Overview
Job Title - Customer Service Advisor Equipment Line- Out of hours, Location Rossendale
Key Responsibilities
* Support the delivery of customer service KPIs, maintaining service standards.
* Adhere to all company customer service processes, using IT systems effectively.
* Ensure all email communications are clear, accurate, and timely.
* Liaise with customers, prescribers, and operational teams to provide an excellent customer experience, promoting continuous improvement.
* Book rounds to full technician capacity in line with scheduling requirements.
* Process and update orders, ensuring accuracy and maintaining clear notes.
* Action emergencies promptly and within agreed timeframes.
* Manage allocations and on-reviews effectively.
* Complete invoice checklists accurately.
* Process new and recycled special equipment requests.
* Coordinate subcontractor works where required.
* Manage site-specific respiratory orders.
* Investigate, respond to, and record complaints, maintaining the complaints database.
* Carry out customer feedback calls or postal follow-ups (minimum one per day per contract).
Skills & Experience Required
* Proven experience in a customer service or contact centre role (healthcare, equipment, or OOH service desirable).
* Strong IT skills with the ability to use multiple systems confidently.
* Excellent written and verbal communication skills.
* Strong organisational and time management abilities, with attention to detail.
* Ability to remain calm under pressure and manage emergencies effectively.
* A proactive and solutions-focused approach to problem-solving.
* Understanding of safeguarding principles and commitment to equality and diversity.
* Must have, or be willing to undergo, a DBS check.
Hours, Pay & Benefits
* Monday Friday fixed weekly rota:
o 8:00am 5:00pm
o 9:00am 6:00pm
o 10:00am 7:00pm
* Shifts will include working on Bank Holidays
* Pay: £12.27 per hour
* Free on-site car parking
* Opportunities for training and career progression
If this job sounds of interest, we d love to hear from you!
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