Customer Account Coordinator (Long Term Strategic Partnerships)

Job Title Customer Account Coordinator (Long Term Strategic Partnerships) Job Description We now have an exciting opportunity within Philips Healthcare, working in our busy Service Support Centre as part of the Managed Service team. We are seeking a confident and proactive individual to join us as a Customer Account Coordinator. You will have excellent customer management and communication skills, strong attention to detail and a practical approach to problem solving. You will be comfortable managing several priorities at once, working under pressure and coordinating activities across customers, internal teams and third party suppliers to deliver excellent service. Your role Manage assigned customer accounts, coordinating day to day requirements and ensuring customer needs, actions and updates are followed through.   • Answer customer calls, register requests accurately on the relevant management system and manage customer cases in line with the contract specific KPIs. • Manage shared email inboxes and multi channel communications, ensuring customer queries and requests are progressed promptly. • Correspond confidently with customers by phone, email and customer portal, providing clear updates and managing expectations. • Take ownership of customer issues, coordinating actions with colleagues in Planning, Service Logistics, Contracts and field teams through to resolution. • Escalate calls and customer issues to the LSP Manager where increased priority or further support is required. • Create, maintain and update cases, customer records and asset information in Salesforce.com and other relevant systems. • Keep call management and asset management systems up to date so that the LSP team has a clear view of current status and next actions. • Manage and coordinate Preventative Maintenance schedules in line with individual customer contracts. • Work closely with Customer Delivery Managers and field teams to support customer requirements and service delivery. • Liaise with Procurement and third party suppliers regarding service provision, pricing and order related queries where required. • Follow up with internal teams, suppliers and customers to obtain information, resolve gaps and ensure records are complete and accurate. • Support routine operational and performance reporting by maintaining accurate information and providing updates when required. • Attend governance meetings and customer site visits from time to time, acting as a customer advocate for the team. • Undertake additional responsibilities or projects as directed by the LSP Team Leader. How we work together • We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. • This role is based in Farnborough, Hampshire, with hybrid working, including the flexibility to work from home two days a week once the initial training period is complete. Shift patterns Standard shifts: 8:00am to 4:30pm and 8:30am to 5:00pm on a team rotation. Late shift: 11:30am to 8:00pm, with weekend standby from 8:00am to 8:00pm on a team rotation. Weekend standby and work late shift can be completed from home. You’re right for this role if: • A motivated and proactive approach, with a willingness to learn and develop within the role. • Confident customer management skills, with the ability to build trust, manage expectations and handle challenging situations calmly. • Excellent written and verbal communication skills. • Strong organisational and multitasking skills, with the ability to manage competing priorities and changing demands. • The ability to work well under pressure while maintaining accuracy and customer focus. • A practical problem solving approach and the confidence to take ownership of