Consumer Care Specialist

2 months ago

Watford, United Kingdom Clinisupplies Full time

Revision 6.0
November 2023

Consumer Care Specialist - Outbound Call

**Reporting to**:
Head of Consumer Engagement

**Direct Reports**:
N/A

**Department**:
Nightingale Home Delivery

**Location**:
Watford

**Contract Type**:
35 hour week Monday - Friday, working across
three shifts: 8am - 4pm, 9am - 5pm, 10am - 6pm.
Saturdays 9am-12pm on a rotational basis.

**Salary**:
£25,000 Per Annum Basic Salary + 20%
discretionary bonus based on the achievement of
KPIs

**Job description**

**Company Information**:
Clinisupplies is a leading UK-based manufacturer and supplier of medical appliances specialising in
continence products for managing acute and chronic condition. The company also offers a portfolio of
bandages and garments for the treatment of wounds and chronic skin conditions. Employing over 500
people in the UK, China and India, Clinisupplies supplies its products to the NHS and delivers direct to
patients’ homes through Clinidirect, its dispensing appliance contractor.

Clinisupplies is focused on developing products which are simple and discreet to use. Its product
development team works with clinicians and patients to develop a strong product pipeline to be
manufactured at its CE, ISO, US FDA approved facilities.

**Role Overview**:
We are seeking a dynamic and compassionate outbound customer service specialist to join our team at
Clinisupplies. Clinisupplies are transforming products and services to help people with continence
challenges live more freely and we’d love to hear from you.

This role involves making outbound calls to capture information from our existing and newly registered
consumers, ensuring a seamless experience. Additionally, the specialist will be involved in various outbound
marketing campaigns and consumer focused programmes ensuring the consumer is educated on the
products that will support them to manage their condition type.

the phone and the willingness to embrace and live our core values.

At Clinisupplies, we have a core set of values which guide who we are and help shape our actions, culture
and environment:
Revision 6.0
November 2023

Agile
Collaborate
Curious
Sustainable
Wellness

**Key Responsibilities**:

- The following list provides an indication of the key responsibilities involved in this role but is not an _
- exhaustive list of all the duties that you may be required to do._
- Make outbound calls to welcome new consumers to the Home Delivery Service
- Make outbound calls as part of marketing campaigns and consumer focused programmes, with a

view to ethically increase market share.
- Provide insights and feedback to contribute to the development of products and services.
- Follow up with consumers who have trialled products.
- Collect and process feedback from Consumers and Health Care Professionals
- Be a Subject Matter Expert in your field.
- Report from various internal databases
- Update internal databases, abiding by GDPR regulations.
- Work collaboratively to ensure all Contact Centre service levels are achieved in line with agreed

KPI’s.

**Experience and Skills Required**:
You’ll have:

- Background of working in consumer facing roles with experience of cross selling
- Exceptional communication skills (written and verbal)
- Intermediate IT skills (Microsoft Office)
- Great relationship building skills.
- Excellent telephone manner
- Previous track record of working within a sales or outbound customer service environment is

required.

You’ll be:

- Positive with a ‘can do’ attitude and consumer centric mindset.
- Highly organised with the ability to manage multiple tasks in a fast-paced environment.
- Able to prioritise your workload.
- Able to use multiple systems simultaneously.
- Able to take a flexible approach to work and adapt to changing priorities.
- Enthusiastic and results driven.
- Interested in working in the continence sector.

Revision 6.0
November 2023

Clinisupplies is dedicated to the continuous development of our employees and offer excellent career
£25,000 per annum + 20% discretionary bonus, 26 days holiday (increasing with service), plus a day off for
your birthday, pension, life assurance, access to private healthcare and a suite of retail discounts, employee
assistance programme and additional benefits through our online portal.

reassignment, religion or belief, marital status, or pregnancy and maternity.

**How to apply**:
note that in addition to the interviews there will be assessments as part of our recruitment and selection
process.

NO AGENCIES

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