Senior Customer Service Representative

Amcare by Convatec provides dedicated customer support services to the stoma continence and wound care community. With a 30 year reputation for delivering high quality homecare services Amcare by Convatec operates Care Centres in Basingstoke Cheltenham Dartford Lincoln Nottingham Runcorn South Shields and Stirling supported by a national distribution centre in Sunderland.

The Senior Customer Services Representative is responsible for delivering exceptional customer experience by responding promptly and professionally to customer enquiries complaints and order requests. The role ensures customer needs are met efficiently while maintaining high standards of service accuracy and addition to supporting customers the Senior Customer Services Representative plays a key role in driving business growth through the execution of referral opportunities promotion of retention initiatives and strengthening long term customer relationships.

As a senior member of the team the role provides day-to-day operational support to the Customer Service Manager assisting with customer escalations coaching colleagues supporting continuous improvement initiatives and contributing to departmental projects that enhance both service delivery and business performance.

Key Responsibilities:

• Acts as a senior point of contact for customer enquiries and escalations.

• Delivers exceptional customer service across multiple channels.

• Processes customer orders and requests accurately and efficiently.

• Process digital and paper prescriptions accurately ensuring timely order fulfilment and compliance with company procedures

• Supports customer retention and business growth initiatives.

• With support from Customer Service Manger coaches and mentors colleagues to improve performance.

• Promotes adherence to quality compliance and SOP requirements.

• Supports analysis of operational data.

• Implements agreed continuous improvement opportunities.

• Supports managers with operational delivery projects and escalations

Skills & Experience:

• Minimum 2/3 years experience in a customer service customer care or contact centre environment.

• Experience handling customer complaints escalations and complex enquiries.

• Experience using CRM systems and maintaining accurate customer records.

• Excellent verbal and written communication skills.

• Demonstrated ability to handle complex customer enquiries and escalations.

• Strong empathy and active listening skills.

• Effective problem-solving and decision-making capabilities.

• Experience coaching mentoring or supporting colleagues.

• Analytical skills with the ability to interpret operational data.

• Advanced knowledge of CRM systems and Microsoft Office applications.

• Understanding of quality standards GDPR and regulatory compliance.

• Highly organised resilient and able to manage competing priorities in a fast-paced environment

Working Conditions:

• Normal working hours are Monday Friday from 9am to 5pm with occasional rotation of Saturdays 9am 1pm.

• Our lines are open from 8am to 8pm hence there might be occasionally the need to cover outside of normal working hours.

Ready to join us

At Convatec were pioneering trusted medical solutions to improve the lives we touch. If youre ready to make a real impact apply today and help us bring our Forever Caring promise to life.

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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…