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 & 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 effectively.
• A proactive and solutions-focused approach to problem-solving.
• Understanding of safeguarding principles and commitment to equality and diversity.
• Must have, or be willing to undergo, a DBS check.

Hours, Pay & Benefits

• Monday – Friday fixed weekly rota:
  • 8:00am – 5:00pm
  • 9:00am – 6:00pm
  • 10:00am – 7:00pm
• Shifts will include working on Bank Holidays
• Pay: £12.27 per hour
• Free on-site car parking
• Opportunities for training and career progression

If this job sounds of interest, we’d love to hear from you!