Customer Service Coordinator - Gatwick

JOB PURPOSE

To be responsible for an essential service to patients, relatives and healthcare professionals. To be the first point of contact for receiving and dealing with a variety of calls ranging from enquiries from the public, patient/carer requests, notifications of death, prescription requests, servicing of equipment and faults/breakdowns.

PRIMARY DUTIES & AREAS OF RESPONSIBILITY

i) To deal with all enquiries from patients/carers in an empathetic and effective manner within company agreed timescales

ii) To take replenishment orders from patients and attempt to solve any equipment-related issues over the telephone

iii) To ensure that all enquiries are completed according to departmental procedures and within set quality standards

iv) To liaise closely with other departments by e-mail and telephone, giving accurate information at all times

v) To work to organisational and departmental targets as specified

vi) To work with the Senior Customer Service Coordinator on process improvements and projects

vii) To provide support to other areas of the Customer Service department when required

DEVELOPMENT

i) It is expected that all Customer Service Co-Ordinators will be multi-skilled across all aspects of the contact centre within 12 months of employment

ii) The post holder will remain as a Customer Service Co-Ordinator until such time that a vacancy arises in another team, however, they are expected to spend 3 months in each team (planning, service booking and HOOF) after an initial 3 month period in the front office, to consolidate their ability to be multi-functional

iii) The post holder will be provided with the appropriate training, coaching and support in each role to ensure they understand the task in hand

SPECIAL WORKING CONDITIONS

The post holder will be required to travel to external meetings on occasion