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This is an exciting opportunity for a motivated and ambitious co-ordinator to play a pivotal role, in assisting families get the additional help, support and communication they need to assist with a responsive resolution and provide proactive customer outreach.
To make sure that when a family gets in touch, we take ownership of the enquiry through to a satisfactory resolution.
路 Work with Pinnacle, and other stakeholders as identified, to ensure enquiries are successfully managed through to resolution and to the family鈥檚 satisfaction in a timely manner
路 Maintain open communication with the families, to provide regular updates and prevent complaints
路 Foster collaborative relationships with all stakeholders to develop a mutual understanding on internal processes and facilitate effective resolution
路 Manage in hours emergencies and appoint non-complex works
路 Confidence in system-based work
路 Strong customer experience focus, based upon empathy and a drive to help
Delivering Customer Satisfaction
路 Provides priority tasks for self and team, and is prepared for contingencies
路 Identifies and assesses different options for tackling workloads
Communicating, Collaborating and Influencing
路 Summarising information to check understanding
路 Initiates communication with others regularly
路 Works collaboratively with all stakeholders
路 Delivers decisions on time and takes ownership for them
Adapting and Responding to Change
路 Recognises the impact of change on others and supports them through it
路 Works positively in ambiguous situations
路 Works with other teams to get the best result for the client
