Customer Satisfaction Specialist

A global leader in the medical device and technology industry, for more than 100 years Olympus has focused on making people's lives healthier, safer, and more fulfilling. Our products and solutions help to diagnose, prevent, and treat illnesses, further scientific research and keep people safe. Olympus UK & Ireland (UI) is one of the largest, and most profitable regions in EMEA. As both a Legal Manufacturer and Sales Center, we have a passionate and committed workforce of almost 1,000 people developing and advancing our medical technologies, and supporting both public (NHS/HSE) and private healthcare customers across the region.

**Responsibilities**:
This unique role will be fully responsible for the supervision and support of our Customer Satisfaction Management via global survey feedback for the UI region. Developing our business requirements through our European CSM platform. In addition, you will be the first point of contact for inbound Dissatisfactions which you will resolve for the customer within given timescales. You'll be an effective communicator, keeping the customer informed throughout the process.

Key responsibilities
- To effectively handle new and existing commercial complaints and strive for exceptional customer satisfaction
- Liaising with relevant business areas for root causes and assist in implementing corrective actions for both Customer Satisfaction Survey Results and Dissatisfactions
- You will manage and own your own caseload, arranging and organising activities, keeping track of ongoing work, and updating customers as necessary
- To have the confidence and ability to make decisions using large volumes of technical / complex information
- You will manage the resolution of the dissatisfaction through skilled negotiation with a wide range of stakeholders throughout the business
- Presenting customer satisfaction feedback to the senior sales team

Your qualification
- Extensive background with customer complaints
- High attention to detail
- Any understanding of Market Survey software would be beneficial
- Strong negotiation skills - to gain a successful outcome when dealing with other areas of the business, and with the customer themselves
- Confidence in engaging with senior stakeholders
- Excellent working knowledge of Word, Excel, PowerPoint
- Excellent Customer Service - with genuinely outstanding communication skills

Demonstrate the necessary gravitas and credibility to act as a sales representative and brand ambassador for Olympus.
- Highly motivated, proactive and enthusiastic and able to work with minimum supervision and with the ability to meet strict deadlines and work within agreed budgets.

Your competencies
- Patient Focus - We put patients at the heart of everything
- Integrity - We do the right thing
- Innovation - We look for new ways to make things better
- Impact - We take accountability and get things done
- Empathy - We care for one another and work together

Your benefits
- In addition to a competitive salary, you will receive a generous annual leave entitlement
- You will be eligible to receive private medical cover
- Comprehensive company pension scheme
- You will receive an annual health check with BUPA, funded by us
- Employee Assistance Program to support your health, mental and emotional-wellbeing
- At our HQ, we have a subsidised staff restaurant and free parking
- Other benefits include discounted gym and wellness memberships, cashback and discounts with major UK retailers

Further information:
**Job Types**: Full-time, Permanent

**Benefits**:

- Bereavement leave
- Canteen
- Company events
- Company pension
- Cycle to work scheme
- Discounted or free food
- Employee discount
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- Gym membership
- Health & wellbeing programme
- Life insurance
- On-site parking
- Paid volunteer time
- Private medical insurance
- Referral programme
- Shuttle service provided
- Sick pay
- Store discount

Schedule:

- Day shift
- Monday to Friday

Work authorisation:

- United Kingdom (required)

Work Location: In person

Reference ID: KM/LT