At Reframe we’re wholly invested in delivering better outcomes from cancer for people and business, and we’re on the hunt for energetic, creative and enthusiastic people to join our wonderful team. Collectively, we’re passionate about reducing the ripple effect of cancer on individuals and their loved ones, and since 2012 we have been delivering proactive, individualised and ongoing support to people affected by cancer, offering peace of mind to more than 800,000 people.

We are a practical, positive and progressive bunch of people all passionate about building a great business around these values, so if you share these, then come and join our team. 

If you think you can help Reframe succeed in our mission of delivering better outcomes for those affected with cancer and want to be part of a motivated team determined to make a real difference, Reframe is the place for you. 

Adaptability and flexibility – being prepared for anything – will serve you well, as will excellent communication and customer service skills. Everyone in our business has a key role in growing and representing our business. 

We provide a dedicated team that coaches, connects and supports people through the entirety of their Cancer and Carer journey. Our experienced team of case managers, cancer nurse specialists and mental health first aiders work alongside health providers to deliver practical, emotional and clinical support when it matters most for our clients. 

By joining this small and energetic team you will have the opportunity to contribute ideas, initiatives and help drive growth. 

It’s not all about work – we enjoy a little get together when we can and have regular company events – encouraging a happy workforce is a big part of our culture. 

Opportunity:

The Cancer Support Navigator role is of paramount importance to us. You are the first touchpoint for clients. Acting as a true brand ambassador and voice of the business: 

  • Own, manage and report on the lead-gen activities working closely with other internal sales and marketing functions
  • onboarding and guiding new clients on their first steps with Reframe 
  • providing vital, in-the-moment support to existing clients 

The Cancer Support Navigator brings meaning to the service Reframe provides, ensuring that all our clients are engaged with our service, supporting them as required, and following up with them to get their feedback. 

The Client Support team is friendly, warm and down to earth, providing a support community when people need it most. As a team we empower people with information, advice and new ideas, clarifying their options or giving them the confidence to move forward and meet their goals.  We recognise that a diagnosis or caring for a loved one affects everyone differently.   

Responsibilities:

  • Convert enquiries to sales: engage with prospective clients and match the best product to their needs 
  • Deliver outstanding client experience: treat each client as an individual based on their personal needs and circumstances and respond appropriately. 
  • Maintain client confidentiality at all times, working within the boundaries of our policies and data protection legislation 
  • Work closely with the rest of the team in pursuit of the best support for each client 
  • Manage incoming contacts and referrals via phone, email and chat 
  • Ensure clients buy, register and onboard with services quickly and easily 
  • Support clients if they have questions or issues with the portal and website 
  • Ensure that new enquiry records are created in our client support system, accurately reflecting the details discussed during interactions 
  • Assess caseloads to coordinate client allocation with Case Managers and Nurses 
  • Review monthly client statistics and ensure case data is accurate and complete 
  • Manage collection and collation of client feedback, liaising with the commercial team to support client testimonials as appropriate 
  • Take on responsibilities to support case support if required 
  • Take part in case reviews and team supervision, and identify opportunities for quality and service improvement 
  • Carry out project work to further enhance team knowledge and our service offering 
  • Engage proactively with service changes, adopting new practices and updating documentation 

Experience and Skills:

  • Carry out project work to further enhance team knowledge and our service offering 
  • Engage proactively with service changes, adopting new practices and updating documentation 
  • Successful track record selling direct to consumer for medical or health related products or services (Experience in oncology is desirable but not essential) 
  • Demonstrated experience of delivering excellent customer experience and quality of service within a health related, multi-channel environment 
  • Articulate with excellent listening and communication skills, an engaging telephone manner and the ability to build relationships from first interaction 
  • High degree of emotional intelligence with the ability to manage very sensitive conversations with individuals going through challenging times 
  • Demonstrate behaviours that promote our values 
  • Ability to prioritise and manage time effectively, adapting to changing workload and new challenges as the business grows 
  • Ability to self-manage and make decisions, but ready to ask for help when needed 
  • Committed to completing tasks with good attention to detail 
  • Excellent IT skills with the aptitude to develop these further across new technologies 
  • Confident to speak up, make suggestions and offer solutions 
  • Open to new challenges with a desire for personal development and independent learning to build your knowledge and skills

If you are interested in applying for this role then please send us an email and attach your CV with a cover note saying why you think you’d be a great fit in our team. Anything else you want to share with us about you we’d love to hear.

We will get back to you as soon as we can.

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Our people

We are a team of highly experienced nurses, case managers, mental health first aiders, innovators and account managers. Working together Reframers make a powerful team to bring individuals the best possible outcomes and experience. That is why we are leading the way in cancer support.

Meet our team