Customer Care Coordinator
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
Purpose of the role
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
Capability profile
| NVQ 1-4 Customer Service | Desirable |
| Vocational Customer Service Certificate | Desirable |
Skills
| Excellent verbal communication | Essential |
| Excellent written communication | Essential |
| Intermediate IT skills to include Excel, Word and Outlook | Essential |
| Self-motivated with a flexible can do attitude | Essential |
| Adaptability to change | Essential |
| Good inter-personal skills, must be able to work as part of a team as well as individually | Essential |
Experience
| Working in a call centre environment | Essential |
| Understanding and monitoring service level agreements | Desirable |
| Ability to recover customer conflict through the use of positive language | Desirable |
| An understanding of medical equipment | Desirable |
| Ability to manage multiple stakeholders simultaneously | Essential |
Languages
| English | Essential |
Other
| Ergéa Quality Assurance and Environmental and Health & Safety |
| Comply with policies, and work to maintain a high standard of customer service and protect the safety and health of you, your colleagues, our customers and members of the public. Promptly raise any concerns regarding potential violations of the policies. |
| DBS - Disclosure & Barring Service disclosure (formally Criminal Records Bureau disclosure) |
| A DBS Enhanced Disclosure is required for all applicants. The successful applicant must agree to an Enhanced Disclosure under the Disclosure Barring Service Records Bureau procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report. |
ERGEA is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
The Company
Ergéa is the leading service provider of equipment solutions to the NHS and private hospital groups in the UK.
Our vendor independent solutions are best in class, ensuring our customers and partners have access to modern medical equipment and technology on a fully managed and funded basis.
Our long-term partnerships span critical clinical areas such as radiology, radiotherapy, cardiology, endoscopy and biomedical services. This wide range of service, places Ergéa as the market leading provider of Managed Equipment Services (MES) in the UK as well as the leading independent maintenance provider, focused on providing quality services to support excellent patient care.
Drawing upon over two decades of operational experience, our team bring a wealth of expertise and a deep understanding of the challenges facing our clients in the UK and Ireland.
The Benefits
The Benefits
Private Healthcare
Employees Assistance Programme
Salary sacrifice pension
Electric car scheme
Cycle to work scheme
Great working environment
Our Values
Care
Collaboration
Curiosity
Caution
For more information regarding our Values & Commitments, please click here.
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