Customer Service Coordinator - Cochlear Care Location: Office-Based - UK Addlestone (Full-Time) About us: At Cochlear, we are driven by a singular purpose: to help people hear and be heard. As the global leader in implantable hearing solutions, we empower individuals of all ages to overcome hearing loss and reconnect with life. With over 40 years of innovation and collaboration with hearing professionals and patients, our technology has changed the lives of over 700,000 people worldwide. Our success is built on a deep commitment to improving the lives of recipients and supporting clinics, caregivers, and partners. Every employee at Cochlear contributes to this mission-and this is your opportunity to be a part of it. About the Role: As a Customer Service Coordinator - Cochlear Care, you will be the trusted first point of contact for our customers-recipients and clinics-providing timely, empathetic, and technically informed support. Your role is essential in ensuring that every customer feels heard, valued, and guided through their journey with Cochlear products and services. You will handle a range of queries-from product troubleshooting and Bluetooth connectivity to order processing, clinical documentation, and onboarding support. You'll also collaborate closely with field teams and clinical experts to resolve complex issues and maintain a high standard of customer care. Key Responsibilities: Customer & Product Support Serve as the primary contact for technical, product, and clinical enquiries across phone, email, face to face and digital channels Troubleshoot device and connectivity issues, especially Bluetooth/app-related queries Deliver empathetic, recipient-focused support, adjusting communication to meet diverse needs (e.g. hearing impaired, mobility or visually impaired, learning difficulties) Order & System Management Confirm product orders, manage invoicing and compliance with country-specific procedures Maintain recipient records and ensure smooth onboarding to programs and online store platforms Administer replacements, and return Accurate Data management for our service products, Cochlear Care and Travel Loaner programme Cross-Team Collaboration Liaise with internal Cochlear Field Teams and UK Clinical Helpline to escalate cases as needed Coordinate with Cochlear Care clinics to refer recipients for in-person clinical follow-up Attend national meetings, training sessions, and customer events to support our broader mission Data Integrity & Compliance Ensure recipient data is accurate, up to date, and handled in compliance with GDPR and privacy regulations Contribute to knowledge base development and documentation of FAQs and troubleshooting insights Your Profile: To be successful in this role, you bring a unique blend of technical acumen, customer service excellence, and a deep understanding of human needs. You thrive in an environment that blends healthcare with technology, and you are motivated by helping others. You will have: NVQ Level 2 in Customer Service or equivalent professional experience Previous experience in a medical device, healthcare, or NHS-related setting is highly advantageous Proven technical problem-solving skills, especially around device connectivity and app integration Proficiency with CRM and ERP systems such as Salesforce and Oracle Excellent communication and relationship-building skills High level of deaf awareness and ability to adapt to customer needs Proficiency in Microsoft Word, Excel, Outlook, and data systems Flexibility to travel occasionally for training and customer events Why Join Cochlear? Meaningful Work: Help people regain their hearing and reconnect with life World-Class Training: Ongoing product and professional development Inclusive Culture: Work in a supportive, mission-driven environment Career Growth: Opportunities to grow in a global leader in hearing technology Employee Engagement: Participate in workshops, customer events, and learning initiatives Comprehensive Benefits Package (details provided at interview) Apply Now If you're passionate about delivering outstanding customer care, thrive in a technology-rich environment, and want to contribute to something bigger- Cochlear is the place for you. Join us and help connect people to a world of sound.