Customer Operations Coordinator

What you are responsible for:

• Complete the booking of patient appointments into the correct programme capacity both in bulk and on an ad-hoc basis within timescale.
• Assist with cancelling clinics and rebooking of patients.
• Managing correspondence across multiple channels.
• Managing and responding to queries from our Patients, NHS Customers, Programme Staff and internal colleagues via telephone and e-mail.
• Making outbound calls to GP Practices to undertake remote data extracts.
• Administering queries via the Customer Operations Service Desk, within agreed service level agreement targets.
• Maintaining accurate data on internal systems.
• Supporting the department with roll out of software systems and processes.
• Working closely with colleagues to ensure best practice is shared and providing support to colleagues when required.
• Escalating any issues as and when they arise.
• Developing and maintaining excellent relationships with all key stakeholders.
• Undertake any Customer Operations ad-hoc duties and projects that are required.

What people see in you:

• A team player who is supportive, reliable, and trustworthy, who creates a positive atmosphere.
• A person who is customer focused.
• Able to organise, prioritise and be flexible in approach to workloads.
• A person who is proactive and uses own initiative.
• Able to demonstrate attention to detail and accuracy.
• Ability to work under pressure, stay calm in challenging situations and meet short deadlines.
• A person with excellent time management skills.
• A great communicator at all levels as well as excellent written and verbal communication skills.
• Assertive, confident, understanding, and self-motivated.

You have experience of:

• Dealing with customers and/or patients and know how to manage their queries effectively and sensitively.
• Extensive customer service experience in a fast-paced team environment
• Complex administrative tasks and duties
• Knowledge and experience of using Microsoft and other IT Packages
• Working independently and as part of a wider team