Customer Service Representative

The Amcare™ Group, a subsidiary of Conva Tec, is a dedicated provider of patient support services to the stoma and continence community and who have built a 30-year reputation based on the delivery of the highest quality homecare services. We’re transforming our business for the better. Better products. Better ways of working. And better ways of delivering for our customers and each other.

Amcare Group care centres are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields and Stirling. Our distribution centres is in Sunderland. These form the Amcare™ Group making us one of the largest dispensing appliance contractors in the UK.

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.

• Support customers by phone, electronically and face to face.
• Process customer orders received via inbound and outbound telephone, email and post.
• Respond promptly to customer and colleague enquiries.
• Maintain complete and accurate records of all customer interactions in the company CRM system
• Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist
• Drive long term business relationships and strengthen retention via customer registration to me+™ programme
• 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
• Displays sensitivity to the customer’s needs including the need for confidentiality and discretion in written and spoken communication
• Follows and understands the need for established procedures within the department but also questions, and continuously looks for ways they can be improved
• Develops relationships with customers through empathy and diplomacy

• At least 1-2 years of significant practical experience in customer services role
• High levels of empathy with active listening skills
• Problem solver, able to deal effectively and professionally with end user and healthcare professionals queries
• Ability to work collaboratively with internal and external stakeholders
• High Level of organisational skills and an ability to prioritise workload whilst multitasking
• Excellent verbal, written and face to face communication skills
• Strong Keyboard skills, including advanced knowledge of Word, Excel and note writing
• Ability to work independently and as a team
• Proven track record of working towards KPI’s and targets
• Attention to detail with a high level of accuracy
• Telephony, CRM and prescription system experience

• Target Incentive
• Private Medical Pension Scheme

• Good verbal and written English
• Excellent communication skills are essential

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.

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