Service Coordinator

Job Title:
Service Excellence Co-ordinator

Location:
Theale, Berkshire

Hours: 37.5 hours per week, on a shift basis, between the hours of 07:30 to 20:00 Monday to Friday (or as otherwise agreed from time to time).

Job Type: 12 month fixed term contract

Salary details available upon application

The Company:

Our client is the leading service provider of equipment solutions to the NHS and private hospital groups in the UK. They have over 20 years of experience within their field and offer a vibrant environment that promotes personal growth and development.

The role:

Provide outstanding customer service to improve customer satisfaction and nurture client relationships

Operate with self-awareness inspiring a culture of continuous improvement.

Place customers at the centre of everything you do, understanding their wants and needs

Maintain the critical link between clients, service providers and operations managers to achieve a best-in-class service.

You will work as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures.

Coordinate the daily work flow for the management of service delivery to assigned customer contracts

Answer all telephone calls promptly and appropriately, in line with contractual obligations

Proactively resolving customer enquiries within first contact

Diligently monitor the SLA charters for assigned customer contracts, escalating any instances of confirmed or potential failure via the agreed frameworks

Set client expectations and strive to exceed these at all times

Establish and maintain external supplier relationships to assist with maintaining and exceptional level of customer service

Performance manage internal and external suppliers ensuring service is delivered within contractual service level agreements

Produce client facing estimates and quotations, process purchase orders and coordinate email traffic within the central shared inboxes

Essential skills:

Excellent verbal communication

Excellent written communication

Excel, Word and Outlook

Self-motivated with a flexible can-do attitude

Experience required:

Ideally candidates will have worked in a call centre environment

Have experience of understanding and monitoring service level agreements

Ability to recover customer conflict through the use of positive language

The successful applicant must agree to an Enhanced Disclosure under the Disclosure Barring Service Records Bureau procedures. Employment will be offered to the successful applicant subject to a satisfactory Disclosure report.

The Benefits:

Private Healthcare

Employees Assistance Programme

Salary sacrifice pension

Electric car scheme

Cycle to work scheme

Great working environment

Does this role sound like you? We would love to hear from you. Please call us for more information or email your CV.