Job Title: Customer Service Coordinator
Starting Salary: £30,559 progressing to £33,366pa
Hours: 37 hours per week
Location: Mundells, Welwyn Garden City
Contract Type: Permanent
Directorate: Adult Care Services
About The Team
Hertfordshire Equipment Service (HES) supports the whole of Hertfordshire residents who have been discharged from hospital to live at home with the support of our equipment. It enables residents to stay safe and independent in their own home to make life easier.
About The Role
Main Responsibilities
1. Supervise Customer Service Administrators and manage team performance following HCC policies and procedures.
2. Ensure all received orders are acted upon, monitoring the team to complete tasks correctly, processed, scheduled, and delivered within the required KPI window.
3. Implement required processes and procedures for the team of Customer Service Administrators, ensuring they are robust and auditable.
4. Liaise with managers to review telephone call handling statistics, making necessary changes to improve response rates and identify training needs.
5. Act as the main point of escalation for complaints from clients or prescribers, investigate issues, and provide resolutions.
6. Undertake day-to-day supervisory activities to ensure orders, queries, bookings, and collections are dealt with in a timely fashion.
7. Handle staff performance and HR-related tasks, escalating issues to senior management when necessary.
8. Identify team members' valuable experience and knowledge to mentor colleagues and enhance team performance.
9. Problem-solve issues arising from staff shortages, working closely with the Fleet Operations Officer to re-route planned work.
10. Prioritize HES Urgent Needs Service to ensure timely delivery of equipment within strict KPI targets.
Essential About You
* Experience of managing a team of at least 6 staff for a minimum of 12 months.
* Proactive in addressing the ever-changing day-to-day activities of the department.
* Excellent customer service skills with the ability to handle complaints and escalations.
* Good communication skills.
* Able to train and support staff.
* Forward-thinking with a positive 'can do' attitude.
* Sound knowledge of IT, including Microsoft Word, Excel, and Outlook.
* Attention to detail and a methodical approach to work.
* Able to work under pressure and prioritize workload.
* Ability to build proactive relationships with social care professionals and adopt a flexible approach to problem-solving.
This job role is within the Community Services, level 8 job profile. Please locate this via Job profiles - Community services.
To hear more about this opportunity, please contact Lorraine.Davis1@hertfordshire.gov.uk for an informal discussion about the role.
Interview Date: TBC
Benefits of working for us
How to apply
As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps) and includes any training/qualifications. Include examples demonstrating the requirements/criteria in the advert/job profile to allow the panel to recognize your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to provide additional information about your skills, knowledge, and experiences.
Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.
English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post. Further information about the legal requirement can be found here. #J-18808-Ljbffr