Customer Service Coordinator

Customer Service Coordinator  

Location: site based Service Centre (Ashford) TN23

Permanent, Full time - 40 hrs per week

Salary/Band - £25,625.60 pa

Expected Start Date - ASAP

Purpose of Job:

To help to create an efficient and effective, friendly and courteous day to day customer service/order processing department.

Main Duties and Responsibilities:

• Order Analysis – Responsible for checking and identifying any errors made by the prescriber for the online orders.
  
  Responsible for reporting these errors daily and/or rectifying prior to manifesting the order to MillFlow, the computer system.
• Entering of Orders – Responsible for entering orders immediately onto the computer system in an effective manner when the order is received via a user, carer or family or from a prescriber who has not used the online system, i.e.
  
  fax.
• Scheduling of Orders – Responsible for making contact with service users and agreeing a convenient delivery/collection/service/test time.  Responsible for scheduling and manifesting orders within set time frames.
• Van Runs – Responsible for organising the daily dispatch print runs for the supervisor at the service centre.  Responsible for ensuring these runs are passed to the service centre within time scales set.
• Communication – Responsible for answering daily calls in a courteous/friendly manner.    Responsible for communicating any issues with orders to the customer service supervisor that are unable to be resolved by yourself to ensure effective solution/outcome in all cases. 
• Queries/Enquires – Responsible for dealing with all queries and enquires from prescribers, service users, carers and service centre staff.
• Administration – Responsible for the daily efficient running and accounting of all administrative operational systems within the clerical area of the service; all in line with Millbrook procedures.
• Stationery – Responsible for maintaining and accounting of company stationery.  Liaise with customer service supervisor and, if not available, the service centre manager for shortages and inventory.
• Hardware – Ensure that the fax machine/photocopier and printer are maintained with the appropriate paper and toner, and are functional.  Responsible for the safekeeping of your own computer.  Any problems must be reported to the customer service supervisor.
• General – Responsible for helping out in any area of the service centre.  You will be assigned to specific areas or tasks associated with customer service either on a permanent or temporary basis.  Flexibility is therefore required to ensure that the service centre remains effective and efficient, and to manage and cover for other staff in their absence.
• Stock check – to assist with the annual stock checks, as required.
• Telephone Assessments – Subject to acceptance by the service Commissioners:
• Carry out telephone assisted self-assessments with service users, using set assessment algorithms developed by Millbrook’s occupational therapist.  You will also be expected to work in close liaison with the Trusted Assessor Driver/Technician to ensure that service users receive quality and responsive services.  Demonstrate willingness to be trained in this area with your customer service supervisor.
• Undertake the job in line with the Company appraisal competencies as follows:
  
  
  
  • Achieves business results and adds value to the service
  • Focuses on internal and external customers
  • Builds and maintains effective teamwork with colleagues
  • Embraces change
  • Perform duties according to all Company policies, procedures and instructions.
  
  

This job description shall not limit your role; you will also be expected to carry out any other duties that your supervisor feels are within your capabilities and skill set.  The above information may not cover everything involved in the position but indicates the size and scope of the role and may be subject to change as the role develops.

Key Performance Indicators:

• Orders processed and processed on system and their accuracy
• Queries, enquiries and complaints resolved
• Completed orders processed in a timely manner

Person Required:

Skills:

• Excellent communication skills are required to interact with internal staff, prescribers and service users.
• Must be able to work off their own initiative as well as part of a team.
• Computer Literate with a good working knowledge of Word and Excel.
• Excellent telephone manner.
• Excellent organisational skills with a good eye for detail.

Knowledge:

• Previous experience within a busy customer service department.
• Previous experience of administration, order processing and scheduling of workloads would be a huge advantage.
• Experience with a similar type of role would be beneficial

Qualifications:

• Qualified to GCSE level or equivalent.
• Any other qualification in IT or administration would be an advantage.

Other:

• An enthusiastic and motivated individual who strives to succeed.
• Must be flexible, adaptable and positive in their approach to work.

Interested, please send your cv by return.

INDLS 

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You may be contacted directly by the employer should they wish to progress your application.

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