Customer Care Specialist - French Speaker (Paternity leave)

Rhian_Convatec; City Of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A global medical solutions company based in London is seeking a Customer Care Specialist. The role involves being a primary liaison for customers, managing claims and queries, and collaborating with various business areas. Ideal candidates will possess strong communication skills, data analyzing capabilities, and experience in a healthcare environment. If you're ready to make a real impact, apply today.

Qualifications

• Proven experience of a Customer facing, claims/query management role in Health Care.
• Ability to communicate at all levels within the organisation.
• Proficient in oral and written communications.

Responsibilities

• Raise claims within SLA, investigate to resolution, communicate outcomes.
• Identify opportunities for continuous improvement.
• Coordinate and assist with audit requirements.

Skills

Customer facing role experience

Data analyzing skills

Strong communication skills

Interpersonal skills

Motivational skills

Education

Formal qualifications in Export and Customer Service

Tools

Microsoft Outlook

Advanced Excel

SAP (Sales and Distribution modules)

Job description

About Convatec

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at‑risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit http://www.convatecgroup.com

Position overview

Reporting to the Manager of Customer care, this role is the first point of contact for our customers, being a trusted source of information for them. Responsibilities include: primary Customer and 3pl liaison, claims and queries management; but, additionally, reporting and KPI data. Collaboration with other areas of the business such as Finance and Masterdata.

Key Responsibilities

• Raise claims within SLA, investigate to resolution, communicate outcomes.
• Measures of success in the role will be by clear objectives and KPI reports to support daily activity and performance measurement.
• Identify opportunities for continuous improvement.
• Demonstrates a sense of urgency in respect of ensuring work is completed quickly and accurately.
• Strong communication skills both oral and written ensuring desired outcomes are understood and achieved.
• Has good interpersonal skills, able to deal at all levels, develops relationships within the organisational structure to assist in goal achievement.
• Coordinate and assist with audit requirements.
• Must be proficient in standard software applications including Microsoft Outlook and advanced Excel skills and to have a complete understanding of Sales and Distribution modules of SAP.
• Demonstrate sufficient knowledge of internal/external processes and procedures to troubleshoot and correct problems.
• Act with empathy and respect in all transactions.
• Living our values.

Skills & experience

• Proven experience of a Customer facing, claims/query management and distribution role preferably in a Health Care environment.
• Ability to communicate at all levels within the organisation.
• Proven data analysing skills and an ability to translate tasks into action plans and deliver to timelines.
• Fully competent in oral and written communications.
• Strong motivational skills

Qualifications/education

• Subject matter knowledge
• Customer Service skills
• Formal qualifications in Export and Customer Service
• Fully competent in oral and written communications and must be able to demonstrate proven interpersonal skills
• Competent in using Excel/Word & Data Cubes
• Competent in using Database reporting repositories
• Excellent reporting skills
• Proficient communicator both written and verbal
• Able to operate in a Team environment

Ready to join us?

At Convatec we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life.

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [e-mail].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!