Customer Care Advisor - Stonehouse, Gloucester
Reporting to the Customer Care Team Leader, this role is pivotal in delivering a superior customer experience and transforming the lives of individuals living with acute and chronic continence conditions.
This exciting opportunity involves building and nurturing relationships with patients and Healthcare professionals to ensure seamless delivery of vital medical supplies while delivering the best outcomes for the patient and the business. This is achieved through compliance with internal procedures as well as external regulations.
Key Responsibilities:
1. Responsible for receiving and making calls to Patients, Carers, GP surgeries, and Healthcare Professionals with a focus on quality, customer satisfaction, and retention.
2. Order and prescription processing to a high standard, ensuring swift and accurate delivery of supplies.
3. Complaint handling: recording, escalation, resolution, and analysis of product and service complaints within commercial and regulatory timelines.
4. Inventory management: working closely with the procurement team to ensure accurate planning parameters and safety stock levels for seamless stock replenishment.
5. Developing relationships with patients, Healthcare professionals, and internal teams.
6. Managing courier queries related to deliveries and collections.
7. Collaborating with the Team Leader to improve department processes and systems.
8. Attending ongoing training to maintain knowledge of products, medical conditions, anatomy, and physiology.
9. Assisting with product recalls.
10. Managing department tasks effectively and supporting team members to meet service levels.
11. Participating in regular reviews of duties and responsibilities.
Minimum Requirements:
* Education to GCSE O level or equivalent, or at least twelve months' related experience or training.
* Experience in a fast-paced customer-facing role (face-to-face or virtual).
* Accurate keyboard/data entry skills.
* Intermediate IT skills (Microsoft Office).
* Positive attitude and customer-centric mindset.
* Clear, efficient, and empathetic telephone manner.
* Experience handling high call volumes.
* Ability to build appropriate relationships with customers and manage expectations.
* Strong problem-solving and decision-making skills.
* Teamwork-oriented and able to remain calm under pressure.
* Flexible and adaptable to changing priorities.
* Highly organized with multitasking abilities.
* Attention to detail with excellent communication skills (written and verbal).
* Adherence to company standards, ethics, and compliance.
Wellspect Healthcare is a leading global provider of innovative medical devices, dedicated to making a difference for people with urinary retention or chronic constipation. The company is part of Dentsply Sirona, a major manufacturer in the dental industry, and is committed to environmental sustainability and employee development.
We offer an attractive remuneration package, 26 days of annual leave, a comprehensive pension scheme, flexible benefits (including health insurance, dental cover, and medical cash plans), and extensive training and development opportunities.
Dentsply Sirona is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, or national origin.
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