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.
KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED
- 5 GCSE including English language and Maths or significant relevant work
- Experience of working in a customer service environment
- Ability to work effectively within a team as well as independently
- Excellent IT skills with the ability to record data accurately
- Excellent written, verbal and numerical communication skills
- Excellent customer service skills with the ability to show empathy
PRIMARY DUTIES & AREAS OF RESPONSIBILITY
To deal with all enquiries from patients/carers in an empathetic and effective manner within company agreed timescales
To take replenishment orders from patients and attempt to solve any equipment related issues over the telephone
To ensure that all enquiries are completed according to departmental procedures and within set quality standards
To liaise closely with other departments by e-mail and telephone, giving accurate information at all times
To work to organisational and departmental targets as specified
To work with the Senior Customer Service Coordinator on process improvements and projects
i) It is expected that all Customer Service Co-Ordinators will be multi-skilled across all aspects
of the contact centre within 12 months of employment.
ii) The post holder will remain as a Customer Service Co-Ordinator until such time that a
vacancy arises in another team, however they are expected to spend 3 months in each team
(Planning, Service booking and HOOF) after an initial 3 month period in front office, to
consolidate their ability to be multi-functional.
iii) The post holder will be provided with the appropriate training, coaching and support in each
role to ensure they understand the task in hand.
This is a part time role on 25 hours per week on a permanent contract - £17k pro rata
Working hours: Mon and Tues 6pm to 11pm & Fri and Saturday 11pm to 7am
Cordant People are an equal opportunities employer
Cordant Group is an equal opportunities employer
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