Customer Care Specialist

Ontex; Great Corby; On-site; GBP 23,000 - 32,000; Full time

Job summary

Ontex in the United Kingdom seeks a Customer Care Specialist to support NHS home delivery contracts for incontinence products. You will handle 80–120 calls per day, activate orders, and resolve delivery issues in collaboration with warehouse and logistics partners.

The role requires GCSEs including English and Maths, with experience in call centres or phone-based service. Proficiency with Microsoft Teams and Outlook and basic database use are important.

Qualifications

• GCSEs (A*-C) including English Language and Maths.
• Experience in a call centre or phone-based customer service is essential.
• Proficiency with Microsoft Teams and Outlook.
• Experience using an internal patient database is advantageous.
• Organised, able to prioritise, patient, diplomatic and adaptable.

Responsibilities

• Activate patient orders in line with contract guidelines.
• Provide phone-based customer support to NHS home delivery customers.
• Coordinate with warehouse and logistics partners to resolve delivery issues.
• Investigate stock issues and communicate solutions to customers.
• Take sales over the phone for top-up products.
• Ensure achievement of internal and external KPIs.
• Collaborate with Supply Chain and Sales teams as needed.

Skills

Customer service

Call centre experience

Microsoft Teams

Outlook

Database experience

Education

GCSEs including English and Maths

Tools

Database systems

Job description

At Ontex, we are making everyday life easier across generations. Worldwide our 5,000 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.

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 or 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

Here for you.

ontex.com