Overview
Customer Care Advisor - Stonehouse, Gloucester. This role is pivotal in delivering a superior customer experience and transforming the lives of individuals living with acute and chronic continence conditions. Reporting to the Customer Care Team Leader, the role involves building and nurturing relationships with patients and Healthcare professionals to ensure seamless delivery of vital medical supplies while delivering best outcomes for the patient and the business, in compliance with internal procedures and external regulations.
Responsibilities
* Responsible for receiving and making calls to Patients, Carers, GP surgeries and Healthcare Professionals with a strong focus on the quality of work, satisfaction and retention of customers.
* Order and prescription processing to a high standard, ensuring swift and accurate delivery of supplies.
* Complaint Handling – recording, escalation, resolution & analysis of product and service complaints within commercial and regulatory timelines.
* Inventory management - working closely with procurement to ensure planning parameters and safety stock levels are accurate, enabling seamless stock replenishment to customers.
* Collaborate to develop relationships with patients, Healthcare professionals & internal teams.
* Manage courier queries relating to deliveries and collections.
* Work with Team Leader to generate ideas for development of department processes and systems.
* Attend ongoing training to build knowledge of key business priorities; products, medical conditions, Anatomy and Physiology.
* Assist with Product Recalls.
* Ensure key department tasks are managed effectively and shared across the team; support others to achieve department service levels.
* Participate in regular review of duties; this is not an exhaustive list of duties.
Experience & Qualifications
* Education to GCSE O level; or minimum of twelve months' related experience or training; or equivalent combination of education and experience.
* Background of working in a fast-paced customer facing role (face to face or virtual).
* Accurate keyboard / data entry skills.
* Intermediate IT skills (Microsoft Office).
* Positive ‘can do’ attitude and customer centric mindset.
* Good, clear, efficient and empathetic telephone manner.
* High call volume experience.
* Professional with proven ability to build appropriate relationships with customers to effectively manage expectations.
* Demonstrated problem solving and decision making abilities.
* Able to work well within a team.
* Able to remain calm under pressure.
* Adaptable/Able to take a flexible approach to work and adapt to changing priorities.
* Highly organised with the ability to manage multiple tasks in a fast-paced environment.
* Displays initiative and enthusiasm for their role and company.
* Attention to detail with exceptional communication skills (written and verbal).
* Consistently meets Company standards, ethics and compliance requirements.
Benefits
As part of our team, you'll experience the spirit of an international and innovative market leader in the dental industry. Besides an attractive remuneration package, you will also be eligible for a variety of employee benefits, such as:
* 26 days' annual leave, an attractive company pension scheme and a flexible benefit scheme (including health insurance, dental cover, medical cash plan).
* Comprehensive induction, further training opportunities and access to LinkedIn Learning.
* Personal and professional development opportunities through worldwide mentoring and coaching programs.
* Extensive global employee assistance program offering a wide range of benefits and retirement benefits.
In addition, DentsplySirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com with the subject line “Accommodation Request”.
For additional details and questions, contact us at careers@dentsplysirona.com
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
* Medical Device
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Stonehouse, England, United Kingdom
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