Swift Careers in stonehouse ∙ Page 1

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 best outcomes for the patient and the business.  This is achieved through compliance with internal procedures as well as external regulations.

Key Responsibilities :

• Responsible for receiving and making calls to Patients, Carers, GP surgeries and Healthcare Professionals with a strong focus on the quality of work, the satisfaction and the retention of our customers.
• Order and prescription processing to a high standard, ensuring swift and accurate delivery of supplies.
• Complaint Handling – The recording, escalation, resolution & analysis of product and service complaints within commercial and regulatory timelines.

• Inventory management - Working closely with our procurement team to ensure the planning parameters and safety stock levels are as accurate as possible, allowing seamless stock replenishment to our customers.

• Working collaboratively to develop relationships with patients, Healthcare professionals & internal teams.
• Manage courier queries relating to deliveries and collections
• Works with Team Leader to generate ideas in the development of departments processes and systems.
• Attend on-going training to build and maintain knowledge and understanding of key business priorities; products, medical conditions, Anatomy and Physiology.
• Assist with Product Recalls.
• Ensure that key department tasks are managed effectively and that tasks are not exclusive to any individual and be willing to assist other team members to achieve department service levels.
• This is not an exhaustive list of duties and is subject to review on a regular basis

Experience:

• 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 expectation.
• 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.

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…).

We attach great importance to your development: a comprehensive induction, further training opportunities and access to LinkedIn Learning are available to you. Take advantage of personal and professional development opportunities through our worldwide mentoring and coaching program. In addition, we offer an extensive, global employee assistance program that provides a wide range of benefits as well as retirement benefits.