Customer Care Advisor

Wellspect HealthCare; Stonehouse; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Additional leave

Casual dress

Company events

Company pension

Health & wellbeing programme

Life insurance

On-site parking

Private dental insurance

Private medical insurance

Referral programme

Sick pay

Job summary

Wellspect Healthcare is seeking a dedicated Customer Care Advisor to deliver excellent patient-focused support. You will handle inbound calls, process prescriptions, manage orders and ensure timely responses to inquiries.

The role emphasizes building relationships with patients and healthcare professionals, resolving issues, and contributing to a high standard of customer service within a compliant environment.

Qualifications

• Experience in customer service environment with high volume call rates.
• Excellent communication skills, both phone and email.
• Ability to build relationships with patients and healthcare professionals.

Responsibilities

• Handle inbound calls from patients, carers, GPs and healthcare professionals.
• Manage customer accounts and orders, ensuring accurate data entry.
• Process and dispense paper and electronic prescriptions.
• Manage service and product complaints through to resolution.
• Make outbound calls to patients and professionals to support retention.

Skills

Communication

Phone & email handling

Teamwork

Problem solving

Empathy

Tools

MS Office

CRM software

Job description

Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1,000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds’ leading manufacturers of intermittent urinary catheters, with LoFric® as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world’s most advanced irrigation system, Navina™, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint.

The company, with headquarters in Mölndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental technologies. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

Customer Care Advisor

We’re looking for an experienced Customer Care Advisor with a passion to make a real difference. This role is pivotal in delivering a superior customer experience and transforming the lives of individuals living with acute and chronic continence conditions.

This exciting and rewarding opportunity involves building and nurturing relationships with patients and Healthcare professionals to ensure seamless delivery of vital medical supplies, while delivering best outcomes for the patient and the business. This is achieved through compliance with internal procedures as well as external regulations.

Key Responsibilities

• Responsible for taking inbound calls from: Patients, Carers, GP’s, GP surgeries and Healthcare Professionals
• Management of customer accounts / orders
• Processing and dispensing paper and electronic prescriptions
• Management of service and product complaints - through to resolution
• Making outbound calls to Patients, GP’s and Healthcare Professionals – Ensuring we focus on Customer Retention

Requirements

• Accurately input patient data and product requirements
• Develop relationships with patients, sales team and Healthcare professionals
• Manage courier queries relating to deliveries and collections
• Liaise with the warehouse team to ensure product fulfilment
• Attend on-going training to ensure knowledge and understanding of products, medical conditions, Anatomy and Physiology
• Assist with Product Recalls
• Sorts and files completed prescriptions in preparation for month end submission

The successful candidate will have

• Experience in dealing with customers via phone & e-mail to solve all queries
• Experience of working in Customer Service environment with high volume call rates
• Excellent skills with MS Office
• And also
• Good, clear, efficient and empathetic telephone manner
• Professional with proven ability to build appropriate relationships with customers and team members
• Demonstrable problem solving and decision making abilities
• Able to remain calm under pressure
• Results orientated
• Adaptable / willing to take on new tasks
• Able to prioritise workload/work to deadlines
• Displays initiative and enthusiasm for their role and company
• Confident and articulate
• Works well as part of a team
• Attention to detail
• Consistently meets Company standards, ethics and compliance requirements

Benefits

• Additional leave
• Casual dress
• Company events
• Company pension
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay

#wellspect

Equal Opportunity Employer

Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.

Eligibility

All successful applicants must be eligible to work in the country the position is based.

Assistance

If you need assistance with completing the online application due to a disability, please send an accommodation request to [e-mail].