The Castle Health Group runs residential and outpatient clinics for addiction in the UK and Europe. Our flagship clinic Castle Craig Hospital was founded in 1988 and has gathered a reputation as a world leader in addiction rehab with a focus on excellence. Set in a private country estate in the Scottish Borders, Castle Craig is approximately 10 miles from Peebles and Biggar and 20 minutes from the Edinburgh bypass. Smarmore Castle clinic in Ireland has become well-regarded as Smarmore's leading private residential rehab clinic for addictions. We have outpatient clinics and networks in The Netherlands, Sweden, and London.

Check out our website for more information: www.castlecraig.co.uk

ROLE DESCRIPTION:

As our Help Centre Officer, you will be responsible for answering phones, emails and web enquiries from both members of the public and healthcare professionals seeking help and information.

You will be the first line of engagement for all new treatment enquiries, and you must represent the organisation, maintaining a high standard of client service.

You will assist in arranging the admission of patients to residential treatment. You will assist in triaging the callers and correspondents that you encounter, into other levels of care, or signposting them to alternative treatment options.

You must be well organised, computer literate, happy working as part of a team, and capable of thriving in a stimulating and fast-moving environment. It is vital that you are comfortable handling enquiries that relate to mental health and addiction.

Personal or professional experience of addiction or mental health recovery is of benefit but is not essential.

Applicants must ensure that they have a suitable work-from-home set-up free from distractions and background noise. All equipment will be provided. Occasional onsite trips usually to Castle Craig in Scotland may be necessary for your induction and for occasional onsite training days.

Castle Craig is open 365 days a year so the successful candidate must be able to work weekends where required and 8-hour shift patterns running between 9am and 8pm.

Even though you are working remotely, you will be joining a team who keep in touch closely throughout the working day - you will always have access to a manager or colleagues to raise questions and discuss issues that arise. Many of the people contacting us are in some sort of personal crisis, and we recognise that the role of the Help Centre Officer can be challenging as well as highly rewarding. We will offer the support and training you need to look after yourself, so that you can be the best ambassador, and guide to our callers and correspondents.

Key Skills Required

• Ability to conduct assessments
• Be able to respond to new enquiries within provided time frames in a professional and supportive manner
• To effectively direct enquiries to ensure that callers are given the correct support options
• Ability to collaborate with other facility personnel to ensure appropriate recommendations and admissions
• Appropriately manage your time to stay on top of all in and outbound communications duties across all communication channels
• Maintain proper records by updating the CRM and EMR (Electronic Medical Record) where required
• Communicate information in a timely manner to all connected parties and departments
• Aim to hit all KPI targets set by your line manager

Job Types: Full-time, Permanent

Salary: £23,000.00-£25,000.00 per year

Benefits:

• Sick pay
• Store discount
• Work from home

Schedule:

• 8 hour shift

Application question(s):

• Do you have personal or professional experience around addiction? If yes please feel free to say a bit about it.
• Do you have any experience of sales?
• Do you have any experience using customer relationship managing platforms or doing phone based roles?

Language:

• English (required)

Work Location: Remote

Application deadline: 13/03/2023

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