Job Title: Service Excellence Co-ordinator
Location: Theale, Berkshire
Hours: 37.5 hours per week, on a shift basis, between the hours of 07:30 to 20:00 Monday to Friday (or as otherwise agreed from time to time).
Job Type: 12 month fixed term contract
Salary details available upon application
The Company:
Our client is the leading service provider of equipment solutions to the NHS and private hospital groups in the UK. They have over 20 years of experience within their field and offer a vibrant environment that promotes personal growth and development.
The role:
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.
You will work as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures.
Coordinate 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
Set client expectations and strive 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 and coordinate email traffic within the central shared inboxes
Essential skills:
Excellent verbal communication
Excellent written communication
Excel, Word and Outlook
Self-motivated with a flexible can-do attitude
Experience required:
Ideally candidates will have worked in a call centre environment
Have experience of understanding and monitoring service level agreements
Ability to recover customer conflict through the use of positive language
The successful applicant must agree to an Enhanced Disclosure under the Disclosure Barring Service Records Bureau procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report.
The Benefits:
Private Healthcare
Employees Assistance Programme
Salary sacrifice pension
Electric car scheme
Cycle to work scheme
Great working environment
Does this role sound like you? We would love to hear from you. Please call us for more information or email your CV