Digital & Customer Success Specialist

Ascensia Diabetes Care; Newbury; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global specialist diabetes care company based in Newbury is looking for a Digital & Customer Success Specialist. In this hybrid role, you will work with our customer support partner, enhancing customer experiences with digital solutions like the Contour Diabetes App. Responsibilities include monitoring support channels, collaborating with sales and marketing teams, and driving local campaigns. The ideal candidate will possess excellent IT skills, strong problem-solving abilities, and effective communication skills. Join us to empower people living with diabetes through innovative solutions.

Qualifications

• Excellent IT skills, highly competent in Microsoft 365 applications including Outlook, Teams, Excel, Word, PowerPoint.
• Sound knowledge of smartphone apps and smart device functionality.
• Self-starter mindset with resilience to change, eager to learn and improve.
• Strong problem-solving skills with a keen eye for detail.
• Clarity and confidence in both verbal and written communication.

Responsibilities

• Collaborate with third-party customer support partner to ensure high service standards.
• Support the commercial organization to maximize customer experience with digital solutions.
• Monitor customer support channels and optimize commercial impact.
• Partner with sales teams to support local promotional campaigns.
• Create customer support tools with the marketing team.

Skills

Microsoft 365 applications

Smartphone apps knowledge

Problem-solving skills

Verbal and written communication

Job description

Ascensia Diabetes Care is a global specialist diabetes care company, dedicated to helping people living with diabetes. Our mission is to empower people living with diabetes through innovative solutions that simplify and improve their lives. We use our innovation and specialist expertise in diabetes to develop high quality solutions and tools that make a positive, daily difference for people.

At Ascensia, our values serve as the bedrock of our organization. They guide our decisions, actions, and interactions, shaping the culture we collectively foster.

Our Values include:

• Resilient Growth Mindset
• Executional Excellence
• Courageous Leadership
• Inclusive Collaboration

We believe that when we live our values authentically, both individually and as a team, we unlock our true potential and drive sustainable success.

Job Title: Digital & Customer Success Specialist

About the opportunity: In this role as Digital & Customer Success Specialist, you will collaborate with our third-party customer support partner to ensure exceptional service across all communication channels. You will support the commercial organization and customers in maximizing their experience with our digital solutions, including the Contour Diabetes App and GlucoContro.online.

Additionally, you will monitor customer interactions across phone, email, social media, and app reviews, working closely with sales teams to drive commercial success. You will actively contribute to local promotional campaigns and partner with marketing to develop effective customer support tools. Your efforts will help deliver a seamless and engaging experience for our customers.

Location: Hybrid – 2 days on-site in Newbury

What you will be doing:

• Collaborate with our third-party customer support partner to ensure high service standards across all communication channels and assist with non-standard inquiries.
• Support the commercial organization and customers in maximizing their experience with our digital solutions (Contour Diabetes App and GlucoContro.online).
• Monitor all customer support channels (telephone, email, social media, app reviews) for customer requests, and work with sales teams and customer support partner to optimize the commercial impact of these interactions.
• Actively partner with sales teams to support local promotional campaigns.
• Work with the marketing team to create customer support tools.

What you need for success:

• Excellent IT skills, highly competent in Microsoft 365 applications including Outlook, Teams, Excel, Word, PowerPoint
• Sound knowledge of smartphone apps and smart device functionality
• Self-starter mindset with resilience to change, eager to learn and improve, and able to work independently while contributing as a team player.
• Strong problem-solving skills, keen eye for detail, and ability to ensure tasks are completed accurately and on time.
• Clarity and confidence in both verbal and written communication, building strong relationships and fostering collaboration.

Interview Process:

1. Interview with the Talent Acquisition Partner - to introduce the opportunity and discuss your background.

2. Interview process with the team - you will meet the hiring manager and selected team members to talk through your experience and ways of working.

3. Decision and offer - clear next steps and all details provided promptly.

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TO ALL RECRUITMENT AGENCIES: Ascensia does not accept unsolicited third-party resumes.

Building an Inclusive Culture:

We are a company that brings varying backgrounds, ideas, and points of view to inventing on behalf of all customers. Our diverse perspectives are enriched by many dimensions, including race, ethnicity, gender, age, physical and mental ability, sexual orientation, religious beliefs, culture, language, and education, as well as professional and life experience. We are committed to diversity, equity, and inclusion, and leveraging our unique perspectives to scale our impact and growth.