Customer Care Coordinator 12 Month FTC

Customer Care Coordinator – 12 month Fixed Term Contract

We are looking for Customer Service Coordinator to support our client at their site in Theale, Berkshire, based in their Digital Imaging and Biomed departments.

Ideal candidates will have experience of working in a call centre, delivering excellent customer service and have outstanding administration and 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

The Role

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

Experience

• Working in a call centre environment - Essential
• Understanding and monitoring service level agreements
• Ability to recover customer conflict through the use of positive language
• An understanding of medical equipment
• Ability to manage multiple stakeholders simultaneously – Essential

Job details

• 12 Month Fixed Term Contract

• Parking on-site
• Monday to Friday 37.5 hours per week
• Hours per week are on a shift basis between the hours of 7.30 to 20.00 Monday to Friday   (Usual shifts are 8am-4pm, 9am-5pm, 10am-6pm)
• Competitive hourly rate

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 us at One to One Personnel on or forward your CV to