Customer Service Coordinator (WCS)
Location: Wheelchair Service Centre, Welwyn Garden City
Salary: £11.66 per hour (£24,252.80 pa)
Full time: 40 hours per week
Purpose of Job: To help create an efficient, effective, friendly, and courteous day-to-day customer service/order processing department.
Main Duties and Responsibilities:
1. Communication: Responsible for answering daily calls and emails in a courteous manner. Communicate any issues with orders to the customer service supervisor that cannot be resolved independently.
2. Scheduling/Entering/Monitoring of Orders: Enter orders immediately into the computer system upon receipt. Contact service users to agree on convenient delivery/collection times. Schedule and close orders within set time frames.
3. Appointments: Assist in arranging appointments with clients, next of kin, carers, and suppliers.
4. Queries/Enquiries: Handle all queries from prescribers, service users, carers, and service centre staff.
5. Administration: Ensure the daily efficient running of all administrative operational systems within the repair and clerical areas of the service.
6. Hardware: Maintain and ensure IT equipment is functional and safeguard your own computer.
7. General: Assist in any area of the service centre as assigned. Flexibility is required to manage and cover for other staff in their absence.
Undertake the job in line with Ross Care competencies:
1. Achieves business results and adds value to the service.
2. Focuses on internal and external customers.
3. Builds and maintains effective teamwork with colleagues.
4. Embraces change.
Perform duties according to all Company policies, procedures, and instructions. This job description shall not limit your role; you may be expected to carry out any other duties that your supervisor feels are within your capabilities. The above information indicates the size and scope of the role and may be subject to change as the role develops.
Key Performance Indicators:
1. Orders processed and their accuracy.
2. Queries, enquiries, and complaints resolved.
3. Completed orders processed in a timely manner.
4. Telephone calls and emails answered quickly and efficiently within set NHS KPIs.
Person Required:
Skills:
1. Excellent communication skills for interaction with internal staff, prescribers, and service users.
2. Ability to work independently and as part of a team.
3. Computer literate with a good working knowledge of Word and Excel.
4. Excellent telephone manner.
5. Strong organisational skills with attention to detail.
Knowledge:
1. Previous experience in a busy customer service department.
2. Experience in administration, order processing, and scheduling workloads is advantageous.
3. Experience in a similar role is beneficial.
Qualifications:
1. Qualified to GCSE level or equivalent.
2. Any additional qualifications in IT or administration would be advantageous.
Other:
1. An enthusiastic and motivated individual who strives to succeed.
2. Must be flexible, adaptable, and positive in their approach to work.
INDHS
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