Healthy Hearing
Customer Care Coordinator / Supervisor
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Healthy Hearing | Ferndown / Christchurch
Healthy Hearing is a trusted and growing hearing care provider with centres across Rutland, Leicestershire and Dorset. We pride ourselves on delivering exceptional service with compassion, professionalism, and warmth.
We're looking for a confident, organised individual to lead the front-of-house experience across our Ferndown and Christchurch centres, playing a crucial role in delivering an exceptional experience for every client while supporting and developing our team across both sites. This is a varied, fast-paced role where no two days look the same — you'll manage appointments, support clients, oversee day-to-day operations across both centres, and help train and guide colleagues, often juggling multiple priorities at once, with the confidence to work autonomously. It's an ideal role for someone who loves helping people, thrives on juggling tasks, and enjoys learning new skills, thinking on their feet, and taking ownership.
Leadership & Team Supervision
- Oversee day-to-day operations and team performance across both the Ferndown and Christchurch centres
- Support the training and onboarding of new Customer Care Coordinators at both sites
- Act as first point of escalation for client or operational issues at either centre
- Help coordinate rotas, cover, and workload across both teams
- Support colleagues in developing product knowledge and service standards
- Conduct regular team meetings with Customer Care Coordinators, to maintain strong working relationships, provide guidance and support, and offer a channel for feedback, ideas, and concerns to be raised
- Attend weekly Teams meeting with Customer Care Manager to discuss team performance, operational priorities, staffing and any issues requiring support or escalation
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Customer Experience
- Provide a warm, professional welcome to all clients, in person and remotely
- Deliver consistently high levels of service so every client feels supported and valued
- Offer clear, empathetic initial guidance on hearing loss and available solutions
- Build trusted relationships that support long-term client care
Aftercare & Client Support
- Provide basic guidance on hearing aid maintenance and hearing care topics
- Support clients with simple troubleshooting and aftercare queries
Appointments & Administration
- Book and manage hearing tests, check-ups, and follow-up appointments
- Confirm appointments via phone, email, and post accurately and on time
- Maintain precise client records in line with Data Protection requirements
- Carry out iPad hearing screening tests ahead of formal assessments
- Manage the daily diary and re-prioritise tasks as things change
Centre Operations
- Process payments and manage petty cash reconciliation across both centres
- Order, receive, and restock hearing accessories and related products
- Maintain high standards of presentation at both centres
- Manage incoming and outgoing post
Team & Cover
- Work closely with the Centre Audiologists at both sites to support smooth daily operations
- Act as Key Holder and provide holiday/sickness cover as needed
- Travel between Ferndown and Christchurch as required
- Use initiative to resolve issues independently, escalating where appropriate
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Reporting to the Customer Care Manager, we're looking for:
- Proven customer service experience in healthcare, retail, or another service-based environment, ideally with some supervisory or training experience
- Confident leading, coaching, and supporting colleagues across multiple sites
- Strong administrative skills and excellent attention to detail
- Warm, professional communication and a genuine desire to help people
- Ability to multi-task, re-prioritise, and think on your feet
- Someone proactive, reliable, and comfortable working autonomously
- Curious, eager to learn, and happy in a varied role
- Access to your own transport for travel between centres
- Sound judgement and confidence handling difficult conversations, client complaints, or team conflicts
- Ability to motivate a small team to maintain Company standards
- Comfortable delegating tasks whilst holding a strong sense of accountability and ownership
- Experience with rota planning, workload balancing, or resource coordination is a plus
What we offer:
- Competitive Salary
- Private Medical Insurance (including Optical and Dental)
- Up to 30 days annual leave (pro rata)
- Full training provided, plus ongoing professional development
- A supportive team environment
- A genuinely rewarding role where your work makes a real difference
Hours: Approx 37.5 hours per week, including alternate Saturdays (9.00am–1.00pm)
To apply: Please send your CV and a brief cover letter to amy@healthyhearing.co.uk
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