Patient Liaison - Customer Services Advisor

Customer Services Advisor

Woking Hospital Customer Service Permanent contract Part time
Up to £27,000 per annum depending on experience
37.5 hours per week

Nuffield Health is the UK's largest Healthcare Charity. From our innovative healthcare and leisure facilities to our community access programmes, we're committed to building a healthier nation. Inside our award winning hospitals, this starts with commitment to quality and the highest standards of patient care. It starts with you.

The Customer Services Advisor - Marketing & Self Pay supports the growth of self pay activity and local marketing at Nuffield Health Woking Hospital. The role combines high quality customer service, sales enquiry management, and hands on marketing support, including social media and short form video content creation.

The post holder will support patients who choose to pay directly for their treatment, guide them through pricing and enquiries, and help convert leads into bookings, while also contributing to the hospital's digital presence and community engagement.

Key Duties & Responsibilities Customer Services & Self Pay Enquiries

• Manage and nurture self pay enquiries received via Salesforce and the Contact Centre
• Communicate with patients by phone and email to understand needs and provide information
• Produce accurate self pay quotes and pricing
• Act as a key point of contact throughout the enquiry journey
• Support price matching where appropriate to maximise conversion
• Liaise with medical secretaries, consultants, and internal teams
• Maintain accurate records and updates within Salesforce

Marketing & Social Media Support

• Support local marketing activity for the hospital
• Create, schedule, and manage engaging social media content
• Film, edit, and publish short form video content (e.g. Instagram Reels, Shorts, LinkedIn video)
• Use creative imagery, captions, hashtags, and wording to grow reach, engagement, and followers
• Monitor content performance and apply learnings to improve future posts
• Support hospital events, open evenings, and community engagement activity
• Maintain marketing data, materials, and contact lists

Skills & Experience Essential

• Experience in a customer facing or administrative role
• Confident communicator with strong interpersonal skills
• Comfortable using IT systems and social media platforms
• Organised, proactive, and willing to learn
• Comfortable creating digital content, including short form video

Desirable

• Experience using Salesforce or a CRM system
• Experience supporting marketing or social media activity
• Interest in healthcare, marketing, or commercial roles

Knowledge, Skills & Behaviours

• Customer focused
• Commercially aware and business minded
• Creative with attention to detail
• Confident and professional communicator
• Competitive, motivated, and results driven
• Able to manage multiple priorities in a small team

Helping you feel good.

We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. Here, you can choose from a range of fitness, lifestyle, health and fitness wellbeing rewards, such as free gym membership, health assessments, retail discounts and pension options. At Nuffield Health, we take care of what's important to you.

Woking Hospital

Our Woking Hospital is a leading private hospital in Surrey, South East England. We pride ourselves on providing exceptional standards of treatment and care in our state of the art facilities and CPD programme. Our specialities include Women's and Men's health, Orthopaedics, and Eye Care with many more available. We are registered for 27 beds with en suite facilities on the Ward, two Theatres with facilities including lamina flow and one Minor Operating Theatre, Pre Assessment, Physiotherapy clinic, Onsite Pharmacy, Mammography, Xray and Ultrasound, with nine consulting rooms in Outpatients.