Customer Care Coordinator

Are you an experienced Customer Care Coordinator with a strong background in call centre environments? This is a fantastic opportunity to join a high-performing team dedicated to delivering exceptional customer service in the healthcare service delivery sector. Our client, a market-leading provider of Managed Equipment Services (MES) to the NHS and private healthcare sector across the UK, is seeking Customer Care Coordinators to join their team based at their HQ in Theale, Berkshire on a FTC Maternity Cover.

To be considered for this role, you must have a minimum of 3 years’ UK based experience in a call centre/customer service role. Have outstanding verbal and written communication skills and have a strong commitment to customer satisfaction and service excellence.

Shift Patterns (all shifts include a 30-minute lunch):

• Tuesday to Saturday: 12:00pm – 8:00pm
• Sunday to Thursday: 12:00pm – 8:00pm

Initial training will be conducted on-site at the Theale office, once training is completed, the role becomes hybrid with flexibility on workdays. Weekend shifts will be remote.

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 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.

Required Skills & Experience:

• 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.
• Working in a call centre environment.
• 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.
• NVQ 1-4 Customer Service (Desirable).
• Vocational Customer Service Certificate (Desirable).

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).