Apprentice Customer Service Advisor

Being the first point of contact for service users, their family and health providers, ensure that the right product, in the right condition is delivered and installed to the client in an appropriate and caring manner within the specified time frame to the agreed specification and to the agreed performance, qualitative and financial targets. Enhancing customer experience by use of diplomacy and tact in difficult situations.

Key Duties:

• Achieve Apprenticeship programme


• Managing inbound and outbound calls, leasing with service users, their families and prescribers - within Medequip agreed KPIs


• Booking all delivery rounds in advance for Technicians and Service Engineers, utilising the software appropriately


• Ensuring all client and delivery details are correct and up to date, adding notes to the system where necessary


• Ensuring emergency jobs are actioned within the agreed KPI by relaying the requirements to the technicians and warehouse


• Ensuring all steps are taken to contact the client, and leasing with the prescriber, putting order on review, when contact is not achieved


• Answering emails and complaints within Medequip agreed timeframes


• Liaising between health professional and service users


• Ensure Technician’s mix of work is acceptable, assessing the workload


• Managing reception and facilitating retail sales