Customer Support Coordinator

    Reporting To: Team Leader

    Contract Type: Fixed Term Contract 6 months - 37.5 hrs per week, Mon-Fri 9am-5pm

    Closing Date: Monday, January 31, 2022


    The role of Customer Support Co-Ordinator is a vital role within the business to ensure that all invoicing and charging is accurate and on time, whether this is invoice enquiries from NHS customers, processing private sales or managing rebate enquiries.

    The post holder will also be expected to perform, monitor and correct patient and business data following business guidelines. To work with structured reports to assist in identifying and fixing any potential data issues i.e. concentrator meter readings.

    To be responsible for submission of accurate concentrator meter readings through Sintesi.

    Also responsible for ensuring that initial communication is sought with new patients by sending out rebate letters to them after install.

    Please refer to the Person Specification.

    i) To engage with other team members, following scripts and reports allowing data to be corrected
    ii) Specifically Monitor, Manage and Maintain reports associated with Delivery notes and Meter Readings whilst correcting any errors in real-time to prevent any over or undercharging on the invoice.
    iii) Liaise with patients, Home Care Technicians and Depot Managers to ensure all meter readings are correct ensuring we report all faulty meters to our maintenance centre in Bedford.
    iv) Responsible for ensuring that initial communication is sought with new patients by sending out rebate letters following their installation.
    v) Printing and sending out the rebate reminder letters to patients within the agreed timeframe.
    vi) To manage 1st line incoming calls from the rebate phone line and manage any emails received into the enquires inbox
    vii) To support data migration activities
    viii) To identify where the business could improve processes
    ix) Work closely with the Business Intelligence Team for the escalation of rebate enquiries
    x) To Manage all Invoice queries submitted by the NHS to ensure a timely response and outcome is achieved in adherence to KPI requirements
    xi) To ensure that all invoice checks are completed once printed by Business Intelligence prior to submission to finance for payment.
    xii) To be the Ambassador of Dolby Vivisol in representing the private sales of products to both NHS/NSS customers, SBS (Shared Business Services) and private customers.
    xiii) Process private sales orders and ensure close relationships are maintained throughout our customers' journey
    xiv) To manage ViviTravel enquiries for private hire patients ensuring that their holidays are organised in a professional and prompt manner.


    Please, contact for further information on this role. 



    Contact info

    Registered Office Address:

    Dolby Medical Home
    Respiratory Care Ltd
    North Suite, Lomond Court,
    Castle Business Park, Stirling,
    FK9 4TU

    View on Map

    Registered in Scotland
    No. 063902


    Home oxygen enquiries: 0800 833 531

    Respiratory support: 0800 121 4012

    Gatwick Office Address:

    Dolby Vivisol
    Southpoint, Old Brighton Road,
    Lowfield Heath,
    Gatwick, West Sussex,
    RH11 0PR

    View on Map


    Home oxygen enquiries:
    0800 917 9840

    Respiratory support: 0800 121 4012

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