you!