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Customer Service Representative
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We are seeking a highly skilled and experienced Contact Centre Coordinator to join our team at Millbrook Healthcare. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, handling inbound calls, and ensuring the timely delivery of equipment and services.
Key Responsibilities- Answering inbound calls in a timely manner and updating care records to ensure the welfare of service users
- Responsible for the efficient mobilisation of responder/emergency services where appropriate
- Carrying out well-being and other scheduled outbound service user calls as required
- Delivering remote care, support, and coordination in line with co-produced plans, providing reassurance to service users
- Establishing relationships and building rapport with service users to understand their needs and ensure they feel informed and engaged
- Responsible for the prioritisation of all alerts and notifications, working autonomously to provide proactive and reactive support, ensuring the appropriate escalation pathways are followed
- Distribution of appropriate clinical information to relevant staff and other healthcare professionals to ensure the timely delivery of equipment and services
- Raising and reporting equipment repairs and requirements through contact with the relevant Service Centre
- Previous experience in a telephone-based role within a customer service/contact centre environment
- Strong communication skills, including an excellent telephone manner
- Proven ability to quickly understand and adapt to service user/customer needs and communicate in a caring and respectful way
- Demonstrable experience in building relationships with customers, stakeholders, and third parties
- Strong organisational skills with an administrative background in detailed process and record keeping
- Computer literate with a good working knowledge of Microsoft Office
- Previous experience of using in-house systems
- A competitive salary, including night shift allowance
- Up to 33 days holiday
- Company Pension Scheme
- Company Sick Pay
- Life Assurance
- A rewards scheme – 200+ exclusive perks and discounts from leading retailers and leisure outlets
Millbrook Healthcare is a rapidly expanding business with a mission to provide the highest quality service and an excellent environment for staff to work in. We are committed to becoming the leading provider in the assisted living sector, while ensuring our core company values 'CARES' remain unchanged.
Care and respect for our colleagues and service users
Accountable and proud
Ready to learn and grow
Enhance our service users' lives
Socially responsible, ethical, and transparent
