Customer Care Representative

7 days ago

Nottingham, Nottingham, United Kingdom Coloplast Full time

Location:

Nottingham, GB

Job Family:
Consumer

Country/Region:
United Kingdom

Atos Medical is a the global market-leader in voice and pulmonary rehabilitation for people living with a neck stoma.

We design, manufacture and provide a comprehensive portfolio of laryngectomy and tracheostomy products and devices to leading institutions, health care professionals and patients.


We are passionate about making life easier for people living with a neck stoma, by providing personalised care and innovative solutions.

Within the Atos Medical UK business, our Customer Care team delivers our direct-to-consumer sales channel. We operate a primarily outbound customer service model, servicing our database of ~5,000 patients through a monthly service call.

Role Summary

This is a fixed term contract role and will report to the Inbound team leader.

You will be responsible for answering and actioning inbound patient interactions which can range from processing orders or registering new patients to logging and investigating delivery queries, all the while providing excellent customer service.

The role will be based at our Head Office in Nottingham where you will be required to build strong relationships and have frequent interaction with colleagues across all departments, including our field based teams.

You will have a background in customer service and a track record of delivering on customer satisfaction.

You will have the ability to multi-task and and organise your workload and be confident in using and learning multiple systems at once.

It would be highly desirable if you have experience of working in a medical or pharmaceutical environment and with sensitive information.

Key Responsibilities

Maintaining best in class levels of customer service, continually going above and beyond to serve our patients.

Answering inbound telephone calls and queries from a wide variety of patients and clinicians and actioning/resolving these within the terms of our SLA.

Placing patient orders, answering their questions regarding the ordering process/delivery process and chasing up any delays with regards to the order/delivery.

Contributing to the overall sales performance of the Customer Care Team by continually looking for ways to add value to each interaction.

Speaking to clinicians and dealing with any questions/queries and registering new patients
Working collaboratively with other members of the customer care team and other teams cross fucntionally eg field teams.
Always looking to develop own skills and knowledge of Laryngectomy/Tracheostomy and the associated products.
Maintaining and ensuring high levels of ethics and integrity in our service delivery
Contribute actively and positively during team meetings
Uphold and continuously role-model Atos values and desired behaviours

Skills and experience

Excellent communication and interpersonal skills, with a particular focus on verbal communication as this primarily a telephone based role
Empathetic and emotionally resilient
Experience of working in a contact centre is highly desirable but not essential
Proven track record of delivering excellent customer service and satisfaction
Excellent understanding of IT systems/packages including CRM and confident in using multiple systems at once. Knowledge of Salesforce is highly desirable but not essential.
High level of attention to detail and able to adhere to strict processes and procedures
Highly organised and efficient
Positive and can-do attitude; solution-focused
Confidence and ability to work cross functionally with other teams in the business
Flexible and adaptable as each patient interaction can be completely different
Experience of working in a medical/pharmaceutical environment would be an advantage but not essential

What we can offer you

Company Pension scheme
Team performance related bonus scheme (monthly)
25 days annual leave, plus statutory bank holidays with the option to purchase more days
Life Assurance (1x annual salary)
Medicash Scheme
Retail discount schemes
Hybrid working (3 days in the office weekly)


Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products.

We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox, Provox Life and Tracoe.


We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business.


Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries.

As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.

Since 2021, Atos Medical is the Voice and Respiratory Care division of

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