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Customer Care Coordinator

Theale, Berkshire | Hybrid | Shift Pattern | 37.5 Hours

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.

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 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

Required Skills & Experience

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)