Customer Service Coordinator

Equals One Ltd; Ashford; On-site; GBP 26,000; Full time

Job description

Customer Service Coordinator

Salary A£25,626 dependent on skills and experience

40 hours per week

Wheelchair Service Centre Ashford, TN23 6LL

Purpose of Job

To help create an efficient and effective, friendly and courteous day to day customer Service department. Your role may include:

Main duties and responsibilities

1. Raising orders: Responsible for entering orders immediately onto the computer system in an effective manner when a request is received from a service user, carer, family member or prescriber via telephone or email.
2. Scheduling of orders: Responsible for making contact with service users and agreeing a convenient delivery/collection/repair date within the company KPIs.
3. Engineers daily schedule: Responsible for ensuring engineers are booked daily to capacity.
4. Communication: Responsible for answering daily calls within a busy department in a courteous/friendly manner and ensuring excellent customer service is always provided. Answering and resolving all queries and enquiries to an effective solution/outcome in all cases. Communicating any issues that cannot be resolved by yourself to the Customer Service Manager.
5. Administration: Responsible for the daily efficient running of all administrative operational systems within the service, in line with Ross Care procedures.
6. Clinical bookings: Responsible for booking of clinical appointments from waiting list and ensuring clinicians are booked to capacity in line with company KPIs.
7. General: You will be assigned to specific areas or tasks associated with Customer Service, but may be asked to assist in other areas of the service centre. Flexibility is therefore required to ensure that the service remains effective and efficient and to manage and cover the other staff in their absence.

Undertake the job inline with company competencies as follows:

1. Achieves business results and adds value to the service.
2. Focuses on internal and external customers.
3. Builds and maintains effective teamwork with colleagues.
4. Embraces change.
5. Perform duties according to all company policies, procedures and instructions.

This Job description shall not limit your role, you will also be asked to carry out other duties that your Line Manager feels are within your capabilities and skill set. The above information may not cover everything involved in the position but indicates the size and scope of the role. This may be subject to change as the role develops.

Key Performance Indicators

1. Orders processed with accuracy.
2. Queries, enquiries and complaints resolved with excellent customer service.
3. Completed orders processed in a timely manner.

Person Required

Skills

1. Excellent Customer Service Skills
2. Excellent communication Skills to interact with internal staff and departments, Prescribers and Service Users
3. Must be able to work off their own initiative as well as part of a team.
4. Computer Literate with good working Knowledge of word and Excel.
5. Excellent telephone manner
6. Excellent organisational skills with a good eye for detail.
7. An enthusiastic and motivated individual who strives to succeed.
8. Must be flexible, adaptable and positive in their approach to work.

Knowledge

1. Previous experience within a busy customer service department
2. Previous experience of administration, IT, order processing and scheduling of workloads would be a huge advantage.
3. Experience with a similar type of role would be beneficial.

Qualifications

Qualified to GCSE level or equivalent.

INDLS