Client Service Representative

4 weeks ago

Dartford, United Kingdom ConvaTec Full time

At ConvaTec, our vision is to develop pioneering trusted medical solutions to improve the lives we

touch. We are a global medical technology business focused on serving people and care givers in the areas of advanced wound care, ostomy care, continence and critical care and infusion care. We

devise, develop and manufacture innovative products and services that support people with deeply

personal and challenging medical conditions, helping to improve care for them and giving them

greater confidence, freedom and mobility.

We drive for excellence in all we do - anticipating and addressing our customers’ needs with

advanced technologies and best-in-class products and services. Ours is a global business, well

positioned for long-term sustainable performance. We are guided by our five core values, that shape

the way we work, every day: Improve Care, Deliver Results, Grow Together, Own It and Do What’s

Right.

The Amcare Group, a subsidiary of ConvaTec, 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 National distribution centre is at Sunderland.

These form the Amcare Group making us one of the largest dispensing appliance contractors in the UK

**Job Summary**

Provide outstanding Customer Service whilst dealing with all Amcare Group Customers. Deliver prompt responses to queries and complaints. Ensure efficient processing of Customer orders. Maximise all new business opportunities through referral leads. Grow business value by retaining existing customers.

**Duties and Responsibilities**
- Support customers by phone, electronically and face to face.
- Respond promptly to customer and colleague enquiries.
- Maintain complete and accurate records of all customer interactions in the company CRM system - Ensure the complaints process is adhered to and relevant paperwork is completed in line with current processes.
- Complete mandatory training, online IG training and “Cornerstone” training within the deadlines set.
- To keep updated with all new ConvaTec products and Amcare Group services available to our customers.
- Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist, in line with personal targets.
- Drive long term business relationships and strengthen retention via customer registration to me+ programme, in line with personal targets.
- 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 for me+ registrations and CIC lead generation.
- Demonstrates proficiency in the use of databases and focuses on gathering essential information as quickly as possible bearing in mind the needs of our customers.
- Is a team player who understands the teams needs and shares ideas/suggestions to make the department run as efficiently as possible.
- 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
- Identify sales leads when speaking to professionals and passing that information on to the relevant field sales person
- Completes general administration tasks (filing, maintaining stocks of product/literature) to ensure all team members can access information when needed

**Competences Required**:
**Behaviours and attitudes**:

- Demonstrates all ConvaTec Company Values - Improve Care, Deliver Results, Grow Together, own It and Do What’s Right
- High personal accountability
- High degree of integrity
- Courage to drive through change in a professional manner
- Hands on approach
- Passion to “make a difference” to the lives of the people we touch
- Excellent customer focus
- Ability to network at all levels
- Results oriented
- Data-driven mindset and an aptitude for technology

**Skills and knowledge**:

- Problem solver
- High Level of organisational skills
- Analytical and decision making skills
- Excellent communication and networking
- Articulate with advanced interpersonal skills
- Numerate with good verbal and written communication skills
- Demonstrates good listening skills
- Attention to detail and high level of accuracy
- Knowledge of Word, Excel and report writing
- Ability to recognise sales opportunities
- Ability to work independently and as a team
- Proven track record of worki

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