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- 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.
- 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.
- Other info: Work in a fast-paced environment with a focus on empathy and professionalism.
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
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Customer Service Call Handler employer: Essity AB
Contact Detail:
Essity AB Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Call Handler
✨Tip Number 1
Familiarise yourself with the NHS and its operations. Understanding the healthcare environment will help you connect better with patients and caregivers, showing that you genuinely care about their needs.
✨Tip Number 2
Practice your verbal communication skills. Since you'll be handling calls, being able to adapt your tone and approach to different situations is crucial. Consider role-playing scenarios with friends or family to build confidence.
✨Tip Number 3
Get comfortable with Microsoft Outlook, Teams, and Excel. These tools are essential for managing communications and data effectively, so brushing up on your skills will give you an edge in the role.
✨Tip Number 4
Showcase your empathy and problem-solving skills during any interactions. Whether it's in interviews or networking, demonstrating your ability to handle sensitive information and resolve issues compassionately will set you apart.
We think you need these skills to ace Customer Service Call Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially any roles where you've handled enquiries or complaints. Use specific examples that demonstrate your ability to communicate effectively and empathetically.
Craft a Compelling Cover Letter: In your cover letter, express your passion for delivering exceptional customer service. Mention how your values align with Essity's mission of improving well-being and how you can contribute to their team.
Showcase Communication Skills: Since strong verbal communication is key for this role, consider including a brief section in your application that outlines your communication style and any relevant experiences where you've successfully adapted your tone for different audiences.
Highlight Teamwork and Adaptability: Essity values collaboration, so be sure to mention any experiences where you've worked effectively in a team. Discuss how you handle fast-paced environments and your approach to seeking support when needed.
How to prepare for a job interview at Essity AB
✨Show Your Empathy
As a Customer Service Call Handler, empathy is key. Be prepared to share examples of how you've handled difficult customer interactions in the past, demonstrating your ability to connect with people and understand their needs.
✨Familiarise Yourself with the Role
Understand the specifics of the role and the company’s values. Research Essity's mission and how they support NHS patients. This will help you align your answers with what they are looking for in a candidate.
✨Demonstrate Communication Skills
Strong verbal communication is essential. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to refine your delivery and tone.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle sensitive information. Think of situations where you successfully managed customer complaints or inquiries and be ready to discuss them.