Customer Services Specialist in Trowbridge

About The Job

Danoners are steering us to a more sustainable future, helping to make the world healthier. As a certified B‑Corp, we have our Danone Impact Journey to 2026. This will only be possible with each and every one of our leaders.

Role Purpose

The Customer Services Specialist role is accountable for managing the end‑to‑end process of NHS contracts, being a point of contact for patient and customer queries, and ensuring a positive customer and patient experience. You'll also be supporting patients to use MyConneX, our digital tool, as well as managing prescription processes. The use of data and metrics to manage performance and drive service improvements will be a key part of this role.

Key Activities

• Act as the Single Point of Contact (SPOC) for all customer and patient queries, taking ownership of addressing dissatisfied customer/patient issues and managing complaints through to resolution.
• Ensure 80% of digital‑literate patients self‑serve and use MyConneX.
• Manage patient, pool & hospital feeding pump processes, ensuring all service and quality KPIs are met.
• Build plans to positively impact the P&L (with support from the commercial team).
• Responsible for the prescription management process to achieve debt targets (all orders must have a prescription before release, with exceptions based on clinical vulnerability).
• Be involved in the strategic planning for your contract throughout the contract cycle.
• Attend face‑to‑face or virtual contract review meetings & tender presentations when requested.
• Identify and implement opportunities for continuous improvement across processes and ways of working, with a strong focus on enhancing the end‑to‑end patient experience.

About You

• Strong interpersonal skills to build relationships across internal functions and external partners.
• Effective time‑management skills to balance multiple responsibilities.
• Strong critical‑thinking skills to address and resolve dissatisfied customer issues and manage complaints effectively.
• Proficiency in using and guiding others to use digital technology and empower patients in their homes, with a compassionate and empathetic approach.
• Ability to advocate for patient needs and embed best practices across all touchpoints.
• Use of metrics (e.g., NPS, adoption rates) to improve service delivery.
• Excellent written and verbal communication skills tailored to diverse audiences.

About Us

At Danone UK & Ireland, we are committed to delivering better health through better nutrition for millions of consumers and patients in our communities. We embrace diversity, equity and inclusion (DEI) as a core value and belief, nurturing an inclusive workplace where every individual is valued. This role is Trowbridge based, requiring regular office presence in Trowbridge several times a week. Some shift working on a rota basis may be required. Salary £30,000 – £33,000 plus benefits.