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Customer Care Representative

2 weeks ago

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 our patients.

We are passionate about making life easier for people living with a neck stoma, by providing personalized 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.

We are now seeking a Customer Care Representative in our non-territory support department, covering maternity leave. This will be a fixed term contract for 12 months, with the potential to become permanent in our outbound department.

Role Summary

You will be responsible for supporting the DTC team during periods of leave, sickness and busy periods. The majority of your work will be covering our outbound territories whilst their customer care reprsentatives are away to make sure we still contact our patients and place their orders. You will be working towards a team target and KPIs whilst helping support the team.

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. We currently have a hybrid policy in place meaning staff can split their time between the office and working from home.

You will have a background in customer service and a track record of delivering on customer satisfaction and revenue targets. You will have the ability to manage your own workload, be naturally proactive and use your experience to continually identify ways to work more effectively. You will have experience in fast-paced environments, being able to adapt quickly, all whilst delivering a great customer and patient journey to some very vulnerable people.

Key Responsibilities

Covering and supporting workload to the rest of the team - Outbound & Inbound
Contributing and increasing revenue for territories you will be supporting
Working collaboratively with other members of the customer care team and other teams cros fucntionally eg field teams.
Maintaining best in class levels of customer service, continually going above and beyond to serve our patients.
Always looking to develop own skills and knowledge of Laryngectomy & Tracheostomy
Maintaining and ensuring high levels of ethics and integrity in our service delivery
Building trust and strong collaborative relationships with all departments including the field teams
Adapating to other people’s working styles and managing your workload cover to different styles and pace
Uphold and continuously role-model Atos values and desired behaviours
Quick-thinking and adaptability when plans change due to sickness and unplanned leave
Working with the Team Seniors to ensure all workload is covered

Skills and experience

Excellent communication and interpersonal skills
Confidence and ability to work cross functionally with other teams in the business
Highly organised and efficient
Able to effectively follow up and maintain momentum on actions and initiatives
An understanding of sales data, KPIs and revenue targets
Target driven, proactive and resilient, with a desire to drive success of the team & business
Excellent understanding of IT systems/packages including CRM
Positive and can-do attitude; solution-focused
Flexible and adaptable

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 Coloplast A/S

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