Customer Care Specialist - 6 Month Fixed Term Contract

Medichecks Ltd; Deutschland; Hybrid; EUR 30.000 - 42.000; Vollzeit

Zusammenfassung

Medichecks Ltd. is hiring a Customer Care Specialist on a 6-month fixed term to join our Customer Care team. This hybrid role is based at head office in Nottingham with full-time hours. You will deliver outstanding service, handle inquiries, and support sales through exceptional customer care while protecting customer data.

You will operate across voice, email, live chat and social media, contributing to a positive team environment and ensuring high-quality service with attention to detail.

Qualifikationen

• Strong communication across channels (email, phone, chat).
• Ability to adapt tone to audience and channel.
• Resolve customer queries on first contact when possible.

Aufgaben

• Convey information accurately across email, phone, chat and social media.
• Adapt communication style for audience while maintaining professionalism.
• Prioritise understanding customer needs to provide accurate solutions on first contact.

Kenntnisse

Clear communication

Adaptable style

First-time resolution

Jobbeschreibung

The Role: Customer Care Specialist - 6 months fixed term

The Team: Customer Care

Hiring Manager: Customer Care Team Manager

Hours: Full Time, 6 months fixed term

Location: Hybrid* (Head office Nottingham)

Medichecks launched the UKs first direct-to-consumer blood testing company in the UK and created amarket where there was none. As well as the continued growth of our B2C business we now seeconsiderable opportunity to grow in the B2B and B2B2C space through our technology platform,Plasma.

Our vision is to be part of everyone’s journey to better health. At Medichecks we’re building a healthcare platform for the future. We’re a team of medics, designers, engineers and communicatorswho are intent on bringing our vision to life. We’d like to hear from people who want to use theirskills and knowledge to improve peoples’ lives and help us create real change in the way that bloodtesting and insights can be delivered.

Purpose of this role

The successful person will be passionate about talking to customers and will love going the extramile to make sure that all of our customers have a great experience. They will be well experiencedin delivering excellent customer service and be able to contribute towards the continueddevelopment of the team and business. They are positive, even in times of challenge, and look forsolutions. They demonstrate excellent attention to detail, ensuring tasks are completed accuratelyand to a high standard. Their ability to multitask enables them to manage multiple responsibilitiesefficiently, balancing priorities without compromising quality.

Driven by a strong commitment to customer care, they consistently strive to exceed expectations andprovide outstanding service. They work well on their own initiative, showing self-motivation andproblem-solving skills, while also thriving as part of a team, contributing to a positive andcollaborative work environment. They are committed to protecting sensitive customer data byadhering to strict confidentiality and data protection policies. They will also be driving salesthrough exceptional service by identifying opportunities to meet customer needs effectively.

Key Challenges

At Medichecks you will play a vital role in supporting our potential, new and existing customers.The customer care team are responsible for ensuring that our customers experience excellence atevery opportunity. We are an omnichannel service, operating across voice, email, live chat and socialmedia.

Roles and Responsibilities

Communication Skills

• Clear and Effective Communication: Convey information accurately and efficiently across variouschannels, including email, phone, online chat, and social media.
• Flexibility in Style: Adapt communication style to suit the audience and channel, ensuring aprofessional and customer-focused tone.
• First-Time Resolution: Prioritise understanding customer needs to provide accurate solutions on thefirst interaction, reducing repeat contacts and enhancing satisfaction.

Customer Interaction & Engagement

• Product Knowledge: Use in-depth knowledge of the company’s products and services to have meaningful and impactful conversations with customers.
• Sales Through Service: Identify customer needs and opportunities to recommend relevant products or services, driving sales and retention through exceptional service.
• Retention Focus: Build trust with customers by providing excellent customer care, ensuring apositive experience with each interaction.

Problem Solving & Case Management

• Case Ownership: Take responsibility for handling challenging cases, using problem-solving skills toachieve resolutions effectively.
• Escalation Where Necessary: Recognise when a case requires input from senior team members andensure smooth escalation while keeping the customer informed.

Knowledge & Learning

• Systems & Processes Expertise: Maintain a thorough understanding of the company’s products,systems, processes, and website to provide accurate information.
• Continuous Learning: Proactively seek opportunities to enhance knowledge and skills to adapt to new systems and business needs.

Compliance & Safeguarding

• Data Handling: Protect sensitive customer data by adhering to internal processes and externalregulations, ensuring confidentiality and accuracy.
• Regulatory Compliance: Stay updated with compliance standards, including safeguarding protocols, to uphold the company’s integrity and trustworthiness.

Performance & Targets

• Goal-Oriented: Focus on achieving both personal and team targets, aligning efforts with thecompany’s business vision and priorities.
• Productivity & Efficiency: Manage time effectively to meet performance metrics while maintaininghigh-quality service.

Company Values & Flexibility

• Medichecks Values: Consistently demonstrate the company’s values through actions, decisions, and customer interactions.
• Business Support: Show flexibility by upskilling on different systems and processes as needed tosupport broader business operations.