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Job Title -  Customer Service Advisor – Equipment Line- Out of hours
Location – Rossendale
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Key Responsibilities
- Support the delivery of customer service KPIs, maintaining service standards.
- Adhere to all company customer service processes, using IT systems effectively.
- Ensure all email communications are clear, accurate, and timely.
- Liaise with customers, prescribers, and operational teams to provide an excellent customer experience, promoting continuous improvement.
- Book rounds to full technician capacity in line with scheduling requirements.
- Process and update orders, ensuring accuracy and maintaining clear notes.
- Action emergencies promptly and within agreed timeframes.
- Manage allocations and on-reviews effectively.
- Complete invoice checklists accurately.
- Process new and recycled special equipment requests.
- Coordinate subcontractor works where required.
- Manage site-specific respiratory orders.
- Investigate, respond to, and record complaints, maintaining the complaints database.
- Carry out customer feedback calls or postal follow-ups (minimum one per day per contract).
Skills & Experience Required
- Proven experience in a customer service or contact centre role (healthcare, equipment, or OOH service desirable).
- Strong IT skills with the ability to use multiple systems confidently.
- Excellent written and verbal communication skills.
- Strong organisational and time management abilities, with attention to detail.
- Ability to remain calm under pressure and manage emergencies effectively.
- A proactive and solutions-focused approach to problem-solving.
- Understanding of safeguarding principles and commitment to equality and diversity.
- Must have, or be willing to undergo, a DBS check.
Hours, Pay & Benefits
- Monday – Friday fixed weekly rota:
- 8:00am – 5:00pm
- 9:00am – 6:00pm
- 10:00am – 7:00pm
- Shifts will include working on Bank Holidays
- Pay: £12.27 per hour
- Free on-site car parking
- Opportunities for training and career progression
If this job sounds of interest, we’d love to hear from you!
