Customer Care Specialist

ontex; Koblenz; Vor Ort; EUR 30.000 - 40.000; Vollzeit

Zusammenfassung

A leading personal hygiene solutions provider is seeking a Customer Care Specialist to join their team. In this role, you will provide essential phone-based support to NHS customers, handling 80 to 120 calls daily. Responsibilities include managing patient orders, resolving delivery issues, and ensuring effective communication with internal and external stakeholders. The ideal candidate will have a strong background in customer service and relevant educational qualifications.

Qualifikationen

• Minimum of 5 GCSEs (or equivalent) A or C including English Language and Maths.
• Experience working within a call centre is desirable.
• Basic experience with Microsoft Teams & Outlook is essential.
• Familiarity with databases is preferred.

Aufgaben

• Provide exceptional customer service by managing NHS delivery contracts.
• Activate patient orders based on contract guidelines.
• Communicate issues with Supply Chain and Sales teams.
• Resolve delivery and stock issues in a timely manner.
• Achieve internal and external KPIs.

Kenntnisse

Phone-based customer service

Organisational skills

Confidence and patience

Diplomacy

Ausbildung

Minimum of 5 GCSEs including English Language and Maths

Tools

Microsoft Teams

Outlook

Jobbeschreibung

Date: 29 Oct 2025 Employment Schedule: Location: Corby, NTH, GB, NN17 5JG

Customer Care Specialist

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.

What is the scope of the job?

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.

What am I expected to deliver and what are my main tasks?

• 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.

With whom do I need to collaborate to get the job done?

• 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

What do I need to be successful in this job?

• A minimum of 5 GCSEs (or equivalent) A or 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 :

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

Here for you.