Customer Care Coordinator

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)