We Make Life More Rewarding and Dignified
Location: Winnersh
Department: Patient Transition Services
Summary:
The Secure Start Team aim to deliver world class customer service support to internal and external customers whilst promoting the products and services of Hollister and Dansac.
The Customer Services Advisor - Secure Start is responsible for facilitating and building ongoing relationships with consumers through the Secure Start Pathway. The Secure Start Advisor will work in a regional capacity, supporting consumers through proactive outbound phone and email activity. This position will educate consumers on all Hollister and Dansac products for ostomy and continence care whilst supporting them through the Secure Start Pathway. The role will also involve building relationships with the acute and community nurses referring patients into the Pathway.
Responsibilities:
1. Register and set up all Secure Start patients in an accurate and timely manner
2. Manage and process sample requests for Secure Start patients
3. Ensure proactive follow-up for patients who are experiencing issues or concerns; providing support and advice in conjunction with the Clinical Team
4. Make outbound Secure Start calls in accordance with the pathway, logging all patient interactions in Salesforce; updating the appropriate product/delivery company information after each interaction
5. Educate patients on product features and benefits where relevant as well as offering better solutions for their needs
6. Promote Hollister and Dansac products and upgrade end users from legacy Hollister and Dansac products to most technologically beneficial/new products within portfolio
7. Promote Fittleworth Home Delivery Service, with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to Fittleworth
8. Develop key relationships with acute and community nurses to ensure effective communication, visiting key hospitals where appropriate and presenting a summary of the Pathway outcomes and patient feedback as needed
9. Log end-user concerns regarding product range and follow-up
10. Ensure compliance with Data Protection requirements (GDPR) at all times maintaining the database and obtaining written/verbal consent for permission to contact
11. Support the Secure Start Manager where appropriate with the promotion of the Secure Start Pathway to new hospitals
12. Support Sales and Marketing Teams at external events
13. Any other duties as management may require
Essential Functions of the Role**:
14. Able to access the Winnersh office on a daily basis
15. Strong communication and telephony skills with flexibility to adapt style on an individual basis
Work Experience Requirements:
16. 2 years’ experience in a customer service environment
17. Sales support experience desirable
Education Requirements:
18. Education to A-Level is desirable
Specialised Skills/Technical Knowledge:
19. Work to deadlines on a daily basis
20. Excellent communication skills
21. Excellent listening skills
22. Multi-tasking capabilities
23. Ability to manage a large workload under pressures
24. Use initiative and prioritise activities
25. Build key internal and external relationships
26. Proficient use in Microsoft Office & Experience with CRM systems
27. Enthusiastic and reliable team player
Local Specifications (English and Local Language):
28. Fluent in English – Written and Verbal
What We Offer:
29. The anticipated base salary range for this position is £23,000 - £25,000, depending on experience or other legitimate business factors
30. This position is also eligible to participate in the Hollister discretionary Corporate Bonus Scheme
31. Performance-related Annual Salary Review
32. Group Personal Pension Scheme with 8.5% employer contribution
33. Private Healthcare Insurance covering you / and your family members
34. Life Insurance Cover at x10 base salary
35. Group Income Protection Scheme
36. 25 days annual leave + Bank Holidays (pro-rated for part time Associates), with the option to buy/sell annual leave
37. Comprehensive Employee Assistance Programme
38. Enhanced Family Friendly policies
39. Internal recognition scheme
EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Job Req ID: 34739