customer service coordinator in guildford

11 October 2019
philips guildford, randstad inhouse services
job type
£ 24,000 per year
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guildford, south east
customer services
sub specialism
Call Centre
job type
working hours
£ 24,000 per year
reference number
philips guildford, randstad inhouse services
07342 083989

job description

Do you have experience within a customer service role or call centre and seeking a challenging role that is pivotal to the success of the business? If so, please read on!

In partnership with Philips Healthcare, Randstad are pleased to be advertising for the role of Resource Planner (customer care service coordinator) on an ongoing temporary basis due to exciting growth, permanent opportunities may be available in the future. The role sits within the vibrant customer service centre at Philips Guildford.


* Weekly pay
* Free on-site car park
* Shuttle bus service from the train station
* Access to discounts and wellbeing services with Randstad Benefits
* Free fruit and catered canteen
* 33 days holiday
* Modern offices and equipment

Working Hours and Pay Rate:

* Monday - Friday (rotating weekly shifts)

* 09:00AM - 17:00PM
* 11:30AM - 20:00PM

* 1 in 5 Saturdays

* 08:00AM - 20:00PM

* £24,000 PER ANNUM

* Negotiable depending on experience

* Additional 10% uplift if working unsociable hours


* The customer care centre is responsible for managing all service requests from Philips Healthcare customers, and as a customer care service coordinator you will be responsible for creating the resource-based plan to deliver the service solution to the customer across the Philips Healthcare equipment range from installation and upgrades to repair & servicing.
* The team of customer care service coordinators take receipt of customer calls via phone, web & email: they are registered into the service management system to establish prioritisation and next-step actions
* Quickly determine how to respond to a customer call, taking into consideration the customer's request and contractual agreements
* Liaise with the various functions of the customer care centre to provide the best solution that balances the customer need against the business requirements
* Assign and dispatch Field Services Engineers (FSE's) based on the advice from an onsite technical helpdesk taking into consideration the FSE's location, workload and urgency of the situation
* Coordinate orders of spare parts if required and keep the customer and engineers informed at every stage.
* Ensure customers are aware of the status of their call and the actions taking place
* For regular maintenance, you will be required to make detailed appointments
* Manage the progress of the customer call until resolved, communicating with various colleagues, you may need to escalate the situation if you encounter problems meeting the service level agreement


* Resilient and confident character, with excellent problem-solving skills
* Prepared to take ownership of customer problems through to completion
* Demonstrated commitment to satisfy customers, able to build trust and confidence
* Ability to work as an individual and as part of a team
* Ability to manage workloads and priorities. Good organizational skills
* Ability to work to pre-determined targets and timescales
* Computer Literate, I.T skills, experience with excel/word

'Why should you join Philips? Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work. We focus on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Succeeding in this role will open many doors for your long term career, whether this is in Philips or otherwise, so apply today.'