Customer Services Coordinator

Cochlear; Addlestone; On-site; GBP 23,000 - 30,000; Full time

Job summary

Cochlear in the United Kingdom is seeking a Customer Service Coordinator to deliver exceptional experiences to recipients, clinics and health professionals. You will be first point of contact across channels, handling enquiries, order management, product and connectivity troubleshooting, and account administration.

Working with clinical, technical, field and internal support teams, you will ensure timely, accurate and compliant service while maintaining data privacy and GDPR standards.

Qualifications

• Experience in customer-facing support roles.
• Strong knowledge of Microsoft Office, especially Excel.
• Clear communication; explain technical information clearly.
• Organised with high accuracy managing multiple enquiries and priorities.
• Ability to work across teams and manage competing priorities.

Responsibilities

• Provide first-line customer, product, technical and administrative support to recipients, clinics, customers and healthcare professionals.
• Respond to enquiries professionally, resolve issues where possible and escalation more complex technical or clinical questions to the relevant teams.
• Support order management, including order confirmation, product availability, invoicing and customer-specific procedures.
• Maintain accurate customer, contract, account and order information across relevant systems, including Oracle, Salesforce and other applications.
• Support recipient registration, program enrolment, online store onboarding, consent management and welcome information for new recipients.
• Assist with after-sales care, shipping, returns, service, repairs, travel program applications and related customer support activities.
• Use product knowledge to support troubleshooting across devices, accessories, apps, Bluetooth and connectivity queries.
• Handle customer and recipient data securely, ensuring compliance with privacy, GDPR, quality and information security requirements.
• Contribute to knowledge management, process improvements and team deliverables while following relevant quality and safety procedures.

Skills

Customer service

Communication

Organisational skills

Team collaboration

Problem solving

Tools

Excel

Salesforce

Oracle

SAP

Job description

As a Customer Service Coordinator, you will help deliver an exceptional experience to recipients, customers, clinics and healthcare professionals.

You will act as a first point of contact across multiple channels, supporting customer enquiries, order management, product and connectivity troubleshooting, account administration and service requests.

Working closely with clinical, technical, field and internal support teams, you will ensure customers receive timely, accurate and supportive service while maintaining high standards of data accuracy, privacy and compliance.

What you will do:

• Provide first-line customer, product, technical and administrative support to recipients, clinics, customers and healthcare professionals.
• Respond to enquiries professionally, resolve issues where possible and escalation more complex technical or clinical questions to the relevant teams.
• Support order management, including order confirmation, product availability, invoicing and customer-specific procedures.
• Maintain accurate customer, contract, account and order information across relevant systems, including Oracle, Salesforce and other applications.
• Support recipient registration, program enrolment, online store onboarding, consent management and welcome information for new recipients.
• Assist with after-sales care, shipping, returns, service, repairs, travel program applications and related customer support activities.
• Use product knowledge to support troubleshooting across devices, accessories, apps, Bluetooth and connectivity queries.
• Handle customer and recipient data securely, ensuring compliance with privacy, GDPR, quality and information security requirements.
• Contribute to knowledge management, process improvements and team deliverables while following relevant quality and safety procedures.

About You:

• You are customer-focused, empathetic and motivated by providing helpful, professional support.
• You communicate clearly and can explain technical information in a way that is easy to understand.
• You are organised, accurate and comfortable managing multiple enquiries, systems and priorities at the same time.
• You enjoy solving problems, learning about products and working collaboratively with customers, clinics and internal teams.
• You are sensitive to the needs of recipients and customers, and you take privacy, confidentiality and compliance seriously.

Required Skills & Experience:

• Previous customer service experience or experience in a customer-facing support role.
• Strong working knowledge of Microsoft Office applications, particularly Excel
• Strong communication skills, with the ability to explain technical information clearly to different audiences.
• Experience handling customer enquiries and resolving issues in a professional and timely manner.
• Strong administrative and organisational skills, with high accuracy and attention to detail.
• Confidence using multiple systems and applications to manage customer information and processes.
• Ability to work collaboratively across teams and manage competing priorities.
• Strong technical aptitude and willingness to learn and troubleshoot medical devices, mobile applications and connectivity solutions.
• Understanding of data privacy, confidentiality, GDPR and information security requirements.

Desired Skills:

• Experience supporting healthcare products, medical devices or other technical products.
• Knowledge of CRM or ERP systems such as Salesforce, Oracle or SAP.
• Experience working in a regulated healthcare, medical device or clinical environment.
• Strong customer focus, problem-solving skills and commitment to delivering high-quality customer experience.
• Empathy and sensitivity when supporting recipients with diverse needs and circumstances.
• Self-motivated, adaptable and able to work effectively in a fast-paced environment.

Location & Working Pattern :

• This is a 100% office-based position. Remote working is not available for this role