At a Glance
- Tasks: Support NHS patients and care providers through order processing and enquiries.
- Company: Essity is dedicated to improving well-being and driving positive change in society.
- Benefits: Enjoy a hybrid working model, training, and a supportive team environment.
- Other info: Work in a fast-paced environment with a focus on empathy and professionalism.
- Why this job: Make a real difference in people's lives while developing your skills in a caring culture.
- Qualifications: Strong communication skills and a willingness to learn; customer service experience is a plus.
The predicted salary is between 24000 - 36000 £ per year.
Essity B 258.1 (-2.2 SEK) on 25-Jun-2025 17:32
Are you passionate about delivering exceptional customer service that truly makes a difference? At Essity, we’re looking for empathetic and dedicated individuals to join our Health & Medical Customer Service Operations Team. This is more than just a call handler role, t’s an opportunity to support NHS patients and care providers with compassion, efficiency, and care. If you thrive in a fast-paced, people-focused environment and want to be part of a team that lives its values every day, we’d love to hear from you.
About the Role
As a Customer Service Call Handler, you’ll be the first point of contact for NHS patients, care homes, internal teams, and our logistics providers . You’ll handle order processing, enquiries, and complaints with professionalism and empathy. This role involves direct interaction with patients and caregivers via the telephone.
The position works on a rotating shift pattern, covering the hours 8.30am – 7pm Monday to Friday , and begins with 8 weeks of in-office training in Dunstable, followed by a hybrid working model (3 days in-office, 2 days from home) .
What You Will Do
Process orders, enquiries, and collections, professionally , efficiently and kindly, aligned with Essity’s Beliefs & Behaviours.
Ensure telephone calls are answered to agreed standards whilst offering professional and efficient customer services to all internal and external contacts.
Build strong, trust-based relationships with patients and caregivers to support brand loyalty.
Comply with Caldicott principles and data protection regulations (GDPR, Data Protection Act 2018).
Collaborate with internal departments and logistics providers to ensure smooth service delivery.
Who You Are
You ideally will have experience handling customer service enquiries via telephone in a fast-paced environment – although not essential.
You demonstrate strong verbal communication skills and can adapt your tone to suit different audiences.
You are confident using Microsoft Outlook, Teams and excel.
You can manage sensitive information responsibly and in line with data protection regulations.
You are skilled at multitasking, prioritising, and following through on customer requests.
You are comfortable working in a team and proactively seek support or clarification when needed.
What We Can Offer You
Our purpose, Breaking Barriers to Well-being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you\'ll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere.
Innovate for Good | Excel Together | Be You withUs
#J-18808-LjbffrCustomer Service Call Handler in Dunstable employer: Essity AB
At Essity, we pride ourselves on being an exceptional employer that values empathy and dedication in our team members. Our Health & Medical Customer Service Operations Team offers a supportive work culture where you can make a real difference in the lives of NHS patients and caregivers. With opportunities for professional growth, a hybrid working model, and a commitment to well-being, joining us means being part of a collaborative environment that empowers you to excel and be your authentic self.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Call Handler in Dunstable
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Essity AB. 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 Essity AB 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 Customer Service Call Handler in Dunstable
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 Essity AB:Your cover letter is your chance to shine! Tell us why you want to work at Essity AB 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 Essity AB!
How to prepare for a job interview at Essity AB
✨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.
