Senior Customer Services Coordinator

Reporting To: Customer Service Team Leader

Contract Type: Permanent - 37.5 hrs per week, Mon, Wed, Thurs, Fri, Sat 7am-3pm

Closing Date: Monday, March 15, 2021

JOB DETAILS

Job title: Senior Customer Service Coordinator

Reports to: Customer Service Team Leader

Accountable for: N/A

Department: Customer service

Location: Gatwick

2. 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.

3. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
Please refer to the Person Specification.

4. 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 act as champions of process improvement and projects
vii) To provide support to the team leader on location-specific requirements
viii) To be accountable for the training and integration of new and existing Customer Service Coordinators
ix) To be responsible for all team leader activities in their absence
x) To provide support to other areas of the Customer Service department when required

5. COMMUNICATION & WORKING RELATIONSHIPS
Patients, their relatives and carers
Clinicians and other Health Care Professionals
Planning department
Clinical department

6. DEVELOPMENT
i) It is expected that all Senior Customer Service Co-Ordinators will be multi-skilled across all aspects of the contact centre prior to applying for this role
ii) The post holder will be provided with the appropriate training, coaching and support in each role to ensure they understand the task in hand

7. SPECIAL WORKING CONDITIONS
The postholder will be required to travel to external meetings on occasion

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

Gatwick Office Address:

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

View on Map

Follow Us


Useful links

News sign-up

By subscribing you will always be update with the latest news from us.

© Copyright 2021 Dolby Vivisol. All Rights Reserved.

To find out more about The Vivisol Group and The SOL Group click on the links here: The VIVISOL Group The SOL Group The VIVISOL Group us | The SOL Group