Customer Services Coordinator

C40 Cochlear Europe Limited (UK); Addlestone; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

25 days holidays

Company pension

Flexible working patterns

Remote work up to 40% per week

Yearly salary review

Group Income Protection

Employee Referral Bonus

Cycle to work scheme

Vitality health care

Job summary

Cochlear Europe Limited (UK) is seeking a proactive customer service professional to provide first-line support to recipients, clinics and healthcare professionals. You will resolve enquiries, manage orders, and ensure accurate information across Oracle, Salesforce and other systems.

You will handle registrations, onboarding and after-sales care in a regulated healthcare environment. You will communicate clearly, work across teams, protect data privacy, and contribute to process improvements

Qualifications

• Experience in customer-facing support roles.
• Proficient with Microsoft Office, especially Excel.
• Clear communication skills to explain technical info to diverse audiences.
• Experience handling inquiries and resolving issues professionally and promptly.
• Strong organizational skills with attention to detail.
• Comfort with using multiple systems to manage data and processes.
• Ability to collaborate across teams and manage competing priorities.
• Technical aptitude and willingness to learn medical devices, apps and connectivity.
• Understanding of data privacy, confidentiality and information security requirements.

Responsibilities

• Provide first-line customer, product, technical and administrative support to recipients, clinics, customers and healthcare professionals.
• Respond to inquiries professionally, resolve issues where possible and escalate complex questions.
• Support order management, including order confirmation, product availability, invoicing and procedures.
• Maintain accurate customer, contract, account and order information across systems.
• Support recipient registration, programme enrolment, onboarding and consent management.
• Assist with after-sales care, shipping, returns, service and repairs.
• Use product knowledge to support troubleshooting across devices, apps and connectivity.
• Handle customer data securely in line with privacy and compliance requirements.
• Contribute to knowledge management and process improvements while following quality procedures.

Skills

Customer service

Excel

Communication

Issue resolution

Administration

Systems familiarity

Teamwork

Technical aptitude

Data privacy

Tools

Salesforce

Oracle

SAP

Job description

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.

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 escalate 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, programme 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.

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

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.

Our growth is creating great opportunities! Our team is expanding and we want to hire the most talented people we can. Continued success depends on it. So once you've had a chance to explore our current open positions, apply to the ones you feel suit you best and keep track of both your progress in the selection process, and new postings that might interest you!

We’re the global leader in implantable hearing solutions. We have provided more than 600,000 implantable devices, helping people of all ages to lead full and active lives. We help people hear and be heard. We empower people to connect with others and live a full life. We help transform the way people understand and treat hearing loss. We innovate and bring to market a range of implantable hearing solutions that deliver a lifetime of hearing outcomes.