Holiday & Complaints Coordinator

**Holiday & Complaints Coordinator**

Are you an accurate and efficient individual with Customer Service experience, looking for a role within an organisation where the work you do will really make a difference?

We are currently seeking a motivated and detail-oriented individual to join our team as a Holiday & Complaints Coordinator. This position plays a crucial role in coordinating travel requests for patients undergoing Peritoneal Dialysis (PD) and managing service complaints within the Customer Care team.

As a Holiday & Complaints Coordinator, your primary responsibility will be to ensure the timely processing and order input for all PD holiday and travel requests. Additionally, you will lead investigations and responses to service complaints, working closely with various internal and external stakeholders.

We would like you to be comfortable using all the standard software packages and we can provide the training for our bespoke in-house systems.

This is a full-time position of 37.5hrs per week, based at our recently renovated, state of the art head office in Huthwaite, Nottinghamshire with the option to work from home following the induction period.

**Key Responsibilities**:

- Process all travel requests for PD home patients, both within and outside the UK.
- Ensure accurate and timely input of orders, documentation, and relevant details for patient travel.
- Maintain up-to-date records for patient travel arrangements and destination information.
- Conduct thorough investigations into service complaints, involving all relevant parties.
- Log all service complaints, complete monthly performance figures, and compile required reports.
- Respond to queries and concerns related to holiday and travel orders promptly and efficiently.
- Keep customers informed of order status, availability, and delivery, handling queries with expertise.
- Attend meetings related to PD Holiday & Travel service and conduct training sessions for team members.
- Support other teams during busy periods and comply with health and safety requirements.

**What can we offer you?**

Here at Fresenius Medical Care, we value the contribution of our people and ensure that we offer industry-leading rewards and progression.

We offer a competitive salary alongside a wealth of other fantastic benefits listed below:

- ** Company Pension Scheme**:

- ** Life Assurance**:

- ** 33 Days Holiday (inclusive of 8 days bank holiday) increasing with service**:

- ** Annual leave purchase scheme (with 12 months service)**:

- ** Health Shield - Company paid health cash plan**:

- ** Long Service Vouchers**:

- ** Cycle to Work Scheme**:

- ** bhsf RISE - our Health and Wellbeing hub 24/7 access to GP's and Counsellors**:

- ** iChoose - Employee saving scheme with great discounts including phone contract**:

- ** Blue Light card - providing thousands of amazing discounts online and on the high street**

**Who is Fresenius Medical Care?**

We are the leading provider of dialysis services to the NHS, operating 52 partnership dialysis units that together provide regular dialysis treatment to over 3,800 NHS patients in the UK. We are part of a global company treating over 344,000 patients worldwide across over 4,000 clinics.

We also operate 44 production sites on all continents to provide dialysis products such as dialysis machines, dialysers, and related disposables. 1 in every 2 of all dialysis machines used around the globe are manufactured by Fresenius Medical Care and we are the 3rd largest medical devices company in the world.