Medical Customer Service Representative

**About Convatec**

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 distribution centres is in 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

**Skills and Experience**:

- High levels of empathy with active listening skills
- Problem solver, able to deal effectively and professionally with end user and healthcare professionals queries
- Ability to work collaboratively with internal and external stakeholders
- High Level of organisational skills and an ability to prioritise workload whilst multitasking
- Excellent verbal, written and face to face communication skills
- Strong Keyboard skills, including advanced knowledge of Word, Excel and note writing
- Ability to work independently and as a team
- Proven track record of working towards KPI’s and targets
- Attention to detail with a high level of accuracy
- Telephony, CRM and prescription system experience

**Benefits**
- Target Incentive
- Private Medical
- Pension Scheme

**Travel Requirements**
- Occasional requirement to travel to any Amcare, ConvaTec or other site as required.

**Language Skills**
- Good verbal and written English
- Excellent communication skills are essential

**Education and Experience**
- Experience in the pharmaceutical Industry is desirable
- Educated to Degree level
- Customer service experience is essential

Our transformation will change your career. For good. You’ll be pushed to think bigger and aim for excellence. Your ideas will be heard, and you’ll be supported to bring them to life. There’ll be challenges. But, stretch yourself and embrace the opportunities, and you could make your biggest impact yet.

This is stepping outside of your comfort zone.

This is work that’ll **move** you.

LI-GM1

LI-Onsite

**Beware of scams online or from individuals claiming to represent Convatec**

**Equal opportunities**

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical