GB

      Customer Service Advisor

      Opcare, part of the Ability Matters Group, is the largest supplier of prosthetic and orthotic services to the NHS and private sector in the UK and Ireland. We aim to deliver a first class service for users whilst applying the most advanced and exciting clinical and technical solutions available to patients.

      The successful candidate will join an enthusiastic and busy Repair and Maintenance team, delivering the highest standards of service support to Opcare Posture and Mobility Service Users. This includes management of Field Service Engineers appointments for repairs, preventative maintenance, delivery and collection of clients wheelchairs and associated accessories.

      They will also be responsible for ensuring field service administration requirements are up to date and maintained at all times by ordering all parts required by the FSE`s to complete their jobs.

      Location: Opcare Wheelchair Service – Chessington – permanent base (role will be currently home based due to current COVID-19 social distancing guidelines)

      Job Summary:

      • Providing customer service support to Opcare Wheelchair Service contract(s) in alignment with company business objectives, values and behaviours
      • First line contact via the telephone to service users or appointed representatives for repair service and general service related queries, deals with and transfers them as necessary
      • Manage daily field service engineer workload – optimise productivity efficiency and quality of this workload to meet contractual requirements
      • Ensure that Opcare’s Wheelchair Service Approved Repairer Management System – Optimum is accurately maintained and updated at all times

      Key Responsibilities & Tasks:

      • Responding to initial contact via telephone from service users
      • Daily management of repair and maintenance service workflow within Opcare Wheelchair Service
      • Daily planning and arranging of field service engineer (FSE) appointments
      • Identifies, allocate or progress all FSE requests for spare parts
      • Ensuring that any unrequired goods are effectively returned to the correct location
      • Raising and progression of new patient referrals as and when required following FSE specification outcomes

      Skills & Personal Attributes:

      • Good understanding of English –Written and Verbal
      • Working in a busy admin team
      • Proven background in a customer service / administration environment relating to technical service delivery
      • Proven time management skills
      • A sound working knowledge of IT systems including Microsoft Word, Outlook and Excel
      • Excellent attention to detail

      Desirable Attributes:

      • First aid certificate
      • Health and Safety qualifications
      • Experience / background in NHS service delivery operations

      For more details and additional vacancies please see our website www.abilitymatters.com

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