Customer Service Representative

Rhian_Convatec; Cheltenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global medical products company in Cheltenham is seeking a Customer Service Representative to deliver outstanding care and support to customers. This role involves processing orders, responding to inquiries via multiple channels, and building long-term customer relationships. Candidates should have strong empathy, problem-solving ability, and at least 1-2 years of experience in customer services. The position offers a full-time schedule, working Monday to Friday with occasional Saturdays.

Qualifications

• Proven track record of working towards KPIs and targets.
• Strong verbal, written, and face-to-face communication skills.
• Ability to maintain confidentiality and sensitivity.

Responsibilities

• Support customers through various channels including phone and email.
• Process customer orders received via different communication methods.
• Respond promptly to queries from customers and colleagues.
• Maintain accurate records of customer interactions in the CRM system.
• Maximize referral opportunities and pass leads to the right specialists.

Skills

Empathy

Problem-solving

Collaboration

Organizational skills

Communication skills

Keyboard skills

Independence

Attention to detail

Education

1-2 years of experience in customer services

Tools

Telephony systems

CRM systems

Microsoft Word

Microsoft Excel

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:

Amcare by convatec, a subsidiary of Convatec, is a dedicated provider of customer support services to the stoma, continence and wound care community who have built a 30-year reputation based on the delivery of the highest quality homecare services. Amcare by Convatec care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our national distribution centre is in Sunderland.

The Customer Service Representative is a crucial role providing outstanding Customer Care whilst supporting all Amcare by Convatec Customers. Delivering prompt responses to customer queries. Ensuring efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.

Key Responsibilities:

• Support customers by phone, electronically and face to face.
• Process customer orders received via inbound and outbound telephone, email and post.
• Respond promptly to customer and colleague enquiries.
• Maintain complete and accurate records of all customer interactions in the company CRM system
• Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist
• Drive long term business relationships and strengthen retention via customer registration to me+™ programme.
• Drives performance through self-motivation and prioritises workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets.
• Displays sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication
• Follows and understands the need for established procedures within the department but also questions, and continuously looks for ways they can be improved
• Develops relationships with customers through empathy and diplomacy

Skills & Experience:

• High levels of empathy with active listening skills
• Problem solver, able to deal effectively and professionally with end user and healthcare professionals queries
• Ability to work collaboratively with internal and external stakeholders
• High Level of organisational skills and an ability to prioritise workload whilst multitasking
• Excellent verbal, written and face to face communication skills
• Strong Keyboard skills,including advanced knowledge of Word, Excel and note writing
• Ability to work independently and as a team
• Proven track record of working towards KPI’s and targets
• Attention to detail with a high level of accuracy
• Telephony, CRM and prescription system experience

Qualifications/Education:

• At least 1-2 years of significant practical experience in customer services role

Working Conditions

Monday – Friday 9am – 5pm with rotation of Saturdsays 9am – 12pm

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!