Customer Experience Advisor Birmingham, England
Job description
Customer Experience Advisor
Basic Salary: £20,500
Hours/Shifts: 37.5 hrs a week, ability to work from home after training
Being the first point of contact for service users, their family and health providers, serve to ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets. Enhancing customer experience by use of diplomacy and tact in difficult situations
Medequip as a values-driven organisation places an emphasis not only on results but also on how those results are achieved. There is particular focus on safety, empathy, respect, teamwork, and excellence in all we do.
The Role
- Managing inbound and outbound calls, leasing with service users, their families and prescribers – within Medequip agreed KPIs
- Booking all delivery rounds in advance for Technicians and Service Engineers, utilising the software appropriately
- Ensuring all client and delivery details are correct and up to date, adding notes to the system where necessary
- Ensuring emergency jobs are actioned within the agreed KPI by relaying the requirements to the technicians and warehouse
- Ensuring all steps are taken to contact the client, and leasing with the prescriber, putting order on review, when contact is not achieved.
- Answering emails and complaints within Medequip agreed timeframes
- Liaising between health professional and service users
- Ensure Technician’s mix of work is acceptable, assessing the workload
- Managing reception and facilitating retail sales
The Person
- Smart, clean appearance and polite manner
- Able to show empathy, patience and remain calm, adopt a positive attitude to difficult situations and working under pressure
- Ability to communicate effectively with customers regardless of cultural, language background, age, health or personal circumstances (bereavement) with patience and dignity
- IT literate and comfortable using IT
- Ability to manage own workload and work unsupervised
The Benefits
- 29 days holiday moving to a max of 33 days ( inclusive of Bank Holidays, pro rata)
- Continuous training , development & management support
- Pension scheme
- Healthcare scheme
- Life assurance
- Cycle to work scheme
- Care First employee assistance programme including free counselling
- Discount arrangements
- Free uniform
- Opportunities for career progression
If you are interested in a role where you can work in a great team with great benefits and carry out a role where you can add value to our customers lives every day, then this is the role for you.
We welcome applications from all sections of the Community as an Equal Opportunities Employer. We are also happy to make any reasonable adjustments at any stage of the recruitment process should you need it, please let us know.
We take our data privacy seriously and commit to processing your data in line with GDPR guidelines. Medequip’s Privacy Notice sets out the basis on which the personal data collected from you, or that you provide to us, will be processed in connection with our recruitment processes.
Job Type: Full-time
Salary: From £20,500.00 per year
Benefits:
- Cycle to work scheme
- Employee discount
- Health & wellbeing programme
- On-site parking
- Work from home
Schedule:
- 8 hour shift
- Day shift
Education:
- GCSE or equivalent (preferred)
Experience:
- Customer Service: 1 year (preferred)
Work Location: Hybrid remote in Birmingham
