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- Tasks: Provide exceptional customer care and support for Amcare by Convatec customers.
- Company: Join Convatec, a global leader in medical solutions with a caring mission.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Why this job: Make a real impact in healthcare while building valuable relationships with customers.
- Qualifications: 1-2 years in customer service, strong communication skills, and empathy required.
- Other info: Work Monday to Friday with occasional Saturday shifts; embrace challenges and grow your career.
The predicted salary is between 24000 - 36000 £ per year.
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’ s revenues in 2023 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com.
Amcare by convatec, a subsidiary of Convatec, is a dedicated provider of customer support services to the stoma, continence and wound care community who have built a 30-year reputation based on the delivery of the highest quality homecare services. Amcare by Convatec care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our national distribution centre is in Sunderland.
Position Overview:
The Customer Service Representative is a crucial role providing outstanding Customer Care whilst supporting all Amcare by Convatec Customers. Delivering prompt responses to customer queries. Ensuring efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.
Key Responsibilities:
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Support customers by phone, electronically and face to face.
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Process customer orders received via inbound and outbound telephone, email and post.
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Respond promptly to customer and colleague enquiries.
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Maintain complete and accurate records of all customer interactions in the company CRM system
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Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist
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Drive long term business relationships and strengthen retention via customer registration to me+ programme.
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Drives performance through self-motivation and prioritises workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets.
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Displays sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication
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Follows and understands the need for established procedures within the department but also questions, and continuously looks for ways they can be improved
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Develops relationships with customers through empathy and diplomacy
Skills & Experience:
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High levels of empathy with active listening skills
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Problem solver, able to deal effectively and professionally with end user and healthcare professionals queries
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Ability to work collaboratively with internal and external stakeholders
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High Level of organisational skills and an ability to prioritise workload whilst multitasking
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Excellent verbal, written and face to face communication skills
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Strong Keyboard skills,including advanced knowledge of Word, Excel and note writing
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Ability to work independently and as a team
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Proven track record of working towards KPI’s and targets
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Attention to detail with a high level of accuracy
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Telephony, CRM and prescription system experience
Qualifications/Education:
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At least 1-2 years of significant practical experience in customer services role
Dimensions:
Team
45+ customer service team
Principal Contacts & Purpose of Contact
Internal – Amcare Cross-function, Local BUs, 180 Medical, CoEs, GBS and corporate functions,
External – NHS, patient advocacy groups, relevant charities, customers, and suppliers.
Travel Requirements
This role may require travel for meetings, coaching, conferences, and patient events.
Languages
Speaking: Fluent in English
Writing/Reading:Fluent in English
*additional languages as required or nice to have
Working Conditions ( Applicable local workplace laws and statutes should be included in the description of working conditions)
Monday – Friday 9am – 5pm with rotation of Saturdsays 9am – 12pm
Our transformation will change your career. For good. You’ll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you’ll be supported to bring them to life. There’ll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet.
This is stepping outside of your comfort zone.
This is work that’ll move you.
#LI-GM1
#LI-Onsite
Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.
Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Already a Convatec employee?
If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View \”Convatec Internal Career Site – Find Jobs\”. Thank you!
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Customer Service Representative employer: Rhian_Convatec
Contact Detail:
Rhian_Convatec Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative
✨Tip Number 1
Familiarise yourself with Convatec's products and services, especially those related to chronic conditions. Understanding their offerings will help you engage more effectively with customers and demonstrate your commitment to their mission.
✨Tip Number 2
Practice active listening skills in your interactions. This role requires high levels of empathy, so showing that you can truly understand and respond to customer needs will set you apart from other candidates.
✨Tip Number 3
Highlight any experience you have with CRM systems and telephony. Being able to showcase your familiarity with these tools will reassure the hiring team that you can hit the ground running.
✨Tip Number 4
Demonstrate your problem-solving abilities by preparing examples of how you've successfully handled customer queries in the past. This will show your potential employer that you're capable of maintaining high service standards under pressure.
We think you need these skills to ace Customer Service Representative
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Representative at Convatec. Highlight your relevant experience in customer service and how it aligns with their focus on empathy and problem-solving.
Tailor Your CV: Customise your CV to reflect the skills and experiences that are most relevant to the job description. Emphasise your communication skills, organisational abilities, and any experience with CRM systems or telephony.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your understanding of Convatec's mission. Use specific examples from your past experiences to demonstrate how you can contribute to their goals.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Rhian_Convatec
✨Show Empathy and Active Listening
As a Customer Service Representative, demonstrating empathy is crucial. During the interview, make sure to listen actively to the questions asked and respond thoughtfully, showing that you understand the importance of customer care.
✨Familiarise Yourself with the Company
Research Convatec and its subsidiary Amcare. Understand their products, services, and values. This knowledge will help you answer questions more effectively and show your genuine interest in the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare examples from your past experience where you successfully resolved customer issues or improved service delivery.
✨Highlight Your Communication Skills
Excellent communication is key in this role. Be ready to discuss how you've effectively communicated with customers and colleagues in previous positions, and demonstrate your verbal and written skills during the interview.
