Position Spotlight:

• A 12 Month Fixed-Term Assignment
• 100% onsite, office-based work environment in our Addlestone office
• Daily schedule of 9:00am - 5:30pm, Monday through Friday
• Provide first line customer service to our recipients and clinics

The Role

Cochlear’s Customer Service Team truly enhances our customer’s experience for implantable hearing solutions.  We are responsible for providing a professional first point of contact for Clinics, medical professionals and our recipients. We partner with all functional areas within Cochlear (including Sales and Marketing) and work closely with other areas of Cochlear’s business across EMEA, including initiatives from our Head Office in Australia.  This exciting position provides service excellence to all Cochlear’s customers.       

This is a 100% onsite, office-based role in our Addlestone office and fantastic career opportunity for someone with great customer service skills, alongside the ability and capacity to learn new systems. You will be responsible for providing a professional first point of contact to customers, primarily managing orders as well as service and repair processes.  Being part of a friendly team, you will develop and grow your product knowledge, by following a comprehensive and structured training programme from day one. There may also be some occasional travel within the region, to attend and participate in conferences, training, workshops and customer events. 

Main Accountabilities:

• Provide first line customer, product, technical and clinical support directly to recipients and clinics via all communication channels.
• Liaise with Cochlear Field Teams to provide recipient support for higher level product, technical and clinical enquiries.
• Liaise with and refer recipients to their Cochlear Care clinic for specific clinical requirements.
• Processing Cochlear Care patient orders.
• Manage Travel Programme applications.
• Create and maintain all contracts within Oracle and SalesForce.
• Undertake account maintenance to ensure data accuracy for Cochlear Connected Care Services.
• Manage on-boarding of new customers to the Cochlear Care Programme, managing consent and online store account applications.
• Inform recipients about “Cochlear Family” and promote the benefits.
• Acquire and remain up to date with product knowledge, upgrades, accessories, and spare parts.
• Acquire and maintain knowledge for troubleshooting products, online applications, and Smart Apps.
• Follow detailed processes and contribute to the knowledge management system.
• Work closely with the clinical and technical teams to keep them updated with order or delivery issues and account problems.
• Occasional travel within the UK and to attend and participate in conferences, workshops, and customer events – on and off site.

Key Requirements: 

Minimum:

• NVQ 2 Customer Service, or equivalent and/or experience working in a Customer Service function.
• Must evidence strong interpersonal skills in terms of effective listening and patience, relationship building and influencing skills.
• Microsoft Office (Excel, Outlook, Teams etc.)
• Confident communicator – written and verbal.  
• Excellent attention to detail/Accuracy

Ideal:

• Experience within medical device or healthcare environment, in particular working with the NHS as a customer would be beneficial.
• Familiarity in communicating with the hearing impaired would be advantageous. 
• Experience of Customer Relationship Management Software (SalesForce), Enterprise Resource Planning System Software (Oracle).

What we offer:

• Competitive Salary 
• 5% commission (dependent on company performance)
• 25 days annual leave (plus Bank Holidays)
• Sharewave – company share option scheme
• Private Medical insurance (partner and dependents)
• Medicash scheme
• Group Income Protection
• Contributory pension scheme
• Business Park activities and gym access

General:

Cochlear’s mission is to help people hear and be heard. Around the world, more people chose a Cochlear-branded hearing implant system than any other. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives. Learn and grow with us as we tackle the most complex challenges in helping people to Hear Now. And Always. Cochlear is the global market leader in implantable hearing solutions including cochlear implant systems (CI) and bone anchored hearing aids (Baha™).

Equal opportunity:

Cochlear is committed to providing equal opportunities to avoid unlawful discrimination on the grounds of race, sex, disability, sexual orientation, religion/belief or age. In line with our corporate ethics and statutory obligations we strive to ensure that the work environment is free of harassment and bullying and that everyone is treated with dignity and respect - this is an important aspect of ensuring equal opportunities in employment.