Customer Service Coordinator
Hours: Full time, (Monday to Friday) 8:00 am - 5:00 pm
Salary: £25,522 a year + Benefits
Location: Eastbourne - Free parking
We are currently looking for a full-time Customer Service Administrator to join the team within our East Sussex Wheelchair Service centre based in Eastbourne. Day to day, you will handle calls from our service users, family members, and healthcare professionals acting as the first point of contact for any queries or orders regarding our community healthcare equipment.
As a wheelchair provider, Ross Care works in partnership with the NHS to supply the necessary equipment to support people in their day-to-day life, which can make a significant impact in giving people the confidence to live more independently.
The Role
* Communication: Responsible for answering daily calls and emails in a courteous and friendly manner.
* Communicating any issues with orders to the customer service supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases.
* Scheduling/Entering/Monitoring of Orders: Responsible for entering orders immediately onto the computer system in an effective manner when the order is received via a user, carer, or family, or from a prescriber. Responsible for making contact with service users and agreeing on suitable delivery/collection/service time.
* Responsible for scheduling, updating, and closing the orders within set time frames.
* Appointments: To assist with the arrangement of booking appointments with clients, next of kin, carers, suppliers.
* Queries/Enquiries: Responsible for dealing with all queries from prescribers, service users, carers, and colleagues.
* Administration: Responsible for the daily efficient running and accounting of all administrative operational systems within the repair and clinical areas of the customer service.
* Hardware: Ensure that the IT equipment is maintained and functional. Responsible for the safekeeping of your own computer.
* General: Responsible for helping out in the required area of the customer service. Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.
Undertake the job in line with Ross Care competencies as follows:
* Achieves business results and adds value to the service
* Focuses on internal and external customers
* Builds and maintains effective teamwork with colleagues
* Embraces change, stays calm, and professional at all times
* Perform duties according to all Company policies, procedures, and instructions.
About You
* Strong experience within a similar busy and fast-paced environment with telephone customer service experience being beneficial
* Excellent communication skills and the ability to empathize. Calm under pressure.
* Previous administration and diary management experience is advantageous
* Professional and confident manner over the telephone and via email.
* Good attention to detail, accuracy, and the ability to multitask.
* Competent IT skills with an ability to learn new systems
* Qualified to GCSE level or equivalent
* An enthusiastic, motivated, positive, and approachable individual who strives to succeed.
What can we offer you?
* Permanent, full-time contract after the probationary period (6 months)
* 25 days holiday FTE, (plus Bank Holidays)
* Company Pension Scheme
* Life Assurance
* Free on-site parking
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