Customer Account Coordinator (Long Term Strategic Partnerships)

Job Title

Job Description

We now have an exciting opportunity within Philips Healthcare, working in our busy Service Support Centre as part of the Managed Service team. We are seeking a confident and proactive individual to join us as a Customer Account Coordinator. You will have excellent customer management and communication skills, strong attention to detail and a practical approach to problem solving. You will be comfortable managing several priorities at once, working under pressure and coordinating activities across customers, internal teams and third party suppliers to deliver excellent service.

Your role

Manage assigned customer accounts, coordinating day to day requirements and ensuring customer needs, actions and updates are followed through.

• Answer customer calls, register requests accurately on the relevant management system and manage customer cases in line with the contract specific KPIs.
• Manage shared email inboxes and multi channel communications, ensuring customer queries and requests are progressed promptly.
• Correspond confidently with customers by phone, email and customer portal, providing clear updates and managing expectations.
• Take ownership of customer issues, coordinating actions with colleagues in Planning, Service Logistics, Contracts and field teams through to resolution.
• Escalate calls and customer issues to the LSP Manager where increased priority or further support is required.
• Create, maintain and update cases, customer records and asset information in Salesforce.com and other relevant systems.
• Keep call management and asset management systems up to date so that the LSP team has a clear view of current status and next actions.
• Manage and coordinate Preventative Maintenance schedules in line with individual customer contracts.
• Work closely with Customer Delivery Managers and field teams to support customer requirements and service delivery.
• Liaise with Procurement and third party suppliers regarding service provision, pricing and order related queries where required.
• Follow up with internal teams, suppliers and customers to obtain information, resolve gaps and ensure records are complete and accurate.
• Support routine operational and performance reporting by maintaining accurate information and providing updates when required.
• Attend governance meetings and customer site visits from time to time, acting as a customer advocate for the team.
• Undertake additional responsibilities or projects as directed by the LSP Team Leader.

How we work together

• We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
• This role is based in Farnborough, Hampshire, with hybrid working, including the flexibility to work from home two days a week once the initial training period is complete.

Shift patterns

Standard shifts: 8:00am to 4:30pm and 8:30am to 5:00pm on a team rotation.

Late shift: 11:30am to 8:00pm, with weekend standby from 8:00am to 8:00pm on a team rotation.

Weekend standby and work late shift can be completed from home.

You’re right for this role if:

• A motivated and proactive approach, with a willingness to learn and develop within the role.
• Confident customer management skills, with the ability to build trust, manage expectations and handle challenging situations calmly.
• Excellent written and verbal communication skills.
• Strong organisational and multitasking skills, with the ability to manage competing priorities and changing demands.
• The ability to work well under pressure while maintaining accuracy and customer focus.
• A practical problem solving approach and the confidence to take ownership of issues through to completion.
• The ability to work independently and collaboratively as part of a small team.
• Strong IT skills, including Microsoft 365, with the confidence to learn and use customer, call and asset management systems.
• Excellent attention to detail and a commitment to maintaining accurate records.
• The ability to work to agreed targets, deadlines and service requirements.
• Resilience, adaptability and a positive approach to change.
• A consistent commitment to delivering excellent customer service.

You are part of the Service Support Centre in the Health Systems Business at Philips. You will report directly to the LSP Office Manager.

Compensation and Benefits:

Doing meaningful work should come with fair, transparent rewards. The base salary range for this role is £ 25 000 - £ 39 000.  We determine pay within the range using objective factors, like the skills the role requires, your relevant experience and the responsibility you'll have in this role, alongside internal equity and local market considerations. This role is eligible for an annual incentive with your rewards linked to key performance indicators and company results.  Benefits include a generous pension contribution, private healthcare, along with a range of flexible benefits and family friendly policies - be sure to speak to your recruiter about all the benefits on offer. We also have plenty of learning opportunities to support your development at Philips We’ll share the full approach with you during the interview process, so you can make a clear, informed decision.

Due to the role working in the healthcare environment, a standard DBS (Disclosure and Baring Service) criminal record check will be required for this role.

About Philips UKI

In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment.  We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability. 

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.

We are committed to fostering a flexible work environment that is conducive to personal and professional growth and encourage open discussions around flexible working options to ensure we tailor a working arrangement suitable to individual needs while aligning with business goals. If you have specific flexible working requirements, please feel free to discuss these during these with your TA Consultant.

About Philips
Are you ready to do the work of your life to help the lives of others? Learn more about our business, discover our rich and exciting history and learn more about our purpose.
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care.

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