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Job Information

Philips Reactive Planner in Guildford, United Kingdom


Your challenge

Philips is focused on improving people’s lives through meaningful innovation. Our aim is to improve the lives of 3 billion people by 2025.

We now have an exciting new opportunity within Philips Healthcare working in our busy Customer Care Centre.

Are you up for the challenge? If you have the drive and the passion to improve the future of healthcare come join our team

We are seeking an exceptional individual to take the role of customer care service coordinator to accept critical service requests from our customers and manage the provision of a service solution to those customers.

You will be an excellent problem solver, working as a team to ensure you deliver the optimal solution in all instances, remaining calm under pressure whilst imparting total confidence with our customers.

Your team

This role sits within our vibrant customer care centre which services our healthcare customers across the UK & Ireland. As a customer care service coordinator, you will function within a close knit team reporting into the Scheduling & Dispatch team leader within the larger customer support centre team.

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.

Working within the customer care centre gives you the unique ability to be exposed to all aspects of the health systems business, from the engineers, marketers and sales teams through to the operational teams and senior managers. Where you take your career is up to you – opportunities for the future could include engineering, commercial or support.

Philips reward great performances , and are committed to you and your career progression.

Your responsibilities

  • 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.

We are looking for

  • Resilient and confident character , with excellent problem solving skills

  • Prepared to ta ke 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

Candidates will have a natural affinity to the core Philips Behaviours that make all our employees successful as individuals, and as a team.

Our offer

As standard, all employees receive;

  • A competitive salary up to £24,000 annually plus a 12% Shift Allowance + 4% Annual Incentive Bonus

  • Generous holiday allowance of 25 days a year from the start (plus bank holidays)

  • Family friendly policies which offer enhanced maternity and paternity schemes

  • The Philips Employee Shop allows employees to buy Philips products at discounted prices

  • Subsidised Café promoting healthy eating and wellbeing at the Guildford and Avent sites

  • Holistic therapies - subsidised Clinical and Sports trained massage therapist on site in Guildford every Tuesday with a free taster session for new starters

  • Learning and Development opportunities through our Philips University‘Live Well’ Program of Events – monthly activities that promote health and wellbeing, look out for on-site communications.

  • Social Events - a dedicated Sports & Social committee with members in Guildford and Cambridge, promoting a host of social events throughout the year including the famous Family Sports Day at Surrey Sports Park.

  • Employee Assistance Program – ‘Be Supported’ our EAP is available for all Philips employees and their families. As well as being a confidential support line, it also offers practical financial and life management advice 24 /7 and is completely confidential.

  • Occupational Health – a dedicated group of Occupational health advisors and GP’s who help provide confidential OH advice for employees & managers who refer to the service.

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, focused 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. Learn more by watching this video .

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog . Once there,you can also learn about our recruitment process , or find answers to some of the frequently asked questions .