Medical Customer Service Representative

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 10000 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. Convatecs revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit

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. Were 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

Provide outstanding Customer Service whilst dealing with all Amcare Group Customers. Deliver prompt responses to queries and complaints. Ensure efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers

Duties and 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

• Ensure the complaints process is adhered to and relevant paperwork is completed in line with current processes.

• Complete mandatory training online IG training and Cornerstone training within the deadlines set.

• To keep updated with all new ConvaTec products and Amcare Group services available to our customers.

• Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist in line with personal targets.

• Drive long term business relationships and strengthen retention via customer registration to me programme in line with personal targets.

• 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 for me registrations and CIC lead generation.

• Demonstrates proficiency in the use of databases and focuses on gathering essential information as quickly as possible bearing in mind the needs of our customers.

• Is a team player who understands the teams needs and shares ideas/suggestions to make the department run as efficiently as possible.

• Displays sensitivity to the customers 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

• Identify sales leads when speaking to professionals and passing that information on to the relevant field sales person

• Completes general administration tasks (filing maintaining stocks of product/literature) to ensure all team members can access information when needed

Skills and 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 skillsincluding advanced knowledge of Word Excel and note writing

• Ability to work independently and as a team

• Proven track record of working towards KPIs and targets

• Attention to detail with a high level of accuracy

• Telephony CRM and prescription system experience

Benefits

• Target Incentive

• Private Medical

• Pension Scheme

Travel Requirements

• Occasional requirement to travel to any Amcare ConvaTec or other site as required.

Language Skills

• Good verbal and written English

• Excellent communication skills are essential

Education and Experience

• Experience in the pharmaceutical Industry is desirable

• Educated to Degree level

• Customer service experience is essential

Our transformation will change your career. For good. Youll be pushed to think bigger and aim for excellence. Your ideas will be heard and youll be supported to bring them to life. Therell be challenges. But stretch yourself and embrace the opportunities and you could make your biggest impact yet.

This is stepping outside of your comfort zone.

This is work thatllmoveyou.

#LI-GM1

#LI-Onsite

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 youre unsure please contact us at .

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!