Customer Service Coordinator, Transactional

Change people’s lives and love what you do Cochlear develops world-leading medical devices that help people hear and be heard. As a top 100 medical device company and market-leader in implantable hearing devices, more people choose a Cochlear-branded cochlear or acoustic implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives.

Customer Service Coordinator Transactional Team

Location: Addlestone, UK (Office-Based)

About Us:
At Cochlear, we are a global leader in implantable hearing solutions. Our mission is to connect people to the world of sound, enabling them to lead full and active lives. With over 40 years of innovation, we provide life-changing hearing implants to people around the world, empowering them to overcome hearing loss. We work closely with healthcare professionals and recipients to deliver exceptional service and ensure the best hearing outcomes. Join our team in Addlestone and make a real difference in people’s lives.

Your Profile:
We are looking for an enthusiastic and compassionate Customer Service Coordinator who thrives in a dynamic, customer-facing role. You will be the first point of contact for our customers, offering both technical and product support, with a special focus on the unique needs of individuals with hearing impairments. If you are someone who enjoys problem-solving, values building relationships, and has a passion for providing exceptional customer care, this is the role for you.

What We’re Looking for:

- Previous experience in a customer service role, ideally within healthcare or medical devices. (not essential).
- Proficiency with CRM (Salesforce) and ERP (Oracle) systems. (not essential as on job training will be given).
- Strong interpersonal and communication skills, both written and verbal.
- A team player with strong problem-solving and relationship-building abilities.
- Ability to stay organized while managing multiple tasks and prioritizing customer needs.
- Familiarity with the needs of hearing-impaired individuals is a plus.

Your Responsibilities:
As our Customer Service Coordinator, you will:

- Be the first line of contact for all customer inquiries, offering support through multiple communication channels.
- Ensure timely responses to customer orders, confirmations, and manage invoicing and product availability.
- Provide product, technical, and clinical assistance to recipients and clinics, ensuring swift resolution of issues.
- Collaborate with internal Cochlear teams to assist with technical or clinical queries.
- Process orders promptly and ensure compliance with country-specific procedures.
- Onboard new customers, including registering them onto the appropriate programs and promoting Cochlear’s range of services and products.
- Coordinate after-sales care, handling returns, repairs, and exchanges with ease.
- Stay up to date with product upgrades and clinical procedures, enhancing your ability to provide expert advice.
- Occasionally travel within the UK to attend conferences, workshops, and customer events.

Your Benefits:
At Cochlear, we believe in fostering a supportive and enriching work environment. As part of our team, you will enjoy:

- Competitive salary package.
- Opportunities for professional growth and development.
- The chance to work for a global leader in hearing implant solutions, making a real difference in people’s lives.
- Ongoing product training and support to stay at the forefront of industry knowledge.
- A collaborative and inclusive work environment.

Why choose us?

For 40 years, Cochlear has been creating reliable products that continue to keep people connected to the world and to each other. We help people of all ages to hear in more than 180 countries around the world. Our technology connects people to life's possibilities and to the people who matter most. We have over 4000 employees globally dedicated to improving people's lives. To date, we have Invested over $2billion AUD in research and development.

Cochlear Offers You:
Competitive salary

25 days holidays (plus UK Bank Holidays)

company pension

flexible working patterns and the possibility to work remotely up to 40% per week

yearly salary review

Pension scheme

Group Life Insurance

Group Income Protection

Employee Referral Bonus

Service Anniversary Reward

Cycle to work scheme

Vitality health care

Medicash cashplan

free use of gym on business park and paid exercise classes available

Equal opportunities

Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age.

In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in emp