Customer Services Coordinator Role Purpose
Please note: Visa sponsorship is not available for this role.
Eleanor Hospital Logistics is seeking a Customer Services Coordinator to support the Customer Services Support Centre (CSSC) across the Oxford Kitting & Carting (OKC) programme and wider surgical logistics operation.
The postholder will provide day-to-day operational support, acting as a key point of contact between theatres, clinical teams, CSSD, warehouse operations, transport providers and procurement teams. The role focuses on coordinating customer enquiries, resolving operational issues, supporting theatre readiness and ensuring the timely movement of surgical equipment, consumables and inventory.
Key ResponsibilitiesOperational Support
- Support the daily operation of the Customer Services Support Centre (CSSC).
- Coordinate communication between theatres, warehouse teams, CSSD, transport providers and procurement.
- Assist with theatre scheduling activities, including changes, cancellations and emergency requests.
- Monitor and escalate issues relating to consumables, implants, instrument trays and theatre readiness.
- Support the movement and tracking of theatre carts, totes and inventory using operational systems.
- Assist with business continuity and emergency operational procedures when required.
Customer Service
- Respond to customer enquiries promptly and professionally.
- Log, monitor and update customer requests using ticketing systems.
- Escalate operational issues in line with agreed procedures.
- Maintain accurate records of customer interactions and operational activities.
- Support service performance by meeting response time and service level targets.
Systems & Inventory
- Use inventory and tracking systems to monitor stock movements and product availability.
- Assist with maintaining accurate inventory records and operational data.
- Support stock reconciliations and report discrepancies where identified.
- Ensure operational records are accurate and support audit and traceability requirements.
Compliance & Quality
- Follow infection prevention, health and safety, security and operational procedures.
- Comply with Standard Operating Procedures (SOPs) and NHS governance requirements.
- Support operational testing, audits and continuous improvement activities.
- Help maintain high standards of patient safety and service quality.
Communication
- Build positive working relationships with clinical and operational teams.
- Provide updates on customer enquiries, stock availability and operational issues.
- Work collaboratively across departments to ensure efficient service delivery.
Person SpecificationEssential
- Experience in customer service, administration or operational support.
- Strong organisational and communication skills.
- Ability to prioritise tasks and work in a fast-paced environment.
- Good attention to detail and problem-solving skills.
- Competent in using Microsoft Office and computer-based systems.
Desirable
- Experience within the NHS, healthcare or logistics environment.
- Knowledge of inventory management or tracking systems.
- Experience supporting theatre, warehouse or clinical services.
Core Competencies
- Customer focus
- Communication skills
- Organisation and coordination
- Teamwork
- Problem solving
- Attention to detail
- Digital systems competency
- Adaptability
Operational Interfaces
The role will work closely with:
- Theatre Teams
- CSSD Teams
- Warehouse Operations
- Transport Teams
- Procurement
- Customer Services Support Centre (CSSC)
- Clinical Support Teams
- Suppliers
Key Performance Indicators
- Customer enquiry response times
- Ticket resolution within agreed timescales
- Accuracy of inventory records
- Timely escalation of operational issues
- Customer satisfaction
- Compliance with operational procedures
- Data accuracy and system updates
Additional Requirements
- Flexibility to work operational hours, including weekends and bank holidays where required.
- Completion of mandatory NHS and company training.
- Compliance with PPE, infection prevention and health and safety procedures.
- Participation in continuous improvement and operational support activities.
Benefits
- Employee mentoring programme
- Free parking
- On-site parking
Work Location: In person
Pay: From £30,000.00 per year
Benefits:
- Canteen
- Employee mentoring programme
- Free parking
- On-site parking
Work Location: In person
