Customer Services Representative

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs.

Amcare by Convatec, a subsidiary of Convatec, is a dedicated provider of customer support services to the stoma, continence and wound care community who have built a 30-year reputation based on the delivery of the highest quality homecare services. Amcare by Convatec care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our national distribution centre is in Sunderland.

The Customer Service Representative is a crucial role providing outstanding Customer Care whilst supporting all Amcare by Convatec Customers. Key Responsibilities include:

• Support customers by phone, electronically and face to face.
• Process customer orders received via inbound and outbound telephone, email and post.
• Respond promptly to customer and colleague enquiries.
• Maintain complete and accurate records of all customer interactions in the company CRM system.
• Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist.
• Drive long term business relationships and strengthen retention via customer registration to me+ programme.
• Drive performance through self-motivation and prioritise workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets.
• Display sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication.
• Follow and understand the need for established procedures within the department but also question, and continuously look for ways they can be improved.
• Develop relationships with customers through empathy and diplomacy.

Skills & Experience required:

• High levels of empathy with active listening skills.
• Problem solver, able to deal effectively and professionally with end user and healthcare professionals queries.
• Ability to work collaboratively with internal and external stakeholders.
• High Level of organisational skills and an ability to prioritise workload whilst multitasking.
• Excellent verbal, written and face to face communication skills.
• Strong Keyboard skills, including advanced knowledge of Word, Excel and note writing.
• Ability to work independently and as a team.
• Proven track record of working towards KPI’s and targets.
• Attention to detail with a high level of accuracy.
• Telephony, CRM and prescription system experience.

Qualifications/Education:

• At least 1-2 years of significant practical experience in customer services role.

Principal Contacts & Purpose of Contact:

• Internal - Amcare Cross-function, Local BUs, 180 Medical, CoEs, GBS and corporate functions.
• External - NHS, patient advocacy groups, relevant charities, customers, and suppliers.

Travel Requirements: This role may require travel for meetings, coaching, conferences, and patient events.

Working Conditions: Monday – Friday 8am – 8pm with rotation of Saturdays 9am – 12pm.

Equal opportunities: Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.