Customer Support Coordinator Bank inBirmingham inBirmingham PUBLISHED FRI 13 DEC 2024

BANK

Prometheus Safe and Secure rCH98uu1

Dynamic Work Environment, The role of a Customer Support Coordinator is fast-paced and offers a variety of daily tasks, ensuring that no two days are the same.

Impactful Customer Interaction, You will have the opportunity to make a real difference in people's lives by providing vital support and assistance to patients and emergency services.

Development Opportunities, The position encourages self-driven personal development and offers chances to enhance skills in customer service, call handling, and operational support.

Team Collaboration, You will work closely with a dedicated team of professionals, allowing for strong teamwork and cultivating a supportive workplace culture.

Problem-Solving Skills, The role challenges you to think critically and creatively when dealing with customer inquiries and service requests, boosting your problem-solving abilities.

Structured Training, Prometheus Safe and Secure likely offers structured training programs to equip you with the necessary skills to excel in your role.

Job Security, Working in healthcare-related customer support provides a sense of stability, as there is always a demand for skilled coordinators in the field.

The Customer Support Coordinator role at Prometheus Safe and Secure in Birmingham involves working shifts to serve as the primary contact for customers, addressing inquiries, resolving issues, and coordinating service requests. The position requires providing excellent customer service, managing customer requests efficiently, and coordinating logistics with frontline staff. Responsibilities include dispatching specially trained personnel, managing regular business calls, and supporting staff in the office.

The coordinator will also handle call management using various IT systems, maintain accurate records, oversee operational support, and ensure proper staffing levels for service requests. Additionally, the role mandates personal accountability for ongoing development, compliance with policies, and meeting key performance indicators (KPIs). Overall, the position emphasises effective communication, attention to detail, and a commitment to delivering high-quality support to customers and staff.

Only open to UK Candidates.

As a Customer Support Coordinator, you will work on a shift pattern and serve as the primary point of contact for customers, handling inquiries, resolving issues, coordinating service requests, entering data into the call management system, assigning ambulance crews to approved services, and staffing new approved Enhanced Observation services.

Your role involves providing exceptional customer service while efficiently managing customer requests and coordinating logistics with frontline staff. With strong communication skills and attention to detail, you will ensure smooth operations and customer satisfaction.

Your role will primarily involve taking the requests from our customers to use our service and then dispatching our specially trained staff or advising them as required.

You will also support our staff who are on duty and in the office and you will assist in taking and managing regular business calls that are received.

On occasions members of the public will contact us directly from time to time so you may have to support and manage their requirements to use our specialist services.

About us
1. Customer Service Delivery
Deliver high-quality and effective customer service and support over the telephone to customers and staff.
Support patients contacting the service directly.
Ensure every patient contact is conducted appropriately with a focus on customer and patient-focused support and care to achieve the best outcome.
2. Call Handling and Information Management
Utilise a wide range of IT systems effectively to fulfil call handling functions.
Accurately record information and maintain records of calls appropriately.
Monitor multiple email inboxes and respond accordingly.
3. Operational Support and Coordination
Assist all staff in queries and escalate appropriately, especially if a clinical decision is required.
Ensure adequate handover of patient details between teams, including risk history, current presentation, and relevant features.
Ensure correct staffing levels and skill mix for each service request.
Promptly escalate staff lateness or sickness to the appropriate Line Manager.
Report accidents, complaints, and untoward incidents promptly to the management team through agreed channels.
Maintain a healthy and safe working environment for self and colleagues.
Maintain a working knowledge of Prometheus business technical procedures and escalate issues affecting service delivery as necessary.
Ensure an adequate supply of paperwork for ambulance crews.
Undertake alternative roles within the wider business and group as required.
Be part of the on call rota to be on call as required by the Company
4. Personal Development and Performance
Take responsibility for own personal development requirements.
Maintain up-to-date awareness of current policies and utilize non-clinical triage skills to ensure request appropriateness.

Meet daily key performance indicators (KPIs) and targets.

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