Customer Care Coordinator – 12 month Fixed Term Contract
We are looking for Customer Service Coordinator to support our client at their site in Theale, Berkshire, based in their Digital Imaging and Biomed departments.
Ideal candidates will have experience of working in a call centre, delivering excellent customer service and have outstanding administration and communication skills.
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
The Role
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 workflow 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 an 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
Essential Skills
Excellent verbal communication
Excellent written communication
Intermediate IT skills to include Excel, Word and Outlook
Self-motivated with a flexible can do attitude
Good inter-personal skills, must be able to work as part of a team as well as individually
Experience
Working in a call centre environment - Essential
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 – Essential
Job details
12 Month Fixed Term Contract
Parking on-site
Monday to Friday 37.5 hours per week
Hours per week are on a shift basis between the hours of 7.30 to 20.00 Monday to Friday (Usual shifts are 8am-4pm, 9am-5pm, 10am-6pm)
Competitive hourly rate
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 us at One to One Personnel on (phone number removed) or forward your CV to