HEAR CARE CENTRES BRANCH COORDINATOR, Yeovil

LOCATION- Yeovil

REPORTS TO- Area Manager

Patient & Practice Support Administrator

• To assist with administration duties such as returned mail and ensure customer records are updated accordingly
• To make customer follow up calls after purchase and non-purchase customer calls.
• To assist the business with ad hoc campaigns and projects
• To delight our patients through best in class customer service & care.

Practice Receptionist

• To support the running of the reception desk at our Hearing Centre
• To ensure all patients are greeted and made to feel welcome
• To run and organise the diaries of the clinicians.

PRINCIPLE DUTIES AND RESPONSIBILITIES

• Deal directly with customers by telephone
• Opening & closing of the practice
• Taking payments & banking
• Sort and distribute post
• Book appointments for customers
• Promote and offer the best services we have to offer
• Respond promptly to customer enquiries
• Obtain and evaluate all relevant information to handle product and service inquiries
• Provide pricing information
• Record details of inquiries, comments and complaints
• Record details of actions taken
• Prepare and distribute customer activity reports
• Maintain customer databases
• Manage administration
• Communicate and coordinate with internal departments
• Pro active support in diary management and telephone communication with the core THCP business.
• Follow up on customer interactions
• Provide feedback on the efficiency of the customer service process
• Maintain high standards at all times of personal appearance, timekeeping, attendance and respect of company property
• Operate in line with company policies, procedures and current legislation at all times
• Engage with the local community
• Carry out in practice hearing aid repairs & communicate efficiently with suppliers & manufacturers.

EDUCATION AND EXPERIENCE

• Knowledge of customer service principles and practices
• Knowledge of relevant computer applications
• Ability to type
• Numeric, oral and written language applications
• Product knowledge

KEY COMPETENCIES

• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Problem analysis and problem-solving
• Attention to detail and accuracy
• High energy levels
• Self-motivated
• Data collection and ordering
• Customer service orientation
• Adaptability
• Initiative