Job Description

• Manage activity to ensure individual targets and department KPI’s are met and exceeded.
• Manage customer refunds through our Clinical Services List.
• Manage customer complaints and follow through to a satisfactory conclusion for both parties.
• Follow-up on all quotations for the company’s private customers.
• Manage all non-clinical escalation calls through our Clinical Services list.
• Carry out follow-up calls for all private customers at 24 hrs, four weeks and then 6-monthly thereafter.
• Track sales figures and performance to provide periodic forecasts and reports.
• Take a proactive approach in improving customer journey by responding to customer feedback and through process improvement.
• To maintain a safe and healthy working environment.
• Commit to the belief of 'always do what is right for the customer.
• Keep up to date with the latest industry trends & developments.
• Operate in line with company policies, procedures, NHS guidelines and current legislation at all times.

About You:

• Audiology clinical experience preferable.
• Healthcare Customer Service Experience highly preferable
• Proven track record of exceeding Customer Service targets.
• Supervisor experience preferred but not essential.
• Experience of working in Healthcare/Clinical environment.
• Highly motivated with a drive to succeed.
• Outstanding organisational skills.
• Dedicated to exemplary customer service.
• Excellent communication skills, both written and verbal.
• Strong time management skills and the ability to take responsibility for and prioritise own workload.
• A professional and approachable nature.

Required Knowledge, Skills, and Abilities