About Convatec
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With more than 10,000 colleagues, we provide our products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Convatec’s revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit
Amcare by convatec, a subsidiary of Convatec, is a dedicated provider of customer support services to the stoma, continence and wound care community who have built a 30-year reputation based on the delivery of the highest quality homecare services. Amcare by Convatec care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our national distribution centre is in Sunderland.
The Customer Service Representative is a crucial role providing outstanding Customer Care whilst supporting all Amcare by Convatec Customers. Delivering prompt responses to customer queries. Ensuring efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.
Please note this is a Fixed Term Contract until End of August 2026.
Key Responsibilities:
1. Support customers by phone, electronically and face to face.
2. Process customer orders received via inbound and outbound telephone, email and post.
3. Respond promptly to customer and colleague enquiries.
4. Maintain complete and accurate records of all customer interactions in the company CRM system
5. Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist
6. Drive long term business relationships and strengthen retention via customer registration to me+™ programme.
7. Drives performance through self-motivation and prioritises workload to ensure that the service standards of the business are maintained hand in hand with achievement of personal targets.
8. Displays sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication
9. Follows and understands the need for established procedures within the department but also questions, and continuously looks for ways they can be improved
10. Develops relationships with customers through empathy and diplomacy
Skills & Experience:
11. High levels of empathy with active listening skills
12. Problem solver, able to deal effectively and professionally with end user and healthcare professionals queries
13. Ability to work collaboratively with internal and external stakeholders
14. High Level of organisational skills and an ability to prioritise workload whilst multitasking
15. Excellent verbal, written and face to face communication skills
16. Strong Keyboard skills, including advanced knowledge of Word, Excel and note writing
17. Ability to work independently and as a team
18. Proven track record of working towards KPI’s and targets
19. Attention to detail with a high level of accuracy
20. Telephony, CRM and prescription system experience
Qualifications/Education:
21. At least 1-2 years of significant practical experience in customer services role
Working Conditions
Working hours: Monday – Friday 9-5, our lines are open from 8am to 8pm, flexibility is required in case necessary to cover other turns + with rotation of Saturdays 9am – 1pm
This role can be fully onsite or working a couple of days from home
Ready to join us?
At Convatec we're pioneering trusted medical solutions to improve the lives we touch. If you're ready to make a real impact, apply today and help us bring our Forever Caring promise to life.
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Beware of scams online or from individuals claiming to represent Convatec
A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.
If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at .
Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.