At a Glance
- Tasks: Deliver exceptional customer service and support business growth through strong relationships.
- Company: Join Convatec, a global leader in medical solutions with a caring culture.
- Benefits: Enjoy competitive pay, career development, and a supportive work environment.
- Other info: Flexible working hours with opportunities for coaching and mentoring.
- Why this job: Make a real difference in people's lives while growing your skills in a dynamic team.
- Qualifications: 2-3 years in customer service, strong communication, and problem-solving skills required.
The predicted salary is between 31500 - 38500 £ per year.
Amcare by Convatec provides dedicated customer support services to the stoma, continence and wound care community.
With a 30 year reputation for delivering high quality homecare services, Amcare by Convatec operates Care Centres in Basingstoke, Cheltenham, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling, supported by a national distribution centre in Sunderland.
The Senior Customer Services Representative is responsible for delivering exceptional customer experience by responding promptly and professionally to customer enquiries, complaints, and order requests.
The role ensures customer needs are met efficiently while maintaining high standards of service, accuracy, and compliance.
In addition to supporting customers, the Senior Customer Services Representative plays a key role in driving business growth through the execution of referral opportunities, promotion of retention initiatives, and strengthening long term customer relationships.
As a senior member of the team, the role provides day-to-day operational support to the Customer Service Manager, assisting with customer escalations, coaching colleagues, supporting continuous improvement initiatives, and contributing to departmental projects that enhance both service delivery and business performance.
Key Responsibilities
- Acts as a senior point of contact for customer enquiries and escalations.
- Delivers exceptional customer service across multiple channels.
- Processes customer orders and requests accurately and efficiently.
- Process digital and paper prescriptions accurately, ensuring timely order fulfilment and compliance with company procedures.
- Supports customer retention and business growth initiatives.
- With support from Customer Service Manger coaches and mentors’ colleagues to improve performance.
- Promotes adherence to quality, compliance, and SOP requirements.
- Supports analysis of operational data.
- Implements agreed continuous improvement opportunities.
- Supports managers with operational delivery, projects, and escalations.
Skills & Experience
- Minimum 2/3 years experience in a customer service, customer care, or contact centre environment.
- Experience handling customer complaints, escalations, and complex enquiries.
- Experience using CRM systems and maintaining accurate customer records.
- Excellent verbal and written communication skills.
- Demonstrated ability to handle complex customer enquiries and escalations.
- Strong empathy and active listening skills.
- Effective problem-solving and decision-making capabilities.
- Experience coaching, mentoring, or supporting colleagues.
- Analytical skills with the ability to interpret operational data.
- Advanced knowledge of CRM systems and Microsoft Office applications.
- Understanding of quality standards, GDPR, and regulatory compliance.
- Highly organised, resilient, and able to manage competing priorities in a fast-paced environment.
- Working Conditions
Normal working hours are Monday – Friday from 9am to 5pm, with occasional rotation of Saturdays 9am – 1pm.
Our lines are open from 8am to 8pm, hence there might be occasionally the need to cover outside of normal working hours.
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.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting.
Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec.
No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral.
Thank you.
Already a Convatec employee?
If you are an active employee at Convatec, please do not apply here.
Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs".
Thank you!
About Convatec
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 over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring.
Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs.
Convatec's revenues in 2025 were over $2 billion.
The company is a constituent of the FTSE 100 Index (LSE: CTEC).
To learn more please visit
Convatec is changing.
We’re transforming our business, fueled by a fierce determination to improve the lives of millions more customers around the world.
Our shared focus, and the sheer drive of our people, are giving us real momentum.
They’re also making us a uniquely invigorating place to work.
Join us and, whatever your role, you’ll be pushed and challenged every day.
You’ll be supported too, empowered to spark and drive change where it matters most.
We have a uniquely dynamic, sometimes demanding environment.
But if you’re motivated, and as focused on delivering for patients as we are, it’ll bring the very best out in you.
You’ll never stand still.
And you might just make the biggest impact of your entire career.
If you would like to know how we intend to use your data following your application please refer to our full data privacy policy on the following link:
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Senior Customer Service Representative - Stirling employer: ConvaTec Inc
At Convatec, we pride ourselves on being an excellent employer, offering a dynamic work culture that fosters continuous improvement and innovation. Our Deeside and Rhymney manufacturing sites provide a collaborative environment where employees can thrive, with ample opportunities for professional growth through training and development programmes. We are committed to maintaining a diverse and inclusive workplace, ensuring that every team member feels valued and empowered to contribute to meaningful projects that make a difference in the medical device industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Representative - Stirling
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at ConvaTec Inc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like ConvaTec Inc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Customer Service Representative - Stirling
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to ConvaTec Inc:Your cover letter is your chance to shine! Tell us why you want to work at ConvaTec Inc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at ConvaTec Inc!
How to prepare for a job interview at ConvaTec Inc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
