Customer Relation

3 weeks ago

Farnborough, Hampshire, United Kingdom Philips Full time
Job TitleCustomer Relation & Support ExecutiveJob Description

Please note that we currently have 2 open positions for a Customer Relation & Support Executive.

In this role, you have the opportunity to make life better:

Looking at the challenges the world is facing today Philips' purpose has never been more relevant. The world and our customers' needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. That's why we need you, to help us tackle increasingly complex challenges posed by ever-evolving health and well-being needs.

The purpose of this exciting Customer (Patient) Relation & Support Executive role is to support patients on the Sleep Support Service with accurate, relevant and timely advice for their query. The role will include supporting the patient throughout their diagnostic and therapy journey. Full and in-depth training on the therapy products and sleep disorders will be provided. You will be expected to maintain a polite, courteous and professional manner whilst dealing with enquiries and processing orders within a fast-paced team. The hours for this role are 37.5hrs week within a service that operates 8am to 8pm Monday to Friday.

This is an office-based role (hybrid model) in our brand new UKI head office in Farnborough.

You are responsible for:

  • Ensuring that all (primarily telephone) enquiries from both patients and customers are handled correctly; providing the customer with the most appropriate advice for the query in a timely manner.
  • Logging of customer complaints received according to company procedure.
  • Maintaining full, up-to-date knowledge of all products and the disorders they are used to treat, participating in, and seeking additional training as required.
  • Ensuring all notes and updates are applied in a timely manner to the patient information systems on a daily basis.
  • Ensuring service-related operational and administrative tasks have been completed in a timely fashion.

You are a part of:

This Team is an extension of the support that the NHS and Private providers offer their patients with Sleep Disorders. The Patient Relations & Support Team is on hand to give advice, answer questions and provide support to patients on their journey to compliance and better sleep outcomes. We support customers and patients by supplying masks and therapy devices, taking care of administrative tasks, gathering patient data, and dealing with patient enquiries.

To succeed in this role, you'll need a customer-first attitude and the following:

  • Good standard of education with numeracy and literacy.
  • 2 years' experience in a Customer Service role or in an office telephone sales environment.
  • Ideally experience of working with Lean / in a Lean environment and SAP.
  • Competent with Outlook and Microsoft Word / Excel.
  • Good communication skills with the ability to easily build rapport.
  • Ability to maintain a calm and empathetic demeanor.
  • Good planning and organizational skills.
  • Attention to detail with good problem solving and analytical skills.

In return, we offer you a challenging, innovative environment with great opportunities for you to explore. Our benefits are very competitive and designed around your preferences. At Philips, we value that our people can be healthy and do well and that you feel cared for and listened to. We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive benefits, a flexible work schedule and access to regular local health & well-being focused activities.

Why should you join Philips?

If you're interested in this role and have the experiences needed, we encourage you to apply. Learn more about our commitment to diversity and inclusion here .

About Philips UKI

In the UK, we are recognised as a Disability Confident employer and are proud to be part of the Armed Forces Covenant & Mental Health at Work Commitment. We welcome all applicants including those from minority backgrounds, LGBTQIA+ and individuals living with a disability.

Because we are at our best when you are, you can safely share any reasonable tools or adjustments needed during our recruitment process and beyond.

For more information, read our Inclusion and Diversity Policy and, to know more about your Human Rights, we encourage you to view this report.

#LI-EU

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