Clinisupplies is a leading UK-based manufacturer and supplier of medical appliances specialising in bladder and bowel products for managing acute and chronic conditions. We also offer a portfolio of bandages and garments for the treatment of wounds and chronic skin conditions. Employing over 800 people in the UK, China and India, we supply our products to the NHS and deliver direct to patients’ homes through Nightingale Home Delivery, our dispensing appliance contractor.
Clinisupplies is dedicated to understanding our customers’ needs and delivering on their biggest priorities. We recognise that the NHS needs to offer quality of care and save money – that’s why Clinisupplies offers products that are designed to deliver value to customers. We put people living with bladder and bowel conditions at the heart of everything we do, from dedicated specialist nurses, superior customer service and product support to discreet and sustainable home delivery. We believe no-one should ever miss out on life because of a health condition. We’re here to help people live more freely.
Responsibilities
Due to ongoing growth within the business a fantastic opportunity for a Senior Consumer Services specialist has arisen.
You will support our Contact Centre Manager to ensure the smooth running of the day-to-day operation, along with coaching the team, developing training areas and ensuring the department KPI’s are met.
The following provides an indication of the key responsibilities involved in this role but is not intended to be an exhaustive list of all the duties that you may be required to do
As well as your responsibilities as a Customer Care Specialist a summary of key areas of responsibility is as follows:
* Solving all queries escalated to the Duty Manager queue.
* Support with the workload of the Consumer Services Team.
* Have a full understanding of the department policies and procedures and reporting any non-conformance to the Contact Centre Manager
* Support with the inbound contact volume when required.
* Represent the team at meetings when required.
* Complete call monitoring to ensure we are meeting the delivering excellence standard, spot check processes and calculate quality assurance scores. Along with delivering constructive feedback.
* Being the point of contact during the day for operational queries.
* Support the team to resolve any complaints in line with company policy.
* Support the Contact Centre Manager with the recruitment, induction, training and coaching of new colleagues.
* Working collaboratively with the Consumer Services Management Team to ensure smooth operational delivery.
* Keeping up to date with business development and new product lines.
* Helping to create an environment that is considered a ‘great place to work’ because of its positive working atmosphere and high levels of employee engagement.
* Ensure Data Protection and confidentiality is maintained at all times
* To comply with all company policies
Experience
* Strong communication skills both verbally and written with an excellent telephone manner and the ability to keep calm under pressure.
* A ‘can-do’ attitude and excellent work ethic with the ability to both work alone and as part of a team.
* Demonstrable coaching skills with a focus on unlocking potential and enhancing abilities.
* Experience of handling difficult conversations and providing constructive feedback.
* The ability to multitask and demonstrate the ability to manage ever changing priorities dependent upon operational demand.
* For internal candidates it is a requirement that you are meeting or exceeding your current quarterly KPIs, along with demonstrating the Clinisupplies values.
Clinisupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We also offer competitive terms and conditions. Clinisupplies Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Customer Service
* Industries: Human Resources Services
Clinisupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We also offer competitive terms and conditions. Clinisupplies Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
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