Senior Customer Services Operative (Mat Cover)

Medequip co; Ipswich; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Holiday allowance

PD opportunities

Life assurance

Cycle to work

Employee assistance

Perkbox access

Free uniform

DBS check

Job summary

Medequip Assistive Technology Ltd in Ipswich is seeking a Senior Customer Services Operative (Mat Cover) to provide multi‑skilled support across the customer service team, ensuring a high standard of first contact and efficient call handling.

You will act as second in command to the Team Leader, manage inbound and outbound calls, bookings and data accuracy, and respond to emails and complaints with empathy and professionalism.

Qualifications

• Some experience in a customer service focussed role within a similar industry is desirable.
• IT and Microsoft Office proficient

Responsibilities

• First hand support to our Customer Services Team leader, acting as second in command.
• Managing inbound and outbound calls – liaising with service users, their families and prescribers
• Ownership of the complaints database
• Booking all delivery rounds in advance for Technicians and Service Engineers
• Ensuring all client and delivery details are correct and up to date, adding updated notes to the system where necessary.
• Ensuring emergency jobs are actioned by relaying the requirements to the technicians and warehouse correctly.
• Answering emails, queries and complaints within Medequip agreed timeframes to an exceptional standard.
• Assessing the Technician’s workload to ensure each day’s jobs are varied and evenly distributed

Skills

Customer service

IT literacy

Microsoft Office

Job description

Senior Customer Services Operative (Mat Cover)

Hours: 40 hours per week
Salary: £28,300.00 per annum

This is an incredible opportunity to work for a forward-thinking community equipment services provider, who’ll support you to be the best you can be in your chosen field!

Join us as our new Senior Customer Services OperativeatMedequip Assistive Technology Ltd and let us empower you to truly make a difference.

Our continued employee development programmes, internal training and exceptional leadership will give you the ability to continuously develop yourself professionally whilst providing person-centred support.

You’ll be supported by an excellent team of professional and ever developing co-workers who all identify and align with Medequip’s values.

Who are Medequip?

Medequip is the leading provider of medical equipment services to local authorities and theNHSacross the UK, delivering a wide range of equipment and support to people in their own homes, keeping people independent for longer.

About the role

As the Senior Customer Services Operative for Medequip Assistive Technology Ltd, you will be a multi-skilled operative capable of working across all the operational functions within the Customer Service Team You will be key in ensuring our customer experience levels are exceptional at this first point of contact.

Your day-to-day responsibilities will include, but not be limited to:

• First hand support to our Customer Services Team leader, acting as second in command.
• Managing inbound and outbound calls – liaising with service users, their families and prescribers
• Ownership of the complaints database
• Booking all delivery rounds in advance for Technicians and Service Engineers
• Ensuring all client and delivery details are correct and up to date, adding updated notes to the system where necessary.
• Ensuring emergency jobs are actioned by relaying the requirements to the technicians and warehouse correctly.
• Answering emails, queries and complaints within Medequip agreed timeframes to an exceptional standard.
• Assessing the Technician’s workload to ensure each day’s jobs are varied and evenly distributed
• You will be able to show empathy, patience and remain calm, adopting a positive and appropriate attitude to difficult situations as well as working effectively under pressure.

About you

Above all, you will identify and align with our company values:

• We empower people to be accountable for their actions and performance.
• We help people with empathy, courtesy, dignity and kindness.
• We show respect and are trusted by our colleagues, suppliers and customers.
• We believe in teamwork and are passionate about our work.
• We encourage innovation and the development of technology.
• We embrace change and seek to achieve excellence.
• We deliver cost effective, efficient and safe healthcare solutions.

Qualifications and experience required.

• Some experience in a customer service focussed role within a similar industry is desirable.
• IT and Microsoft Office proficient

What we offer

• 21 days holiday moving to a max of 25 days (inclusive of Bank Holidays) pro rata
• Continued professional development, training and learning support and opportunities for career progression.
• Life assurance
• Cycle to work scheme.
• Care First employee assistance program including free counselling.
• Access to Perkbox discount platform
• Free uniform
• Free DBS check

We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.

We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.

This role may be subject to an enhanced DBS disclosure and satisfactory references.

This role is not eligible for sponsorship. Candidates without satisfactory right to work in the UK are unlikely to be suitable.