Customer Service Coordinator, Cochlear Care

Cochlear; Addlestone; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

Ein innovatives Unternehmen sucht einen Customer Service Coordinator, um Menschen zu helfen, die mit Hörverlust kämpfen. In dieser Rolle sind Sie die erste Anlaufstelle für Kunden und bieten technischen Support sowie empathische Hilfe. Sie werden die Möglichkeit haben, mit einem engagierten Team zusammenzuarbeiten und einen echten Unterschied im Leben der Menschen zu machen. Wenn Sie eine Leidenschaft für Kundenservice und Technologie haben, ist dies die perfekte Gelegenheit für Sie, Teil eines dynamischen Teams zu werden, das sich für die Verbesserung der Lebensqualität einsetzt.

Benefits

25 Tage Urlaub plus UK Feiertage

Betriebliche Altersvorsorge

Flexibles Arbeiten

Jährliche Gehaltsüberprüfung

Gruppenlebensversicherung

Gruppeneinkommensschutz

Mitarbeiterempfehlungsbonus

Belohnung für Dienstjahre

Fahrrad zur Arbeit Programm

Vitality Gesundheitsversorgung

Qualifications

• Erfahrung im Kundenservice und technischem Support in einem medizinischen Umfeld.
• Fähigkeit, sich an unterschiedliche Kundenbedürfnisse anzupassen.

Responsibilities

• Erster Ansprechpartner für technische und produktbezogene Anfragen.
• Verwaltung von Bestellungen und Sicherstellung der Datenintegrität.

Skills

Kundenservice

Technisches Problemlösen

Kommunikationsfähigkeiten

CRM-Systeme (Salesforce, Oracle)

Microsoft Office (Word, Excel, Outlook)

Education

NVQ Level 2 in Customer Service

Tools

Salesforce

Oracle

Job description

Customer Service Coordinator, Cochlear Care page is loaded

Customer Service Coordinator, Cochlear Care

Apply locations Addlestone, United Kingdom time type Full time posted on Posted Yesterday job requisition id R-621465

Change people’s lives and love what you do! Cochlear develops world-leading medical devices that help people hear and be heard. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear or acoustic implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.

Customer Service Coordinator – Cochlear Care
Location: Office-Based – UK Addlestone (Full-Time)

About us:
At Cochlear, we are driven by a singular purpose: to help people hear and be heard. As the global leader in implantable hearing solutions, we empower individuals of all ages to overcome hearing loss and reconnect with life. With over 40 years of innovation and collaboration with hearing professionals and patients, our technology has changed the lives of over 700,000 people worldwide.

Our success is built on a deep commitment to improving the lives of recipients and supporting clinics, caregivers, and partners. Every employee at Cochlear contributes to this mission—and this is your opportunity to be a part of it.

About the Role:

As a Customer Service Coordinator – Cochlear Care, you will be the trusted first point of contact for our customers—recipients and clinics—providing timely, empathetic, and technically informed support. Your role is essential in ensuring that every customer feels heard, valued, and guided through their journey with Cochlear products and services. You will handle a range of queries—from product troubleshooting and Bluetooth connectivity to order processing, clinical documentation, and onboarding support. You’ll also collaborate closely with field teams and clinical experts to resolve complex issues and maintain a high standard of customer care.

Key Responsibilities:

Customer & Product Support
• Serve as the primary contact for technical, product, and clinical enquiries across phone, email, face to face and digital channels
• Troubleshoot device and connectivity issues, especially Bluetooth/app-related queries
• Deliver empathetic, recipient-focused support, adjusting communication to meet diverse needs (e.g. hearing impaired, mobility or visually impaired, learning difficulties)

Order & System Management
• Confirm product orders, manage invoicing and compliance with country-specific procedures
• Maintain recipient records and ensure smooth onboarding to programs and online store platforms
• Administer replacements, and returns

· Accurate Data management for our service products, Cochlear Care and Travel Loaner programme

Cross-Team Collaboration
• Liaise with internal Cochlear Field Teams and UK Clinical Helpline to escalate cases as needed
• Coordinate with Cochlear Care clinics to refer recipients for in-person clinical follow-up
• Attend national meetings, training sessions, and customer events to support our broader mission

Data Integrity & Compliance
• Ensure recipient data is accurate, up to date, and handled in compliance with GDPR and privacy regulations
• Contribute to knowledge base development and documentation of FAQs and troubleshooting insights

Your Profile:
To be successful in this role, you bring a unique blend of technical acumen, customer service excellence, and a deep understanding of human needs. You thrive in an environment that blends healthcare with technology, and you are motivated by helping others.

You will have:

• NVQ Level 2 in Customer Service or equivalent professional experience
• Previous experience in a medical device, healthcare, or NHS-related setting is highly advantageous
• Proven technical problem-solving skills, especially around device connectivity and app integration
• Proficiency with CRM and ERP systems such as Salesforce and Oracle
• Excellent communication and relationship-building skills
• High level of deaf awareness and ability to adapt to customer needs
• Proficiency in Microsoft Word, Excel, Outlook, and data systems
• Flexibility to travel occasionally for training and customer events

Why Join Cochlear?

• Meaningful Work: Help people regain their hearing and reconnect with life
• World-Class Training: Ongoing product and professional development
• Inclusive Culture: Work in a supportive, mission-driven environment
• Career Growth: Opportunities to grow in a global leader in hearing technology
• Employee Engagement: Participate in workshops, customer events, and learning initiatives
• Comprehensive Benefits Package (details provided at interview)

Apply Now!! If you’re passionate about delivering outstanding customer care, thrive in a technology-rich environment, and want to contribute to something bigger—Cochlear is the place for you. Join us and help connect people to a world of sound.

Why choose us?

For 40 years, Cochlear has been creating reliable products that continue to keep people connected to the world and to each other. We help people of all ages to hear in more than 180 countries around the world. Our technology connects people to life's possibilities and to the people who matter most. We have over 4000 employees globally dedicated to improving people's lives. To date, we have Invested over $2billion AUD in research and development.

Cochlear Offers You:

Competitive salary

25 days holidays (plus UK Bank Holidays)

company pension

flexible working patterns and the possibility to work remotely up to 40% per week

yearly salary review

Pension scheme

Group Life Insurance

Group Income Protection

Employee Referral Bonus

Service Anniversary Reward

Cycle to work scheme

Vitality health care

Medicash cashplan

free use of gym on business park and paid exercise classes available

This is your chance to be part of a premier organization with a great culture, working in a dynamic, growing and rapidly evolving environment to deliver outstanding results that benefit our customers every day. If you feel that you have the skills and experience to be successful in this role and take on new challenges to build your career with Cochlear, please start your application by clicking the APPLY button below!

Equal opportunities

Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age.

In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment.