Helpline Coordinator

DESCRIPTION/RESPONSIBILITIES:
Customer Care Helpline Coordinator – Home Based
Are you an accurate and efficient individual with Customer Service experience, looking for a role within an organisation where the work you do will really make a difference?
We are looking for somebody with a good telephone manner who enjoys interacting with patients and colleagues, working as part of our friendly and dedicated Customer Care team. This role will be home-based, out of hours.
We would like you to be comfortable using all of the standard software packages and we can provide the training for our bespoke in-house systems.
This role is on average 31 hours per week rostered, working flexible hours Monday to Sunday. 5pm – 08.30am weekdays and 08.30am – 08.30am weekends and Bank Holidays, (on average 1 weekend and 3 weekday evenings per month).
What does the role involve?
You will:
* Provide an out of hours first line assistance to home patients using dialysis equipment and NHS staff.
* Complete an initial assessment on all calls and categories the calls appropriately.
* Make a record of calls taken and liaise with the team at head office to update on support calls taken and their outcomes.
What can we offer you?
Here at Fresenius Medical Care we value the contribution of our people and ensure that we offer industry-leading rewards and progression.
We offer a competitive salary alongside a wealth of other fantastic benefits listed below:
* Company Pension Scheme
* Life Assurance
* 33 Days Holiday inclusive of 8 days bank holiday - increasing with service
* Annual leave purchase scheme (with 12 months service)
* Health Shield - Company paid health cash plan
* Long Service Vouchers
* Cycle to Work Scheme
* Support for training where applicable for career development
* bhsf RISE - our Health and Wellbeing hub 24/7 access to GP's and Counsellors
* iChoose – Employee saving scheme with great discounts including phone contracts
* Blue Light card – providing thousands of amazing discounts online and on the high street
Who is Fresenius Medical Care?
We are the leading provider of dialysis services to the NHS, operating 52 partnership dialysis units that together provide regular dialysis treatment to over 3,800 NHS patients in the UK. We are part of a global company treating over 344,000 patients worldwide across over 4,000 clinics.
We also operate 44 production sites on all continents to provide dialysis products such as dialysis machines, dialysers and related disposables. 1 in every 2 of all dialysis machines used around the globe are manufactured by Fresenius Medical Care and we are the 3rd largest medical devices company in the world.
Customer Care posts will be subject to a Basic DBS Disclosure
Fresenius Medical Care is an equal opportunities employer