Customer Service Coordinator

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 to create an efficient and effective, friendly and courteous day to day customer service/order processing department.

Main Duties and Responsibilities:

• Communication – Responsible for answering daily calls and emails in a courteous/friendly manner. Responsible for communicating any issues with orders to the customer service supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases. 
• Scheduling/Entering/Monitoring of Orders – Responsible for entering orders immediately onto the computer system in an effective manner when the order is received via a user, carer or family or from a prescriber. Responsible for making contact with service users and agreeing a convenient delivery/collection/service/test time.  Responsible for scheduling, manifesting and closing the orders within set time frames.
• Appointments – To assist with the arrangement of booking appointments with the clients / next of kin / carers, suppliers.
• Queries/Enquires – Responsible for dealing with all queries from prescribers, service users, carers and service centre staff.
• Administration – Responsible for the daily efficient running and accounting of all administrative operational systems within the repair and clerical areas of the service.
• Hardware – Ensure that the IT equipment is maintained and functional.  Responsible for the safekeeping of your own computer.
• General – Responsible for helping out in any area of the service centre.  You will be assigned to specific areas or tasks associated with customer service.  Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.
• Undertake the job in line with Ross Care competencies as follows:
  • Achieves business results and adds value to the service
  • Focuses on internal and external customers
  • Builds and maintains effective teamwork with colleagues
  • Embraces change
• Perform duties according to all Company policies, procedures and instructions.

This job description shall not limit your role; you will also be expected to carry out any other duties that your supervisor feels are within your capabilities and skill set.  The above information may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.

Key Performance Indicators:

• Orders processed and processed on system and their accuracy
• Queries, enquiries and complaints resolved
• Completed orders processed in a timely manner
• Telephone calls and Emails answered quickly and efficiently within set NHS KPIs

Person Required:

Skills: 

• Excellent communication skills are required to interact with internal staff, prescribers and service users.
• Must be able to work off their own initiative as well as part of a team.
• Computer Literate with a good working knowledge of Word and Excel.
• Excellent telephone manner.
• Excellent organisational skills with a good eye for detail.

Knowledge:

• Previous experience within a busy customer service department.
• Previous experience of administration, order processing and scheduling of workloads would be a huge advantage.
• Experience with a similar type of role would be beneficial

Qualifications:

• Qualified to GCSE level or equivalent.
• Any other qualification in IT or administration would be an advantage.

Other:

• An enthusiastic and motivated individual who strives to succeed.
• Must be flexible, adaptable and positive in their approach to work.

INDHS