Job Title - Customer Service Advisor Equipment Line- Out of hours Location Rossendale Key Responsibilities Support the delivery of customer service KPIs, maintaining service standards. Adhere to all company customer service processes, using IT systems effectively. Ensure all email communications are clear, accurate, and timely. Liaise with customers, prescribers, and operational teams to provide an excellent customer experience, promoting continuous improvement. Book rounds to full technician capacity in line with scheduling requirements. Process and update orders, ensuring accuracy and maintaining clear notes. Action emergencies promptly and within agreed timeframes. Manage allocations and on-reviews effectively. Complete invoice checklists accurately. Process new and recycled special equipment requests. Coordinate subcontractor works where required. Manage site-specific respiratory orders. Investigate, respond to, and record complaints, maintaining the complaints database. Carry out customer feedback calls or postal follow-ups (minimum one per day per contract). Skills and Experience Required Proven experience in a customer service or contact centre role (healthcare, equipment, or OOH service desirable). Strong IT skills with the ability to use multiple systems confidently. Excellent written and verbal communication skills. Strong organisational and time management abilities, with attention to detail. Ability to remain calm under pressure and manage emergencies effec