Customer Care Coordinator

**Purpose of the role**

**Responsibilities**
- Provide outstanding customer service to improve customer satisfaction and nurture client relationships
- Operate with self-awareness inspiring a culture of continuous improvement
- Place customers at the centre of everything you do, understanding their wants and needs
- Maintain the critical link between clients, service providers and operations managers to achieve a best-in-class service

**Key accountabilities**
- Working as part of a team to ensure processes and procedures are followed accurately and are aligned to the Customer Care Standard Operating Procedures
- Coordinating the daily work flow for the management of service delivery to assigned customer contracts
- Answer all telephone calls promptly and appropriately, in line with contractual obligations
- Proactively resolving customer enquiries within first contact
- Diligently monitor the SLA charters for assigned customer contracts, escalating any instances of confirmed or potential failure via the agreed frameworks
- Setting client expectations and striving to exceed these at all times
- Establish and maintain external supplier relationships to assist with maintaining and exceptional level of customer service
- Performance manage internal and external suppliers ensuring service is delivered within contractual service level agreements
- Produce client facing estimates and quotations
- Process purchase orders
- Upload data from service intervention records into the CMMS
- Provide cross-functional support for other sub teams where required

**Capability profile**
- NVQ 1-4 Customer Service
- Desirable
- Vocational Customer Service Certificate
- Desirable

**Skills**
- Excellent verbal communication
- Essential
- Excellent written communication
- Essential
- Intermediate IT skills to include Excel, Word and Outlook
- Essential
- Self-motivated with a flexible can do attitude
- Essential
- Adaptability to change
- Essential
- Good inter-personal skills, must be able to work as part of a team as well as individually
- Essential

**Experience**
- Working in a call centre environment
- Essential
- Understanding and monitoring service level agreements
- Desirable
- Ability to recover customer conflict through the use of positive language
- Desirable
- An understanding of medical equipment
- Desirable
- Ability to manage multiple stakeholders simultaneously
- Essential

**Languages**

English

Essential

**Other**

**Ergéa Quality Assurance and Environmental and Health & Safety**
- Comply with policies, and work to maintain a high standard of customer service and protect the safety and health of you, your colleagues, our customers and members of the public. Promptly raise any concerns regarding potential violations of the policies.

**DBS - Disclosure & Barring Service disclosure (formally Criminal Records Bureau disclosure)**

Ergéa is the leading service provider of equipment solutions to the NHS and private hospital groups in the UK.

Our vendor independent solutions are best in class, ensuring our customers and partners have access to modern medical equipment and technology on a fully managed and funded basis.

Our long-term partnerships span critical clinical areas such as radiology, radiotherapy, cardiology, endoscopy and biomedical services. This wide range of service, places Ergéa as the market leading provider of Managed Equipment Services (MES) in the UK as well as the leading independent maintenance provider, focused on providing quality services to support excellent patient care.

Drawing upon over two decades of operational experience, our team bring a wealth of expertise and a deep understanding of the challenges facing our clients in the UK and Ireland.

**Ergea UK and Ireland Ltd**
Units 4-6, Ely Road, Theale Commercial Estate,
Theale, Reading, RG7 4BQ
**+44 (0)118 900 8100