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- Tasks: Deliver exceptional customer service and manage client relationships in a fast-paced environment.
- Company: Join a leading provider of Managed Equipment Services for the NHS and private healthcare across the UK.
- Benefits: Enjoy hybrid working, private healthcare, and perks like an electric car scheme and cycle to work.
- Why this job: Be part of a dynamic team focused on continuous improvement and making a real impact in healthcare.
- Qualifications: Must have 3 years of UK call centre experience and excellent communication skills.
- Other info: Training is at the head office; weekends are work from home.
The predicted salary is between 28800 - 43200 £ per year.
Theale, Berkshire 12pm to 8pm Sunday to Thursday Hybrid
Create exceptional experiences as a Customer Care Coordinator – Have you got experience working in a call centre environment and have outstanding written and verbal communication?
Our client, a leading provider of Managed Equipment Services (MES) to the NHS and private healthcare sector across the UK, is looking for an experienced and motivated Customer Care Coordinator to join their fast-paced team in Theale, Berkshire.
To be successful, you ll need at least 3 years of UK-based relevant experience and the confidence to deliver clear and professional communication every time.
During training you will be based at their head office in Theale, after training the role will be hybrid (hybrid days negotiable however weekends will be WFH)
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
Key Accountabilities
- 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 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
- Setting client expectations and striving 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
- 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 & Desirable Experience
- Working in a call centre environment – Essential
- Ability to manage multiple stakeholders simultaneously – Essential
- Understanding and monitoring service level agreements – Desirable
- Ability to recover customer conflict through the use of positive language – Desirable
- An understanding of medical equipment – Desirable
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
- Adaptability to change
- Good inter-personal skills, must be able to work as part of a team as well as individually
Desirable Qualifications
- NVQ 1-4 Customer Service
- Vocational Customer Service Certificate
Benefits
- Private Healthcare
- Employee Assistance Programme
- Salary Sacrifice Pension Scheme
- Electric Car Scheme
- Cycle to Work Scheme
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 Louise at One to One Personnel or forward your CV to (url removed)
#J-18808-Ljbffr
Customer Care Coordinator employer: One to One Personnel
Contact Detail:
One to One Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Coordinator
✨Tip Number 1
Familiarise yourself with the company and its services. Understanding their role in the NHS and private healthcare sector will help you tailor your conversations during interviews, showcasing your genuine interest in their mission.
✨Tip Number 2
Brush up on your call centre experience by preparing examples of how you've handled customer enquiries and resolved conflicts. Be ready to discuss specific situations where you exceeded customer expectations or improved service delivery.
✨Tip Number 3
Highlight your ability to manage multiple stakeholders. Think of instances where you successfully coordinated between different teams or clients, as this is crucial for the Customer Care Coordinator role.
✨Tip Number 4
Demonstrate your adaptability and willingness to learn. Since the role involves a hybrid working model, showing that you can thrive in both office and remote settings will make you a more attractive candidate.
We think you need these skills to ace Customer Care Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in a call centre environment and showcases your communication skills. Use specific examples that demonstrate how you've provided outstanding customer service in the past.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Customer Care Coordinator role. Emphasise your ability to manage multiple stakeholders and resolve customer conflicts using positive language.
Highlight Relevant Experience: In your application, clearly outline your 3 years of UK-based relevant experience. Mention any specific achievements or projects that relate to customer care and service level agreements.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at One to One Personnel
✨Showcase Your Call Centre Experience
Make sure to highlight your previous experience in a call centre environment. Be prepared to discuss specific situations where you successfully handled customer inquiries or resolved conflicts, as this will demonstrate your capability for the role.
✨Communicate Clearly and Professionally
Since excellent verbal and written communication skills are essential, practice articulating your thoughts clearly. Use examples from your past roles to illustrate how you maintain professionalism in all communications, especially under pressure.
✨Demonstrate Customer-Centric Mindset
Prepare to discuss how you place customers at the centre of your work. Share instances where you went above and beyond to meet customer needs or improve satisfaction, as this aligns with the company's focus on exceptional service.
✨Familiarise Yourself with Service Level Agreements
Understanding service level agreements (SLAs) is crucial for this role. Brush up on what SLAs entail and be ready to explain how you have monitored or managed them in previous positions, showcasing your ability to ensure compliance and quality service.
