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Date Added: Tue 28/06/2022

Customer Services Advisor

York, UK
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Job Type: Permanent, FullTime

Salary: £20220 - £20720

Customer Service Advisor 

Location – York (Holgate Park Road, York YO26 4GN)

Working Hours – Monday to Friday - 8am to 7pm (7.5 Hours per working session)

Are you looking for a new challenge? Why not try a role within the mental health field? We have some exciting opportunities to join us as a Customer Service Advisor at our head office in York.

As a Customer Service Advisor, you will be responsible for engaging with our customers to support them to access our mental health services. This will involve managing your own portfolio of customers, where you will provide pro-active case management, administrative support and be responsible for handling inbound and outbound calls to maintain regular contact with our customers and therapists.

You will provide a consistent, high quality level of service at all times, against defined criteria, to meet and where possible exceed expectations. You will ensure that agreed service levels are achieved and invoices are promptly raised by liaising with the relevant parties involved in delivering the customers treatment. This role presents the ‘face’ of the business and as such the post holder must act in a professional manner at all times and perform all tasks in an efficient, effective and caring manner.

Customer Service Advisor Responsibilities:

  • Undertake inbound and outbound calls to manage relationships, progress customer treatment and support the customer and therapist in delivering effective treatment.
  • Generate invoices promptly and efficiently to effectively manage business needs using our management systems.
  • Perform the administrative activities required daily in order to ensure that all service levels are achieved, and cases are kept up to date.
  • Document and record all information by updating our Case Management System to ensure a clear and accurate record of each case is stored.
  • Organise, plan and prioritise as well as streamline processes to work as efficiently as possible.
  • Obtain information from all relevant sources, to enable high quality management of your cases and where appropriate the cases of your colleagues.


  • Hybrid working (after training where you are deemed competent )
  • Systems and Customer service training onsite
  • Free Parking
  • On site subsidised canteen.
  • Ability to apply for an interest free Travel loan.
  • Staff Referral Scheme.?


  • 3 Years Customer service / call centre experience in a fast-paced business highly desirable.
  • Proficient in IT systems including Microsoft office and comfortable with CRM packages.
  • Excellent verbal and written communication skills, including the ability to effectively communicate with internal and external customers.
  • Experience of managing difficult calls with a calm and empathetic approach to resolving customer concern.
  • Able to prioritise workloads and focus on service delivery for customers. 
  • Must be able to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary service standards.
  • Able to adapt to change quickly and efficiently in line with changing business needs.
  • Ability to work both independently and part of a team, to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

About Onebright:

Onebright is a personalised mental healthcare company building a brighter way to provide life-changing support for people around the world. We are the largest provider of outpatient mental healthcare in the UK and Denmark, supporting private medical insurers, employers, occupational health teams, healthcare professionals and individuals.

We have an unrivalled depth and breadth of mental health services to support people with a range of mental health issues, from anxiety to depression. We have an industry leading clinical governance structure, where all therapy is overseen by senior clinicians who provide Onebright therapists with support to achieve excellent treatment outcomes. Clinical excellence and strong clinical governance are non-negotiables when you are trusted by over 40,000 people a year.

Our technology enables us to match the right clinicians to a patient, ensuring the patient receives the right care and treatment from the start. We provide rapid access to online, phone or face-to-face assessment for therapy, meeting patient needs quickly.


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