Customer Service Co-ordinator

Customer Service Co-ordinator The closing date is 07 May 2026.

Working within the Luton Sexual Health (LSH) specialty Team, the Customer Service Coordinator will ensure the provision of a high quality, responsive and effective customer service to clients and colleagues alike.

The post-holder will provide a welcoming and efficient first point of contact to LSH clients, the public and Trust colleagues across both sites, as well as a range of external professionals and organisations.

Using empathy, sensitivity and professionalism, they will provide an excellent level of customer experience, meeting the needs of a diverse and often highly vulnerable population of service users, performing all duties with a demonstrably non judgemental approach. The Coordinator will develop and maintain effective working relationships within and across the service MDT comprised of Consultants, Clinical Operations Lead, Nursing, Outreach, Health Advisor, Pharmacy, Psychology Teams and the medical secretaries.

The post-holder will coordinate and facilitate the smooth running of the client clinic journey, liaising regularly with MDT members regarding clinic capacity, client flow and experience; identifying and resolving issues independently or escalating as appropriate.

Main duties of the job

Front of House: Provide a welcoming, positive first point of contact to all existing/potential service users, the general public and professionals who visit or reach out to LSH in person, over the telephone or via email. Manage a broad range of enquiries using a proactive, problem solving approach.

Keep clients in clinic updated and well informed about operational delays.

Remain calm and polite when under pressure due to challenging interactions.

Manage instances of client dissatisfaction or low level conflict with respect, politeness and empathy; attentively listening and reframing client expectations to achieve resolution or escalating to Operations Lead if required.

Be able to advise clients of the formal complaints procedure if necessary.

Redirect or signpost clients and the public to other relevant organisations where needed, providing contact details where possible.

Job responsibilities

• Safeguarding and Vulnerable Clients - Observe and assess clients during all phone or face to face interactions while in the waiting area for signs of sexual exploitation, child or adult safeguarding concerns or any other particular vulnerability. Follow local protocols to ensure appropriate action is taken.
• Identify signs of particular vulnerability and tailor own interactions accordingly. Escalate should further support be needed, following local protocols.
• Understand challenges faced by specific client groups and meet their particular needs according to specialist departmental protocols, e.g. Sexual Assault Clients, Commercial Sex Workers, People living with HIV, LGBTQ and Transgender or non binary Clients, young people under 16 etc.
• Identify and facilitate urgent appointments for clients who may require time limited interventions such as Emergency Contraception, Post Exposure Prophylaxis (PEP) to prevent HIV transmission.

• Administration - Responsible for a range of regular and ad hoc administrative tasks to ensure the smooth running of the service and efficient administrative support for the LSH MDT, including data entry, coordination of Client Satisfaction texts, typing, printing and distribution of various documents; photocopying and laminating.
• Manage the LSH Condom Postal scheme hold and respond to the C Card mobile phone to facilitate and record on local database all condom distribution to registered clients.
• Regularly collate, enter and present a range of activity related information and statistics accurately.
• Open and distribute incoming post, including GP letters, service referrals/transfers, imaging reports to appropriate clinical staff correctly and according to level of urgency.
• Monitor and manage courier collections of clinic samples. Resolve or escalade any omissions or significant delays.
• Check and maintain the System Down documentation folder, ensuring it contains examples of all current electronic templates for use in the event of a major IT/EPR problem.
• Be proficient in the full range of administrative procedures to follow in the event of an EPR system down. Participate in testing during Lilie system upgrades.
• Monitor order and maintain office supplies for MDT.

Qualifications

• NVQ Level 3 or equivalent experience in Customer Care.
• CDL or equivalent experience.
• 5 GCSEs including English and Mathematics or equivalent standard of education; or equivalent work based experience.

Experience

• Working with the public.
• Able to demonstrate commitment to and skills in customer care.
• Proficient in the use of Microsoft Word, Excel, Outlook and other Microsoft and Trust applications.
• Proficient in using INFORM Electronic Client Record & Clinic Diary software.

Knowledge

• Detailed knowledge of the Luton Sexual Health service and its current processes (training provided).
• Understanding of the need for confidentiality awareness at all times.
• Basic understanding of NHS Operations.
• Basic understanding of Sexual Health & HIV Standards of Care.
• Basic understanding of Diversity.
• Basic understanding of Data Protection.
• Basic understanding of Infection Control.

Communication Skills

• Excellent customer service/interpersonal skills.
• Excellent verbal, non verbal and written communication skills.
• Excellent telephone manner.
• Ability to adapt interactions to communicate effectively with a diverse range of individuals and client groups, using empathy and sensitivity.
• Ability to demonstrate tact and diplomacy when handling sensitive issues.
• Ability to contribute to effective team working and develop positive working relationships.

Skills

• Good organisational skills.
• Demonstrable ability to prioritise workload.
• Ability to use initiative.
• Ability to take responsibility.
• Ability to analyse data and information obtained from different sources to inform decision making.
• Ability to work under pressure using knowledge and experience to seek solutions to problems.

Personal Characteristics

• Strong interest in Sexual Health/HIV.
• Non judgemental, mature attitude.
• Demonstrably sensitive to clients' needs.
• Flexible approach to duties and rota.
• Positive professional image.
• Able to develop and maintain strong working relationships across the multi disciplinary team and other services.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and requires a submission for Disclosure to the Disclosure and Barring Service (formerly CRB) to check for any previous criminal convictions.