Overview
Cochlear is a global leader in implantable hearing solutions. As a Customer Service Coordinator - Cochlear Care, you will be the trusted first point of contact for customers (recipients and clinics), providing timely, empathetic, and technically informed support. This role supports Cochlear products and services, handling a range of queries from product troubleshooting and Bluetooth connectivity to order processing, clinical documentation, and onboarding support. You will collaborate with field teams and clinical experts to resolve issues and maintain high standards of customer care.
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, adapting communication for diverse needs (e.g., hearing impaired, mobility or visually impaired, learning difficulties).
* Order & System Management: Confirm product orders, manage invoicing, and ensure compliance with country-specific procedures.
* Maintain recipient records and ensure smooth onboarding to programs and online store platforms.
* Administer replacements and returns.
* Accurate data management for service products, Cochlear Care, and Travel Loaner program.
* 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 the 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 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 are motivated by helping others.
* 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.
* Meaningful Work: Help people regain their hearing and reconnect with life.
* World-Class Training: Ongoing product and professional development.
* Career Growth: Opportunities to grow in a global leader in hearing technology.
* Employee Engagement: Participate in workshops, customer events, and learning initiatives.
Benefits
* Comprehensive Benefits Package (details provided at interview).
* Company pension.
* Yearly salary review.
* Group Life Insurance.
* Group Income Protection.
* Employee Referral Bonus.
* Service Anniversary Reward.
* Cycle to work scheme.
* Vitality health care.
* Free use of gym on business park and paid exercise classes available.
Equal Opportunities
Cochlear is committed to providing equal opportunities and to avoiding unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age. We strive to ensure a harassment- and bullying-free work environment where everyone is treated with dignity and respect.
Application
To apply, click the APPLY button below. If you are passionate about delivering outstanding customer care in a technology-rich environment and want to contribute to something bigger, Cochlear is the place for you.
J-18808-Ljbffr