Job Description

Customer Service Coordinator – Patient Support & Order Management

Do you have a passion for helping others, a confident telephone manner, and exceptional attention to detail?Join our dedicated Customer & Patient Services team, where you’ll play a vital role in supporting patients who rely on our therapies every day.

We are looking for someone who can combine accurate order entry skills with compassionate communication — ensuring every patient receives the care, reassurance, and timely support they deserve. This role will be 37.5 per hours a week Monday-Friday and based at our office in Runcorn.

Fresenius Kabi is a global healthcare company that specializes in lifesaving medicines and technologies for infusion, transfusion and clinical nutrition. The company's products and services are used to help care for critically and chronically ill patients.

Our product portfolio included a comprehensive range of IV generic drugs, infusion therapies and clinical nutrition products as well as the medical devices for administering these products.

Responsibilities

What You’ll Be Doing

Caring for Patients

• Contacting patients on their planned call dates to confirm their order requirements.
• Providing a reassuring, helpful, and professional telephone service to patients, families, and carers.
• Monitoring patient stock levels to ensure they are never under‑ or over‑stocked, while following stock compliance guidelines.
• Handling incoming calls and emails with patience, clarity, and empathy.

Order Entry & Administration

• Accurately processing all planned calls and sales orders on the correct day.
• Arranging urgent, out‑of‑schedule, and same‑day deliveries when needed.
• Working closely with other departments to ensure deliveries are correct

Collaboration & Communication

• Liaising with NHS Trusts and hospitals to ensure continuity of patient care.
• Rescheduling deliveries where necessary and updating Distribution on returns.
• Working co‑operatively across teams to maintain smooth patient support processes.

Qualifications

What We’re Looking For

• Customer service experience (phone‑based or face to face).
• Clear, confident, and professional telephone manner with the ability to handle sensitive conversations.
• High accuracy in order entry, data input
• Strong administrative skills with excellent attention to detail.
• Ability to work under pressure in a fast‑paced environment.
• Able to show empathy and understanding to patients and their families.
• Good interpersonal skills and a positive, supportive attitude.
• Team‑focused approach with the ability to work collaboratively across departments.

Benefits

• No rota'd weekend working and no night shifts
• Contributory Pension Scheme (rises with service)
• Role specific tailored training and development plan
• Life Insurance (4 x salary, death in service)
• 33 days holiday (rises to 35 after 5 years service) and ability to buy/sell holidays
• Healthcare cashback scheme (including dental, optical & alternative therapies)
• Maternity, Paternity and Adoption Leave
• Professional fees paid
• Bike to work scheme
• Long Service Awards
• Employee Assistance Programme
• Free onsite parking and subsidised canteen
• Blue Light Card
• Company funded family days out

We are proud to foster a workplace free from discrimination. Diversity of experience, perspectives, and background create a better work environment and better products. Whatever your identity, we will give your application fair consideration.