About FMP:
Flexible Medical Packaging Limited (FMP) is the part of Clinimed Holding Limited, a group of companies founded in 1982 following the acquisition and formation of number of additional companies within the group.
Flexible Medical Packaging (FMP) Limited are offers a first-class turnkey service of sterile and non-sterile products, for the Healthcare provision. It is our mission to ensure that our customers are completely satisfied with the quality of our work and service. Supported by years of experience and extensive industry knowledge, we are confident in our ability to provide a level of service that will surpass our customers’ expectations.
Job Summary:
The role is responsible for delivering outstanding customer service by promptly resolving issues and handling complaints effectively. The aim is to maintain strong, mutually beneficial relationships with FMP customers, reinforce FMP’s position as a key supplier, and minimize the risk of lost sales and revenue due to customer churn.
Benefits:
* Contributory Pension Scheme (5% Employer Contribution Raises up to 10% with Service)
* Medical Cash Back Plan (Simply Health)
* Life Assurance (4 x Annual Gross)
* Annual Performance Bonus
* Annual Pay Review
* Work Life Balance
* Employee Referral Scheme
* Free Yearly Flu Vaccination
* Onsite Free Car Parking
* Employee Assistance Programme – Health and Wellbeing
* 25 days per annum rising to 27 after 5 years’ service (plus 8 Bank Holidays and one company day)
Main Duties & Responsibilities:
* Plan, organise, and manage activities within your area to achieve FMP and CliniMed Group objectives.
* Build positive relationships within your team and across the organisation to foster collaboration and efficiency.
* Maintain a professional, empathetic, and customer-focused attitude at all times.
* Respond promptly to customer inquiries and communicate proactively through multiple channels.
* Take ownership of customer complaints and ensure timely resolution.
* Develop and maintain comprehensive knowledge of FMP products and services to handle queries effectively.
* Process orders, applications, forms, and requests; issue order acknowledgements.
* Keep accurate records of customer interactions, transactions, and complaints.
* Collaborate with colleagues as needed to ensure smooth workflow and service delivery.
* Provide feedback on customer service processes and suggest improvements.
* Monitor customer trends and generate reports, including open orders, stock levels, complaints, credits, recurring issues, and OTIF metrics; share findings with key stakeholders promptly.
* Report deviations on behalf of customers and FMP, taking corrective actions as required.
* Produce the monthly Customer Service Index (CSI) report and facilitate quarterly review meetings with internal stakeholders.
Personal Specifications:
* Educated to A Level or equivalent.
* Strong communication skills, with the ability to engage effectively with customers and colleagues at all levels.
* Ability to remain calm and professional when handling stressed or upset customers.
* Flexible and able to adjust priorities in response to daily challenges.
* Comfortable working under pressure and managing complex tasks to completion.
* Self-motivated, enthusiastic, and positive in approach.
* Able to build mutually respectful and productive relationships with colleagues and customers.
* Proficient in computer applications.
* Previous experience in a customer support role is highly desirable.