Customer Service Coordinator

Rosscare; Welwyn Garden City; Hybrid; GBP 10,000 - 40,000; Part time

Job summary

A customer service organization is seeking a part-time Customer Service Coordinator to be based in Welwyn Garden City. The role involves managing customer queries, processing orders, and ensuring effective communication with service users and staff. Successful candidates will demonstrate excellent communication and organizational abilities. This is a hybrid role with training at the local office and subsequent remote work opportunities.

Qualifications

• Must have previous experience in a busy customer service department.
• Experience of administration and order processing is required.
• Experience in a similar role is beneficial.

Responsibilities

• Respond to customer calls and emails courteously.
• Enter and schedule orders in the computer system.
• Assist with booking appointments with clients and service users.
• Handle queries from prescribers, service users, and staff.
• Maintain daily administrative operations and accounting records.

Skills

Excellent communication skills

Ability to work independently and as part of a team

Computer literate with knowledge of Word and Excel

Excellent telephone manner

Excellent organizational skills

Education

GCSE level or equivalent

Qualification in IT or administration

Job description

Customer Service Coordinator (WCS)
Location: Welwyn Garden City
Training will be carried out at Welwyn until 26 February then Work from home/Hybrid.
Part time – 20 hours per week – Mon Fri 08:30–12:30pm
Salary: £12.32 per hour

Purpose of Job

To help create an efficient and effective, friendly and courteous day‑to‑day customer service/order processing department.

Main Duties and Responsibilities

• Communication – Respond to daily calls and emails in a courteous/friendly manner, and communicate any unresolved issues to the supervisor.
• Scheduling/Entering/Monitoring of Orders – Enter orders immediately into the computer system, confirm delivery/collection/service times with service users, and schedule, manifest and close orders within set time frames.
• Appointments – Assist with arranging booking appointments with clients, next of kin, carers and suppliers.
• Queries/Enquiries – Deal with all queries from prescribers, service users, carers and service centre staff.
• Administration – Run the daily administrative operations efficiently and keep accounting records up to date.
• Hardware – Maintain and safeguard IT equipment and safekeeping of own computer.
• General – Support any area of the service centre, covering for other staff when required.
• Competencies – Undertake the job in line with Ross Care competencies, including achieving business results, focusing on internal and external customers, building teamwork, embracing change and performing duties according to all Company policies, procedures and instructions.

Key Performance Indicators

• Orders processed accurately on the system.
• Queries, enquiries and complaints resolved.
• Completed orders processed in a timely manner.
• Telephone calls and emails answered quickly and efficiently within set NHS KPIs.

Person Required

Skills

• Excellent communication skills to interact with internal staff, prescribers and service users.
• Ability to work independently as well as part of a team.
• Computer literate with good working knowledge of Word and Excel.
• Excellent telephone manner.
• Excellent organisational skills and eye for detail.

Knowledge

• Previous experience within a busy customer service department.
• Previous experience of administration, order processing and scheduling of workloads.
• Experience with a similar type of role would be beneficial.

Qualifications

• Qualified to GCSE level or equivalent.
• Any other qualification in IT or administration would be an advantage.

Other

• An enthusiastic and motivated individual who strives to succeed.
• Must be flexible, adaptable and positive in their approach to work.