Customer Service Assistant (Maternity Cover) in Shepshed

Do you want to give meaning to your career and play a key role in a fast-growing company, certified Great Place To Work®, and innovating to improve patients’ health? Join us at Urgo Medical as Customer Service Assistant!

At Urgo Medical, we believe innovation can transform lives. Our mission: to help patients heal faster and better, through cutting-edge products and innovative digital services. Some wounds are severe, can become chronic, or may become infected, causing pain and isolation. We take on this challenge every day by developing solutions that accelerate healing and by leading ambitious projects, such as our goal to create the world’s first artificial skin!

KEY ACCOUNTABILITIES

• Excellent customer service skills in dealing with customer queries; the ability to handle and resolve difficult situations quickly via telephone and email, offering a positive and friendly customer experience in every transaction.
• Processing customer information and orders accurately and with attention to detail through the SAP order processing system.
• Building strong working relationships with key accounts, and taking responsibility for ensuring their end-to-end Urgo experience is well managed and organised.
• Achievement of all key KPI metrics for the department, including but not limited to: number of orders processed, number of inputting errors, telephone call handling etc.
• Working as part of a team to maximise efficiencies within the department, modernising processes and coming up with creative ideas to improve service levels.
• Generation of well-presented, accurate reports as required.
• Acting as a point of contact internally for other departments including: Business Development, Industry, Marketing, Finance and Sales.

This job description and person specification is provided as a guide to the main duties and responsibilities of the post. The post-holder is required to work flexibly and to undertake such other duties as may be reasonably required.

KEY COMPETENCIES

• Organisation and timeliness: Is aware of key objectives and requirements and organises their time effectively in order to meet all deadlines. Is able to prioritise effectively.
• Effective communication: Able to communicate assertively, accurately and concisely to a variety of audiences. Adapts communication methods based on the situation.
• Working under Pressure: Works well under pressure, maintaining consistency of output, as well as consistency of behaviours when in a busy environment.
• Energy and positivity: Consistently maintains high levels of activity or productivity. Operates with a ‘can do’ attitude, showing effectiveness and determination.
• Curiosity and Innovation: Is not afraid to ask questions where there is a lack of clarity, to challenge the way things are done, and to suggest new ideas.
• Customer Focussed: Has a passion for Customer Service, enjoys the challenge of dealing with a spectrum of different personalities and requirements. Provides excellent customer service, to both internal and external customers, in every interaction.
• Professional ethics: Works with the highest standards of professional behaviour and ethical principles, acting with honesty and integrity at all times.

Qualifications and Experience

• A level or equivalent essential.
• Prior experience of working in a customer facing role - such as Customer Services, Call Centre or Contact Centre.
• Data inputting experience.