Customer Care Specialist

Ontex; Corby; On-site; GBP 24,000 - 28,000; Full time

Job summary

A global personal hygiene solutions provider in the UK is looking for a Customer Care Specialist to support NHS home delivery customers. This role requires managing phone-based inquiries and ensuring exceptional service delivery. Candidates should possess at least 5 GCSEs, along with a strong background in customer service and excellent communication skills. Experience with Microsoft Teams and databases is advantageous.

Qualifications

• Experience in phone-based customer service is essential.
• Prior experience with databases is an advantage.
• Ability to adapt and manage difficult situations.

Responsibilities

• Ensure smooth running of NHS delivery contracts.
• Activate patient orders and resolve delivery issues.
• Provide exceptional customer service to all stakeholders.

Skills

Customer service

Communication

Problem-solving

Organizational skills

Team collaboration

Education

Minimum of 5 GCSEs (or equivalent) A*–C including English Language and Maths

Tools

Microsoft Teams

Outlook

Database software

Job description

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*–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:
  • 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.

If you're passionate about the role and believe you would be a great fit, we'd love to hear from you. We welcome candidates from all backgrounds to apply, ensuring a fair and transparent selection process. Should you have any questions, feel free to contact our HR department at [e-mail].

Here for you.

ontex.com