Customer Care Support Specialist - Endoscopy Loan Devices

Customer Care Support Specialist - Endoscopy Loan Devices

Theale - £26,000 to £28,000 per annum

Our client is looking for a Customer Care Support Specialist to join their Endoscopy Loan Devices team based in Theale, Berkshire.

Purpose of the role

The Loan Device Support Specialist will have primary responsibility for the administrative management of endoscopy loan and rental scope processes. Acting as the first line controller of loan inventory, customer dispatch and stock replenishment processes, daily operation, customer escalation triage, and ongoing process and procedure development.

Responsibilities

• Resolves routine and complex inquiries relating to loan device availability and selection, including validation of compatible alternative models where applicable
• Proactively manages the lifetime and recall of loan and rental device inventory
• Acting as the focal point of channelled escalation activity relating to loan and rental workflows
• Manages loan inventory in the warehouses, including customer dispatch
• Accountable for maintaining loan device stock levels, working closely with internal workshop staff to ensure continuous stock replenishment to meet customer demand
• Manages loan device waiting lists ensuring key internal and external stakeholders are consistently engaged and updated
• Support the onboarding of new customer contracts ensuring that customer requirements are understood and internal CCC processes are developed to support consistent service delivery
• Acts as the CCC's subject matter expert for Endoscopy Loan Device services, providing advice and assistance to the wider team and other business functions as required
• Accountable for the delivery and management of contractual customer service levels and KPI reporting for endoscopy service contracts
• Work closely with senior staff to inspire team members to provide outstanding customer service to advance customer satisfaction and nurture client relationships
• Establish and maintain external supplier relationships to assist with upholding exceptional levels of customer service and preserve service levels
• Work closely with Team Leaders to monitor department internal and external communications ensuring that information is accurate, timely and on brand
• Support departmental training programmes to support cross-functional resilience and business continuity programmes.
• Ensure that there is excellent communication with and support of other functions within Althea UK notably new sales, account management, field service operations and finance
• Maintain the critical link between clients, service providers and operations managers to achieve a best-in-class service
• Work as part of a team to support and champion continuous improvement initiatives

Essential Skills and Experience

• Proven track record of leading and motivating frontline service centre staff Desirable
• Excellent role model for the team
• Must be self-motivated with a 'can-do' attitude and ability to work and deliver under pressure
• Capable of specifying and using supporting IT systems Desirable
• Passionate about customer service and the ability to handle challenging customer situations
• Must be able to initiate and implement change programs Desirable
• Excellent problem-solving skills and attention to detail
• Strong influencing and relationship building skills
• Experience of working in a call centre/service centre environment and working to meet strict SLAs and deadlines
• Asset management background
• An understanding of DI/other medical equipment and hospital working practices

Salary & Benefits

• £26,000 - £28,000 per annum
• Royal London Pension Scheme - 3% EE contribution and 5% ER contribution
• Death In Service Scheme after 6-month probation - 4 times salary
• Perkbox employee benefit system
• 25 days annual leave + bank holidays

If you have all the above and feel this is the role for you, please do not hesitate to contact us at One to One Personnel on or forward CV to

A DBS Enhanced Disclosure is required for all applicants