Senior Customer Care Specialist

Medichecks Ltd; Deutschland; Hybrid; EUR 41.000 - 60.000; Vollzeit

Zusammenfassung

Medichecks Ltd. is seeking a Senior Customer Care Specialist to join the Hybrid team at our Nottingham head office. You will manage inquiries across channels, ensuring high-quality service, and mentor colleagues while supporting overall customer satisfaction.

The role focuses on customer care excellence, product knowledge, and compliant handling of inquiries, with a view to improving the customer journey and retention.

Qualifikationen

• Experience in delivering high-quality customer service across multiple channels.
• Strong communication and active listening skills.
• Ability to mentor and support junior team members.

Aufgaben

• Communicate effectively across emails, phones, online chat and social media with a focus on first-time resolution.
• Drive sales and retention through service by identifying customer needs.
• Handle difficult cases with ownership and escalate when needed.
• Maintain in-depth knowledge of products, systems and processes and continue learning.
• Ensure compliance with regulations and internal processes, including data handling.

Kenntnisse

Multichannel support

Customer empathy

Problem solving

Mentoring

Jobbeschreibung

The Role: Senior Customer Care Specialist

The Team: Customer Care

Hiring Manager: Customer Care Team Manager

Hours: Full Time, Permanent

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 ahealthcare 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 blood

testing and insights can be delivered.

Purpose of this role

The Senior Customer Care Specialist takes care of Medichecks potential, new and existing customers,managing queries about the products and service, and resolving any issues the customer may have. In addition to this, the Senior Customer Care Specialist supports the customer care team.

Key Challenges

• Being a role model for customer care colleagues for how we take care of customers atMedichecks.
• Supporting Customer Care Management by being a point of contact for customer care colleagues whoneed support and guidance with customer contacts.
• Providing training and mentoring support for customer care colleagues.
• Acting as a supervisor in the management team’s absence or as requested.
• Completing ad hoc tasks when requested.

Roles and Responsibilities

• Communicate effectively, clearly, and passionately across multiple channels, flexing your style;emails, phones, online chat and social media – with a focus on getting it right the first time.
• Sales and retention, through service – identifying and meeting customers’ needs.
• Case handling –taking ownership for difficult cases, problem solving to resolve, and escalatingwhere appropriate.
• Excellent knowledge of our products, systems, process, and website and proactive in continuedlearning.
• Compliance with all regulations and internal process, including data handling andsafeguarding.
• Target focused for team and personal goals – in line with our business vision.
• Administration tasks completed, and accurate records created.
• Demonstrating Medichecks values.