Customer Care Coordinator
Theale, Berkshire | Hybrid | Shift Pattern | 37.5 Hours
Are you an experienced Customer Care Coordinator with a strong background in call centre environments? This is a fantastic opportunity to join a high-performing team dedicated to delivering exceptional customer service in the healthcare service delivery sector.
Our client, a market-leading provider of Managed Equipment Services (MES) to the NHS and private healthcare sector across the UK, is seeking Customer Care Coordinators to join their team based at their HQ in Theale, Berkshire.
To be considered for this role, you must have a minimum of 3 years’ UK based experience in a call centre/customer service role. Have outstanding verbal and written communication skills and have a strong commitment to customer satisfaction and service excellence.
Shift Patterns (all shifts include a 30-minute lunch)
Tuesday to Saturday: 12:00pm – 8:00pm
Sunday to Thursday: 12:00pm – 8:00pm
Initial training will be conducted on-site at the Theale office, once training is completed, the role becomes hybrid with flexibility on workdays. Weekend shifts will be remote.
Responsibilities
Provide outstanding customer service to improve customer satisfaction and nurture client relationships
Operate with self-awareness inspiring a culture of continuous improvement
Place customers at the centre of everything you do, understanding their wants and needs
Maintain the critical link between clients, service providers and operations managers to achieve a best-in-class service
Key Accountabilities
Working as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures
Coordinating the daily work flow for the management of service delivery to assigned customer contracts
Answer all telephone calls promptly and appropriately, in line with contractual obligations
Proactively resolving customer enquiries within first contact
Diligently monitor the SLA charters for assigned customer contracts, escalating any instances of confirmed or potential failure via the agreed frameworks
Setting client expectations and striving to exceed these at all times
Establish and maintain external supplier relationships to assist with maintaining and exceptional level of customer service
Performance manage internal and external suppliers ensuring service is delivered within contractual service level agreements
Produce client facing estimates and quotations
Process purchase orders
Coordinate email traffic within the central shared inboxes
Upload data from service intervention records into the CMMS
Provide cross-functional support for other sub teams where required
Required Skills & Experience
Excellent written communication
Intermediate IT skills to include Excel, Word and Outlook
Self-motivated with a flexible can do attitude
Adaptability to change
Good inter-personal skills, must be able to work as part of a team as well as individually
Working in a call centre environment
Understanding and monitoring service level agreements
Ability to recover customer conflict through the use of positive language
An understanding of medical equipment
Ability to manage multiple stakeholders simultaneously
NVQ 1-4 Customer Service (Desirable)
Vocational Customer Service Certificate (Desirable)
Benefits
Private Healthcare
Employee Assistance Programme
Salary Sacrifice Pension Scheme
Electric Car Scheme
Cycle to Work Scheme
A DBS Enhanced Disclosure is required for all applicants.
If you have all the skills above and feel this is the role for you, please do not hesitate to contact Louise at One to One Personnel or forward your CV to (url removed)