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Customer Service Coordinator, Cochlear Care
2 weeks ago
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 - Cochlear Care
Location: Office-Based - UK Addlestone (Full-Time)
About us:
At Cochlear, we are driven by a singular purpose: to help people hear and be heard. As the global leader in implantable hearing solutions, we empower individuals of all ages to overcome hearing loss and reconnect with life. With over 40 years of innovation and collaboration with hearing professionals and patients, our technology has changed the lives of over 700,000 people worldwide.
Our success is built on a deep commitment to improving the lives of recipients and supporting clinics, caregivers, and partners. Every employee at Cochlear contributes to this mission—and this is your opportunity to be a part of it.
About the Role:
As a Customer Service Coordinator - Cochlear Care, you will be the trusted first point of contact for our customers—recipients and clinics—providing timely, empathetic, and technically informed support. Your role is essential in ensuring that every customer feels heard, valued, and guided through their journey with Cochlear products and services. You will handle a range of queries—from product troubleshooting and Bluetooth connectivity to order processing, clinical documentation, and onboarding support. You’ll also collaborate closely with field teams and clinical experts to resolve complex issues and maintain a high standard of customer care.
Key Responsibilities:
Customer & Product Support
- Troubleshoot device and connectivity issues, especially Bluetooth/app-related queries
- Deliver empathetic, recipient-focused support, adjusting communication to meet diverse needs (e.g. hearing impaired, mobility or visually impaired, learning difficulties)
Order & System Management
- Confirm product orders, manage invoicing and compliance with country-specific procedures
- Maintain recipient records and ensure smooth onboarding to programs and online store platforms
- Administer replacements, and returns
- Accurate Data management for our service products, Cochlear Care and Travel Loaner programme
Cross-Team Collaboration
- Liaise with internal Cochlear Field Teams and UK Clinical Helpline to escalate cases as needed
- Coordinate with Cochlear Care clinics to refer recipients for in-person clinical follow-up
- Attend national meetings, training sessions, and customer events to support our broader mission
Data Integrity & Compliance
- Ensure recipient data is accurate, up to date, and handled in compliance with GDPR and privacy regulations
- Contribute to knowledge base development and documentation of FAQs and troubleshooting insights
Your Profile:
To be successful in this role, you bring a unique blend of technical acumen, customer service excellence, and a deep understanding of human needs. You thrive in an environment that blends healthcare with technology, and you are motivated by helping others.
You will have:
- NVQ Level 2 in Customer Service or equivalent professional experience
- Previous experience in a medical device, healthcare, or NHS-related setting is highly advantageous
- Proven technical problem-solving skills, especially around device connectivity and app integration
- Proficiency with CRM and ERP systems such as Salesforce and Oracle
- Excellent communication and relationship-building skills
- High level of deaf awareness and ability to adapt to customer needs
- Proficiency in Microsoft Word, Excel, Outlook, and data systems
- Flexibility to travel occasionally for training and customer events
Why Join Cochlear?
- Meaningful Work: Help people regain their hearing and reconnect with life
- World-Class Training: Ongoing product and professional development
- Inclusive Culture: Work in a supportive, mission-driven environment
- Career Growth: Opportunities to grow in a global leader in hearing technology
- Employee Engagement: Participate in workshops, customer events, and learning initiatives
- Comprehensive Benefits Package (details provided at interview)
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 wor
