Customer Care Coordinator - 12 Months FTC
One to One Personnel
Theale, Reading, UK
Published 5 months ago
Permanent
Customer Care Coordinator – 12 Months FTC
Theale, Berkshire
You must have at least 2 -3 years UK based work experience to be considered for this role.
Our client is the leading service provider of Managed Equipment Services (MES) for the NHS and the private health sector in the UK. They are currently looking for a Customer Care Coordinator to join their team based in Theale to cover a 12 month FTC.
To be considered for this role you must have outstanding customer service experience, have excellent written and verbal communication skills and possess intermediate Excel, Word and Outlook knowledge.
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
Desirable Qualifications
NVQ 1-4 Customer Service
Vocational Customer Service Certificate
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
Essential Experience
Working in a call centre environment
Ability to manage multiple stakeholders simultaneously
Desirable Experience
Understanding and monitoring service level agreements
Ability to recover customer conflict through the use of positive language
An understanding of medical equipment
Benefits
Royal London Pension - 5% employer contribution
Death in Service Scheme after probation - 4 times salary
Maternity - 21 weeks full enhanced maternity pay; this is inclusive of Statutory Maternity pay. Plus, after the employee has returned from Maternity Leave for 3 months, a 10% bonus will be paid, (with a commitment to work for 6 months plus)
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 us at One to One Personnel on (phone number removed) or forward your CV to (url removed)
Theale, Berkshire
You must have at least 2 -3 years UK based work experience to be considered for this role.
Our client is the leading service provider of Managed Equipment Services (MES) for the NHS and the private health sector in the UK. They are currently looking for a Customer Care Coordinator to join their team based in Theale to cover a 12 month FTC.
To be considered for this role you must have outstanding customer service experience, have excellent written and verbal communication skills and possess intermediate Excel, Word and Outlook knowledge.
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
Desirable Qualifications
NVQ 1-4 Customer Service
Vocational Customer Service Certificate
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
Essential Experience
Working in a call centre environment
Ability to manage multiple stakeholders simultaneously
Desirable Experience
Understanding and monitoring service level agreements
Ability to recover customer conflict through the use of positive language
An understanding of medical equipment
Benefits
Royal London Pension - 5% employer contribution
Death in Service Scheme after probation - 4 times salary
Maternity - 21 weeks full enhanced maternity pay; this is inclusive of Statutory Maternity pay. Plus, after the employee has returned from Maternity Leave for 3 months, a 10% bonus will be paid, (with a commitment to work for 6 months plus)
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 us at One to One Personnel on (phone number removed) or forward your CV to (url removed)