Customer Care Coordinator

**Main Purpose of Role**
This is a fantastic opportunity to be a part of a Business to Consumer (B2C) team that is part of a multi
- channel Contact Centre. We are a fun but focused team that works hard and has a real passion for delivering total customer satisfaction. We aim to deliver an exceptional level of support to new and existing customers of Amplifon. The role will include generating revenue by scheduling appointments with customers and prospects whilst also providing a high level of customer service.
We are seeking customer focused, energetic individuals that care as passionately about delivering great customer service as we do. All of our team are empowered to make decisions and ensure every customer is left feeling 100% happy with the service they have received. If you have a real passion to do the same and want to be part of a team that really makes a difference, then this opportunity is for you.

**Skills Requirements**
Excellent communication skills
A pro-active mindset, with a willingness to be flexible, agile & react positively to change
A natural ability to build rapport whilst working from a call guide
Self-Motivated and with an acceptance of responsibility of achieving personal targets and KPI’s
A Confident and professional telephone manner
Strong organizational skills, and the ability to plan and priorities your own workload
Ability to work in a paperless and pen less environment
Computer literate preferably with previous experience of working on internal databases or appointment booking systems.

**What are we looking to achieve?**
We are looking to achieve an exceptional level of customer experience for all Amplifon customers.

**Who are Konecta UK?**
Leading the way in Customer Interaction & process management Konecta are an international outsourced customer service provider with 50,000 staff internationally and 112 sites globally. Our clients employ us to

**Who are Amplifon?**
At Amplifon, we are dedicated and proud to provide the most advanced hearing aid technology that allows us to deliver an exceptional experience to every one of our customers. We are a global hearing specialist operating across 26 countries which gives us access to world-class devices, advice and services but also to unique international development opportunities

**Why work for us?**
(Available to perm employees)
Konecta working culture of fun and sociable team environment
50% discount with More bus for monthly and quarterly tickets
Pension Scheme with Standard Life
Eye test vouchers and discounts
Discounted corporate gym membership with Anytime Fitness (24 hour gym with over 5000 site globally)
Involvement with local charities and fundraising days
Campaign specific benefits including discounts, incentives and prizes
Recommend a friend scheme paid reward of £1000
Apprenticeships qualifications and career flight path schemes
Recognition and reward schemes with Love to Shop Voucher rewards.
Free car parking
Weekly dress down day
Free fruit
Cycle to work scheme

**Position in Organisation**
The CCC reports directly into the Team Manager, who in turn reports into the Client Service and Development Director and will have various support from colleagues nearby which will always be on hand.
**Operational Days and Hours**
With given notice, Konecta reserves the right to change your working hours.
The Amplifon call centre will be open Monday to Friday 9.00am to 5.30pm. However, your contracted hours will be 8.00am to 10.00pm Monday to Sunday with a day off in lieu during the week. It is critical that you are
available to cover weekends when required by the business. Konecta International reserves the right to change the working hours.
Database &; Systems &; Training

Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act (DPA), the Quality Management System, CRM training and soft skills training.
**Employment Basis**
Depending on suitability, CCC’s will be employed as “Temps” or “Perms” with the possibility of a permanent position in all cases
**Opportunity for Growth**
Across the campaign the team will have SMART objectives. These will be communicated by the Customer experience Director (on behalf of the client).
Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.