Customer Experience Representative

3 weeks ago


Stonehouse, Gloucestershire, United Kingdom Wellspect HealthCare Full time

At Wellspect HealthCare, we are looking for a highly skilled Care and Support Specialist to join our team in Gloucester. As a Customer Care Advisor, you will play a pivotal role in delivering exceptional customer experiences 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 achieving best outcomes for the patient and the business. Key Responsibilities include:

  • Receiving and making calls to patients, carers, GP surgeries, and healthcare professionals, focusing on quality, satisfaction, and retention of customers.
  • Order and prescription processing to a high standard, ensuring swift and accurate delivery of supplies.
  • Handling complaints, recording, escalation, resolution, and analysis within commercial and regulatory timelines.
  • Inventory management, working closely with the procurement team to ensure accurate planning parameters and safety stock levels.
  • Developing relationships with patients, healthcare professionals, and internal teams.
  • Managing courier queries regarding deliveries and collections.
  • Collaborating with the Team Leader to develop department processes and systems.
  • Attending ongoing training to maintain knowledge and understanding of key business priorities, products, medical conditions, anatomy, and physiology.
  • Assisting with product recalls.

The ideal candidate should have:

  • Education to GCSE level or minimum of twelve months' related experience or training.
  • Background in a fast-paced customer-facing role (face-to-face or virtual).
  • Accurate keyboard/data entry skills.
  • Intermediate IT skills (Microsoft Office).
  • A positive 'can do' attitude and customer-centric mindset.
  • A good, clear, efficient, and empathetic telephone manner.
  • High call volume experience.
  • Professional ability to build relationships with customers to manage expectations.
  • Demonstrated problem-solving and decision-making abilities.
  • Ability to work well within a team.
  • Adaptability and flexibility.

We offer a competitive salary of £20,000 - £25,000 per annum, depending on experience, as well as:

26 days' annual leave.

An attractive company pension scheme.

A flexible benefit scheme, including health insurance, dental cover, and medical cash plan.

Comprehensive induction, further training opportunities, and access to LinkedIn Learning.

Personal and professional development opportunities through worldwide mentoring and coaching programs.

An extensive global employee assistance program.



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