Customer Support Coordinator

As a Customer Support Coordinator, you will provide a first class frontline support service to our customers across multiple communication channels. Acting as a key point of contact, you will manage customer queries, coordinate with internal teams and suppliers, and ensure that issues are resolved efficiently and professionally. This is an excellent opportunity for someone who enjoys problem solving, building relationships, and delivering exceptional customer service in a fast paced environment.

Main duties of the job

Responsible for the day to day delivery of a helpdesk service, providing a single point of contact for customers and suppliers. Duties include logging, diagnosing, and resolving first line queries, escalating unresolved issues to second line support, and ensuring timely closure of calls in line with departmental procedures. Maintains effective communication with procurement, finance, and supply chain teams to investigate and resolve queries efficiently. Handles stock related enquiries for internal staff and Trust customers while delivering a high standard of customer service. Works collaboratively within a team, adopting a flexible approach to support service delivery and continuous improvement initiatives. Monitors personal performance to ensure quality standards are achieved and uses knowledge and experience to resolve complaints and complex issues wherever possible. Builds strong relationships with internal and external stakeholders, dealing diplomatically with people at all levels. Committed to providing a professional, responsive, and customer focused service across a large and diverse organisation.

About us

KFM is a provider of healthcare support services. The purpose of KFM is to partner with and support healthcare providers in providing world class patient care, with all profits and cost savings reinvested in the NHS. KFM provides an end to end managed service, covering all clinical areas & specialities and procuring and supplying all clinical supplies, medical equipment plus maintenance, training and technical support and outpatient pharmacy dispensing services. KFM is a Limited Liability Partnership owned by Kings College Hospital NHS Foundation Trust with no private sector partners. KFM is a public authority not a private company. KFM has an annual turnover of around £180 million and over 350 staff.

Customer Support Coordinator

Department: Customer Experience
Salary: £30,500 - £32,300 per annum + up to 12% annual bonus
Contract: Full time, Permanent
Location: Hybrid working minimum 2 days per week on site (from either office in Denmark Hill or at Princess Royal University Hospital)

Key Responsibilities

• Respond to customer calls and email enquiries in a professional and timely manner.
• Provide excellent customer service across all customer interactions.
• Log, track and manage queries using the approved helpdesk system.
• Investigate and resolve customer issues or escalatethe where appropriate.
• Liaise with internal teams including Procurement, Supply Chain and Finance to achieve positive outcomes.
• Maintain accurate records and ensure all queries are followed through to resolution.
• Support continuous improvement initiatives within the service.
• Build strong working relationships with customers, colleagues and suppliers.

About You

• Previous experience in a customer service, helpdesk or customer support environment.
• Excellent written and verbal communication skills.
• Strong Microsoft Office and computer skills.
• The ability to work effectively in a busy and changing environment.
• A proactive and solution focused approach to problem solving.
• Strong organisational skills and excellent attention to detail.
• The ability to remain calm, professional and customer focused under pressure.
• A collaborative approach and the ability to work effectively as part of a team.

Qualifications

• GCSEs (Grade AC/49) or equivalent.

Why Join KFM?

• Work for an NHS owned organisation that reinvests profits into patient care.
• Be part of a supportive and collaborative team.
• Contribute to improving services that support healthcare delivery.
• Access opportunities for learning, development and career progression.
• Join an organisation committed to inclusion, diversity and continuous improvement.

Apply today and help us deliver exceptional support to those who deliver exceptional care.

Person Specification General Requirements

• Please refer to job description above
• Please refer to job description above

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.