Company Description:
Oakmed Healthcare is a manufacturer and supplier of stoma products, dedicated to improving the quality of life for people living with a stoma. Working in close partnership with healthcare professionals and patients, with a strong focus on service, education, and patient support, Oakmed provides both product supply and a dedicated home delivery service, ensuring patients receive the right products with care, dignity, and efficiency.
Role Summary:
As a Customer Care Specialist, you will deliver exceptional support to consumers and Health Care Professionals (HCPs) through our Home Delivery Service. Your responsibilities will include registering new consumers, processing prescription orders, handling inbound and outbound enquiries, and ensuring timely and accurate delivery of stoma products.
Working within our Contact Centre, you will play a key role in maintaining compliance, supporting service excellence, and upholding our commitment to patient-centred care.
Key responsibilities:
The following outlines the main duties associated with the role. It is not an exhaustive list, and additional tasks may be required.
* Handle inbound calls from consumers and Health Care Professionals (HCPs)
* Make outbound calls to support consumers with repeat orders
* Provide compassionate support and timely resolution of consumer product complaints
* Manage and action items within multiple email/mailboxes
* Register new consumers onto the Home Delivery Service
* Liaise with GP surgeries via phone and email to obtain outstanding prescriptions
* Process consumer orders with a high level of accuracy
* Maintain accurate and compliant consumer records in line with GDPR requirements
* Generate reports using internal databases and systems
* Work collaboratively to meet Contact Centre service levels and KPIs
* Adhere to weekly schedules and attend required meetings, reviews, huddles, workshops, and training
* Contribute to ad-hoc customer service or process-improvement projects
* Represent the company professionally, demonstrating a positive and customer-centric approach at all times
Experience and Skills Required
* GCSE level literacy and numeracy (or equivalent)
* Intermediate IT skills, including proficiency in Microsoft Office
* Excellent telephone manner
* Strong verbal and written communication skills
* Ability to prioritise workload effectively
* High attention to detail and accuracy
* Ability to navigate and use multiple systems simultaneously
* Comfortable working in a fast-paced customer service environment
* Positive, proactive attitude with a passion for delivering outstanding customer service
Benefits:
* Company pension scheme to support your long-term financial wellbeing
* Private medical cover, helping you access healthcare when you need it
* 25 days’ annual leave plus bank holidays, supporting a healthy work–life balance