Customer Service Administrator

This is an incredible opportunity to work for a forward-thinking community equipment services provider, who'll support you to be the best you can be in your chosen field. Join us as our new Customer Services Coordinator at Medequip Assistive Technology Ltd and let us empower you to truly make a difference.

Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred support. You'll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip's values.

Medequip is the leading provider of medical equipment services to local authorities and the NHS across the UK, delivering a wide range of equipment and support to people in their own homes, keeping people independent for longer.

As the Customer Services Coordinator for Medequip Assistive Technology Ltd, you will be the first point of contact for our service users, their family and health providers, ensuring that the correct product, in the correct condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame, to the agreed specification. You will be key in ensuring our customer experience levels are exceptional at this first point of contact.

Your day-to-day responsibilities will include, but not be limited to:

• Managing inbound and outbound calls, liaising with service users, their families, and prescribers.
• Booking all delivery rounds in advance for Technicians and Service Engineers.
• Ensuring all client and delivery details are correct and up to date, adding updated notes to the system where necessary.
• Ensuring emergency jobs are actioned promptly by clearly relaying requirements to Technicians and the warehouse team.
• Answering emails, queries, and complaints within Medequip agreed timeframes to an exceptional standard.
• Assessing Technicians' workloads to ensure daily jobs are varied, balanced, and evenly distributed.
• Demonstrating empathy and patience, remaining calm under pressure, and maintaining a positive and professional attitude in challenging situations.
• Managing complaints from start to finish, including conducting full investigations, liaising with depot staff, and ensuring appropriate resolution.
• Creating and implementing action plans based on complaint outcomes and customer feedback, identifying learnings and improvement opportunities.
• Completing complaint investigations in collaboration with depot teams and documenting findings clearly.
• Taking accurate minutes/notes during meetings and ensuring actions are recorded and followed up.

Above all, you will identify and align with our company values:

• We keep our promises.
• We empower people to be accountable for their actions and performance.
• We help people with empathy, courtesy, dignity and kindness.
• We show respect and are trusted by our colleagues, suppliers and customers.
• We believe in teamwork and are passionate about our work.
• We encourage innovation and the development of technology.
• We embrace change and seek to achieve excellence.
• We deliver cost effective, efficient and safe healthcare solutions.

Qualifications And Experience Required:

• Some experience in a customer service focussed role within a similar industry is desirable.
• IT and Microsoft Office proficient.

What We Offer:

• 29 days holiday moving to a max of 33 days (inclusive of Bank Holidays).
• Continued professional development, training and learning support and opportunities for career progression.
• Pension scheme.
• Healthcare scheme.
• Life assurance.
• Cycle to work scheme.
• Care First employee assistance program including free counselling.
• Access to Perkbox discount platform.
• Free uniform.
• Free DBS check.

We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip's Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

This role may be subject to an enhanced DBS disclosure and satisfactory references. This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.

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