At a Glance
- Tasks: Provide exceptional phone-based support to NHS customers for incontinence product orders.
- Company: Ontex, a leading provider of personal hygiene solutions with a focus on innovation.
- Benefits: Flexible part-time hours, supportive team environment, and opportunities for growth.
- Other info: Collaborate with diverse teams and enjoy a dynamic work atmosphere.
- 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 31500 - 38500 £ per year.
At Ontex, we are making everyday life easier across generations. Worldwide our 5,000 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, we believe that innovation should be accessible to everyone.
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.
Main tasks:
- 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.
Requirements:
- 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;
- Basic experience with Microsoft Teams & Outlook is essential;
- Prior experience of working with a database would be an advantage;
- Core competencies include having an organised approach to work and the ability to prioritise, confidence, patience, politeness, tact and diplomacy when dealing with difficult situations, and an ability to adapt.
Customer Care Specialist - PT 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 - PT
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Ontex and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Ontex and let us see your personality shine through!
We think you need these skills to ace Customer Care Specialist - PT
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Ontex.
Get Familiar with Our Brand:Before applying, take some time to learn about Ontex and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Ontex
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Ontex.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Ontex will surely appreciate.
