Senior Customer Relations Coordinator
| Posting date: | 27 November 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 11 December 2024 |
| Location: | Epsom, Surrey, KT18 5AL |
| Company: | Nuffield Health |
| Job type: | Contract |
| Job reference: | JR0082465_1732726249 |
Summary
Senior Customer Relations Coordinator
Epsom/Hybrid | Customer | Maternity Cover | Fixed-Term: 12 Months | Full-Time
Competitive salary, depending on experience
37.5 hours per week
Nuffield Health is the charity that's building a healthier nation, one day at a time. From award-winning hospitals and leisure facilities to flagship community programmes - we'll do whatever it takes to look after the UK's wellbeing. It starts with passion and commitment to quality. It starts with you.
As a Senior Customer Relations Coordinator, you'll bring experience of working in a customer environment, experience responding to complaints and have a positive attitude to developing and nurturing relationships. You'll have a strong understanding of following process and possess the ability to "Think Like a Customer". The role requires the ability to be able to put yourself in the shoes of the customer, understand their wants and needs and handle them in the most appropriate manner.
Playing a key role within our Customer Relations Team, you'll act as a central point of contact for complaint cases and provide the wider business with support and advice in relation to complaint handling. You'll also be a key contact for Stage 2 complaints and will support with collating detailed reports for our customers.
As our Senior Customer Relations Coordinator, you will:
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Investigate and resolve issues where possible. If not, assign an owner where appropriate to each complaint and advise the customer of the due date for resolution.
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Timely follow up within SLA with customers throughout the life of their query resolution.
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Chase up complaints which are about to breach their SLA to encourage resolution within the set timescale.
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Responsible for ensuring that all relevant documentation is uploaded and recorded on the relevant complaint management system.
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Act as a complaint's subject expert for the wider business providing support on appropriate wording for responses and advice on effective complaint handling wherever required.
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Support the Customer Relations Manager with training our internal teams.
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Act as a key point of contact for escalated Stage 2 complaints by working closely with our site colleagues to compile reports and responses.
Helping you feel good.
We want you to love coming to work, feeling healthy, happy and valued. That's why we've developed a benefits package with you in mind. From free private healthcare to gym membership, a cycle to work scheme and more. At Nuffield Health, we take care of what's important to you.
Join Nuffield Health and create the future you want, today.
If you like what you see, why not start your application now? We consider applications as we receive them and reserve the right to close adverts early (for example, where we have received an unprecedented high volume of applications). So, it's a good idea to apply right away to ensure you're considered for this role.
It starts with you.