Customer Service Representative

ConvaTec Inc.; Runcorn; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Target Incentive

Private Medical Pension Scheme

Job summary

Convatec is seeking a Customer Service Representative to provide outstanding care to Amcare by Convatec customers. You will respond to inquiries, process orders and help grow business through referrals and retention programs.

The role requires 1–2 years in customer service with strong communication, empathy and collaborative skills. A customer-focused approach and excellent English are essential.

Qualifications

• 1–2 years of customer service experience, preferably in healthcare.
• Strong empathy with active listening and clear communication.
• Ability to handle queries via phone, email and in person.
• Excellent organisational skills with attention to detail.

Responsibilities

• Support customers by phone, electronically and face to face.
• Process customer orders via inbound/outbound telephone, email and post.
• Respond promptly to customer and colleague enquiries.
• Maintain complete and accurate records of all customer interactions in the CRM system.
• Maximise referral opportunities and pass leads to the relevant referral specialist.
• Drive long-term relationships and strengthen retention via customer registration to me+™ programme.
• Follow procedures while seeking improvements to processes.
• Develop relationships with customers through empathy and diplomacy.

Skills

Active listening

Problem solving

Communication skills

CRM experience

Team collaboration

Organizational skills

Multitasking

Microsoft Excel

Tools

CRM system

Job description

The Amcare™ Group, a subsidiary of ConvaTec, is a dedicated provider of patient support services to the stoma and continence community and who have built a 30-year reputation based on the delivery of the highest quality homecare services. We’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other. Amcare Group care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our distribution centres is in Sunderland. These form the Amcare™ Group making us one of the largest dispensing appliance contractors in the UK.

Job Summary

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 and Experience

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

Benefits

• Target Incentive
• Private Medical Pension Scheme

Language Skills

• Good verbal and written English
• Excellent communication skills are essential

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.

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 over 10,000 colleagues, we provide 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, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 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. Convatec is a global medical products and technologies company focused on solutions for the management of chronic conditions, with leading market positions in advanced wound care, ostomy care, continence & critical care, and infusion care. Our products provide a range of clinical and economic benefits including infection prevention, protection of at-risk skin, improved patient outcomes and reduced total cost of care. If you would like to know how we intend to use your data following your application please refer to our full data privacy policy on the following link: https://www.convatecgroup.com/privacy-policy/