Customer Service Co-Ordinator (Evenings): Vivisol

Job Title: Customer Service Coordinator

Hours: Tuesday to Saturday 2pm to 10pm

Reports to: Customer Service Team Leader

Accountable for: N/A

Department: Customer Service

Location: Gatwick or Stirling

2. JOB PURPOSE

• 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.

3. KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

• Please refer to the Person Specification.

4. 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 vi) To work with the Senior Customer Service Coordinator on process improvements and projects
• To provide support to other areas of the Customer Service department when required

5. DEVELOPMENT

•  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.
• The post holder will be provided with the appropriate training, coaching and support in each role to ensure they understand the task in hand.

6. COMMUNICATION & WORKING RELATIONSHIPS

Patients, their relatives and carers Clinicians and other Health Care Professionals Planning department Clinical department

7. SPECIAL WORKING CONDITIONS

The postholder will be required to travel to external meetings on occasion