Audiology Customer Service Triage Coordinator

Audiology Customer Service Triage Coordinator

Are you a caring individual looking to start your career as a Customer Service Coordinator You’ve come to the right place.  

The Audiology Customer Service Triage Coordinator serves as the first point of contact for patients, ensuring efficient handling of inquiries related to audiology services. This role involves assessing caller needs, prioritizing cases, and directing them to the appropriate audiology professional or service pathway. Having a robust triage process for effective diary management to achieve weekly and monthly KPIs. The coordinator plays a key role in delivering exceptional patient experience and supporting clinical workflows. You will support by your directors to inspiring the team and using KPI’s to increase sales by driving excellent customer service  

What's on offer:

• £27,000 per year 
• 40 hours per week
• Specsavers Perks – our discounted benefits scheme
• 28 days holiday - extra day off for your birthday
• WeCare – UK confidential employee helpline
• Discounted hearing and eyecare benefits
• Enhanced pay for family leave (Maternity/Paternity etc)

So, you’re an organised, proactive person, passionate about doing a great job and offering the best customer service?  Sounds like you’d be a great fit here.  As a front of house assistant in Specsavers, you don’t need to have previous optics experience, you just need to be prepared to create an outstanding service and environment for both our customers and team, making sure every patient receives the best care in our stores.  

We are looking for people with great organisational and IT skills, superb time keeping, a professional and friendly approach and confidence in communicating at all levels. 

Some of the key tasks are as follows -

• Schedule appointments and manage refferals in line with audiology service guidelines 
• Maintaining efficient diaries to hit weekly target
• Provide accurate information on audiology services, hearing aid support and follow up care  
• Maintain detailed and accurate records in patient managment systems 
• Ensure compliance with data protection and confidentiality standards
• Collaborate with aduilogist and optical teams to optimize the best patient flow 

Skills & Qualifications 

• Strong communication and active listening skills.
• Ability to prioritize and manage multiple tasks under pressure.
• Able to handle difficult conversations with upset or frustrated patients in a calm and supportive manner.
• Proficiency in call centre systems and Microsoft Office applications.
• Previous experience in customer service or triage preferred.
• The ability to plan your own work, work on your own initiative and meet deadlines.    
• Experience of working in a fast- paced retail environment  
• Comfortable in presenting information to other team members e.g. through daily huddles, full team meetings 

If you’re ready and raring to join our team and drive our practice forward, we can’t wait to hear from you. You just need to be passionate, a great team worker and communicator, confident in using IT systems, and have an ability to adapt so apply today!