Service Co-ordinator

Location: Theale

Service Co-ordinator

Theale, Berkshire | 37.5 Hours | Shift Basis | 12 Month FTC

Be the connection that turns great service into outstanding experiences.

As a Service Co-ordinator, you’ll sit at the heart of our clients’ operations, working closely with customers, service providers and internal teams to ensure every interaction reflects excellence, care and continuous improvement.

Our client, a leading provider of Managed Equipment Services (MES) to the NHS and private healthcare sector across the UK are seeking a driven Service Co-ordinator to join their team based in Theale, Berkshire. This will be working on a shift basis between the hours of 7:30 to 20:00 Monday to Friday. You will be required to work on call on a weekend day from home around 1-2 times a month.

To be successful, you’ll need at least 3 years UK-based relevant experience and have previous call centre experience and excellent verbal & written communication skills.

Responsibilities

Provide outstanding customer service to improve customer satisfaction and nurture client relationships

Operate with self-awareness inspiring a culture of continuous improvement

Place customers at the centre of everything you do, understanding their wants and needs

Maintain the critical link between clients, service providers and operations managers to achieve a best-in-class service

Key Accountabilities

Working as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures

Coordinating the daily work flow for the management of service delivery to assigned customer contracts

Answer all telephone calls promptly and appropriately, in line with contractual obligations

Proactively resolving customer enquiries within first contact

Diligently monitor the SLA charters for assigned customer contracts, escalating any instances of confirmed or potential failure via the agreed frameworks

Setting client expectations and striving to exceed these at all times

Establish and maintain external supplier relationships to assist with maintaining and exceptional level of customer service

Performance manage internal and external suppliers ensuring service is delivered within contractual service level agreements

Produce client facing estimates and quotations

Process purchase orders

Coordinate email traffic within the central shared inboxes

Upload data from service intervention records into the CMMS

Provide cross-functional support for other sub teams where required

Essential Skills  

Excellent verbal communication

Excellent written communication

Intermediate IT skills to include Excel, Word and Outlook

Self-motivated with a flexible can do attitude

Adaptability to change

Good inter-personal skills, must be able to work as part of a team as well as individually

Experience Required

Working in a call centre environment – Essential

Ability to manage multiple stakeholders simultaneously - Essential

Understanding and monitoring service level agreements

Ability to recover customer conflict through the use of positive language

An understanding of medical equipment

Desirable Qualifications

NVQ 1-4 Customer Service

Vocational Customer Service Certificate

Benefits

Private Healthcare

Employee Assistance Programme

Salary Sacrifice Pension Scheme

Electric Car Scheme

Cycle to Work Scheme

A DBS Enhanced Disclosure is required for all applicants.

If you have all the skills above and feel this is the role for you, please do not hesitate to contact Louise at One to One Personnel or forward your CV to (url removed)