At a Glance
- Tasks: Provide exceptional phone-based customer support for NHS home delivery customers.
- Company: Ontex, a leading provider of personal hygiene solutions since 1979.
- Benefits: Inclusive workplace, career development opportunities, and supportive team environment.
- Other info: Join a passionate team dedicated to innovation and customer care.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: 5 GCSEs including English and Maths; customer service experience preferred.
The predicted salary is between 30000 - 42000 £ per year.
At Ontex, we are making everyday life easier across generations. Worldwide our 5,500 colleagues are taking pride in their work, guided by our values – Passion, Reliability, Integrity, Drive and Everyone. Every day they are developing, producing, and distributing affordable and sustainable baby, woman and adult personal care products. As a leading international provider of personal hygiene solutions for retailer brands and healthcare partners, founded in Belgium in 1979 and listed on Euronext Brussels, we believe that innovation should be accessible to everyone. As we continue being 'Here for you’, we’re looking for a Customer Care Specialist to join our Customer Service team.
The Customer Care team provides pivotal support to our NHS home delivery customers with prescriptions for incontinence products. In your role as a Customer Care Specialist, you will provide phone-based customer support and can receive anywhere between 80 and 120 calls per day. Your customers may need support in activating orders, resolving non-deliveries and incorrect orders or the purchasing of additional top-up products.
Responsibilities:
- To ensure the smooth running of the NHS delivery contracts by providing exceptional customer service;
- Activate patient orders in line with contract guidelines;
- Communicate with our warehouse and logistics partners to resolve delivery issues;
- Investigate any stock issues and communicate the information and solutions to your customers in a timely manner;
- Take sales over the phone when customers would like to purchase top-up products;
- Ensure the achievement of internal KPIs and external KPIs set by the contract;
- Provide an exceptional level of customer service to all internal and external stakeholders.
Collaboration:
- When there are stock issues, you will need to communicate with the Supply Chain department and keep the Sales team up to date with any developments;
- You will be required to collaborate with our warehouse and logistics partners to support in the maintenance of a high delivery rate;
- Externally, you will communicate regularly with NHS professionals, such as Clinical Leads for the home delivery contract.
Complexity and problem solving:
- Due to the nature of the products, you may be faced with difficult situations in your role as a Customer Care Specialist and approaching these with sensitivity and empathy is essential;
- When stock issues occur, communication and quick thinking is key to ensuring good customer service is maintained. Working with the Nurse Advisor dedicated to the contract, you may need to support in the delivery of alternative products;
- Time constraints at busy periods, particularly when onboarding a new contract;
- Ensuring all internal and external communication adheres to data protection laws.
What I need to be successful:
- A minimum of 5 GCSEs (or equivalent) A*-C including English Language and Maths;
- Experience working within a call centre is desirable, but phone based customer service is essential;
- Our main communication channels are through Microsoft Teams & Outlook, therefore basic experience with this software is essential;
- You will be required to use our internal patient database, training will be given but prior experience of working with a database would be an advantage;
- The core competencies for the job include: Having an organised approach to work and the ability to prioritise; Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations; An ability to adapt.
If you’re passionate about the role and believe you would be a great fit, we’d love to hear from you. We welcome candidates from all backgrounds to apply, ensuring a fair and transparent selection process.
Customer Care Specialist employer: Ontex
Ontex is an exceptional employer that values the contributions of its employees, offering a supportive work culture where professional growth is encouraged. Located in Great Corby, UK, the company provides comprehensive training and development opportunities for Nurse Advisors, ensuring they are well-equipped to meet customer needs while making a meaningful impact in the healthcare sector. With a commitment to diversity and inclusion, Ontex fosters an environment where every team member can thrive and excel in their career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ontex. 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 Ontex 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 Care Specialist
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 Ontex:Your cover letter is your chance to shine! Tell us why you want to work at Ontex 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 Ontex!
How to prepare for a job interview at Ontex
✨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.
