Customer Care Representative

Siemens Aktiengesellschaft; Camberley; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

26 days annual leave

Holiday buy option

Pension contribution 10%

Annual bonus

Share plans

Private medical & dental insurance

Volunteer days

EAP

Learning & development

Job summary

Siemens Healthineers in Camberley is seeking a Customer Care Representative to join our Customer Care Centre. You'll be the first point of contact for hospital and healthcare provider enquiries, coordinating engineers and support teams to ensure timely resolutions.

The role involves logging cases, scheduling engineers, managing spare parts, and updating customers on service activity. Flexibility around extended hours and weekend cover is expected, with a weekly rotating shift pattern.

Qualifications

• Previous customer service, contact centre, coordination or service support experience.
• Excellent communication and problem-solving skills.
• Confidence dealing with customers over the phone and by email.

Responsibilities

• Logging and updating cases accurately within service management systems.
• Scheduling and coordinating engineer activities.
• Routing technical issues to the appropriate support teams.
• Managing spare parts and equipment orders.
• Providing updates to customers on service activity and resolutions.
• Handling urgent and escalated situations professionally.
• Working across multiple systems while maintaining high levels of accuracy.
• Supporting healthcare providers and ensuring an excellent customer experience.

Skills

Customer service

Communication

Problem solving

IT skills

Multi-tasking

Teamwork

Tools

SAP

Job description

We're looking for a Customer Care Representative to join our Customer Care Centre in Camberley. This is a fast-paced, customer-focused role supporting hospitals and healthcare providers across the UK. Every day, you'll help ensure vital medical equipment stays operational so healthcare professionals can continue delivering exceptional patient care., As a Customer Care Representative, you'll be the first point of contact for customer enquiries and service requests. You'll work closely with engineers, technical support teams and healthcare customers to ensure requests are handled quickly, accurately and professionally.,

• Logging and updating cases accurately within our service management systems
• Scheduling and coordinating engineer activities
• Routing technical issues to the appropriate support teams
• Managing spare parts and equipment orders
• Providing updates to customers on service activity and resolutions
• Handling urgent and escalated situations professionally
• Working across multiple systems while maintaining high levels of accuracy
• Supporting healthcare providers and ensuring an excellent customer experience
  We are looking for people who enjoy working in a busy environment and who can stay calm under pressure.

Experience with SAP would be an advantage but is not essential.

You’ll be successful if you have:

• Previous customer service, contact centre, coordination or service support experience
• Excellent communication and problem-solving skills
• Confidence dealing with customers over the phone and by email
• Strong IT skills and experience working across multiple systems
• The ability to manage competing priorities and work at pace
• A positive, adaptable and team-focused approach

We would particularly love to hear from people who have experience in:

• Customer service or contact centres
• Service coordination or scheduling
• Healthcare administration
• Logistics or operations support
• Retail or hospitality environments where customer service and multitasking are critical

Most importantly, we’re looking for people with the right attitude, energy and willingness to learn!

Siemens Healthineers is a leading global medical technology company with more than 73,000 employees across 70+ countries. Every day, approximately 5 million patients worldwide benefit from our technologies and services. Join us and be part of a team that’s helping improve healthcare outcomes for patients around the world. We care deeply about our people, our customers and the patients who rely on us every day.

Shifts supports 7 days operation. The primary working pattern for this role is a weekly rotating shift arrangement, which forms the core contracted hours:

• Week 1: 08:00 - 16:00
• Week 2: 10:00 - 18:00

In addition to these core hours, a degree of flexibility is required to support business needs. This may include:

• Providing cover until 20:00 on a rotational basis during periods of increased workload, annual leave, or other employee absences.
• Participating in weekend and bank holiday cover on a rotational basis, where required.

Candidates should be aware that while the weekly rotating shift pattern represents the standard working arrangement, flexibility to support extended operating hours and service requirements is an essential aspect of the role.

We offer a competitive salary and benefits package, including:

• 26 days' annual leave
• Option to buy up to 10 additional holiday days
• Up to 10% employer pension contribution
• Annual bonus opportunity
• Employee share plans
• Private medical and dental insurance options
• Two paid volunteering days each year
• 24/7 Employee Assistance Programme
• Ongoing learning and development opportunities
• Salary of 29,000 Sterling gross per annum.