Call Centre Coordinator

Theale, Berkshire | Monday to Friday | 8am to 4pm | 9am to 5pm

Have you got experience working in a call centre environment and have outstanding written and verbal communication?
Contact or call centre experience is essential for this role.

Our client, a leading provider of Managed Equipment Services (MES) to the NHS and private healthcare sector across the UK, is looking for an experienced and motivated Customer Care Coordinator to join their fast-paced team based in Theale Berkshire.

To be successful, you’ll need at least 3 years of UK-based contact or call centre experience and the confidence to deliver clear and professional communication every time.

• 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
• Provide responsive action to customer demand by routing inbound calls to the appropriate specialised teams

• Responsible for the delivery and management of contractual customer service levels and KPI reporting for diagnostic imaging contracts
• Work as part of a team to complete allocated DI workflows.
• Actively supports the timely completion of all administration tasks relating to the Service Excellence Centre (SEC) Function
• Work closely with senior staff to provide outstanding customer service to advance customer satisfaction and nurture client relationships
• Establish and maintain external supplier relationships to assist with upholding exceptional levels of customer service and preserve service levels
• Responsible for ensuring internal and external communications are informative, accurate, timely and on brand
• Positively support departmental training programmes to support cross-functional resilience and business continuity programmes.
• Ensure that there is excellent communication with and support of other functions within UK notably new sales, account management, field service operations and finance
• Maintain the critical link between customers, service providers and operations managers to achieve a best-in-class service
• Work as part of a team to support and champion continuous improvement initiatives

• Excellent verbal & 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

• 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

• NVQ 1-4 Customer Service
• Vocational Customer Service Certificate

• Private healthcare
• Employee Assistance Programme
• Pension scheme & salary sacrifice options
• Electric car and cycle-to-work schemes
• Flexible, supportive work environment

A DBS Enhanced Disclosure is required.