Customer Service Coordinator - Equals One : Job Details

Customer Service Coordinator

Salary: £24,252 FTE

Full time

Wheelchair Service Centre, Chessington, KT9 1HF

Purpose of Job To help create an efficient and effective, friendly, and courteous day to day Customer Service department.

Main duties and responsibilities

Clinical bookings - Responsible for booking of clinical appointments from waiting list and ensuring clinicians are booked to capacity in line with company KPIs.

Raising orders - responsible for entering orders immediately onto the computer system in an effective manner when a request is received from a service user, carer, family member or prescriber via telephone or email. Scheduling of orders - Responsible for contacting the service users and agreeing a convenient delivery/collection/repair date within the company KPIs.

Engineers dailyschedule- Responsible for ensuring engineers are booked daily to capacity.

Communication - Responsible for answering daily calls within a busy department in a courteous/friendly manner and ensuring excellent customer service is always provided. Answering and resolving all queries and enquiries to an effective solution/outcome in all cases. Communicating any issues that cannot be resolved by yourself to the assistant Operations Manager.

Administration- Responsible for the daily efficient running of all administrative operational systems within the service, in line with procedures.

General -You will be assigned to specific areas or tasks associated with Customer Service but may be asked to assist in other areas of the service centre. Flexibility is therefore required to ensure that the service remains effective and efficient and to manage and cover the other staff in their absence. Undertake the job in line with company competencies as follows;

• Achieves business results and adds value to the service.
• Focuses on internal and external customers.
• Builds and maintains effective teamwork with colleagues.
• Embraces change. Perform duties according to all company policies, procedures and instructions.

This Job description shall not limit your role, you will be also asked to carry out other duties that your Line Manager feels are within your capabilities and skill set.

The above information may not cover everything involved in the position but indicates the size and scope of the role. This may be subject to change as the role develops.

Key Performance Indicators;

• Orders processed with accuracy.
• Queries, enquiries and complains resolved with excellent customer service.
• Completed orders processed in a timely manner.

Person Required Skills

• Excellent Customer Service Skills
• Excellent communication Skills to interact with internal staff and departments, Prescribers and Service Users
• Must be able to work off their own initiative as well as part of a team.
• Computer Literate with good working Knowledge of word and Excel
• Excellent telephone manner
• Excellent organisational skills with a good eye for detail.
• An enthusiastic and motivated individual who strives to succeed.
• Must be flexible, adaptable, and positive to their approach to work.

Knowledge

• Previous experience within a busy customer service department
• Previous experience of administration, IT, order processing and scheduling of workloads would be a huge advantage.
• Experience with a similar type of role would be beneficial.

Qualifications

• Qualified to GCSE level or equivalent.