Customer Service Representative

We are recruiting a Customer Service Representative based in Cardiff on a full time, permanent basis

**Client Details**

The organisation is a fast growth manufacturing organisation with multiple sites across the UK and Europe.

Salary on offer is £22,000 plus 5% bonus.

Free on site parking is offered.

There are excellent opportunities for development and progression available.

**Description**

The role:
ABOUT THE ROLE

As a Customer Care Representative, for the whole of the UK business, you will build strong and trusted relationships with patients throughout the U.K.

You will be contacting potential product & service users by telephone and following up all communications through appropriate channels. Driving increased sales in Pelican and Respond Stoma Care products and increasing the number of patients using Respondas their prescription dispenser.

As a Customer Care Representative for the UK Ostomy group, you will promote group products and services, making Pelican and Respond the companies for choice for patient support and prescription dispensing.

The role will be predominantly telephone based and will include:
Advice and support relating to stoma care which may include personal and intimate aspects of stoma care and related lifestyle choices.

Following up on patient sample requests and by exploring and understanding the patients' needs offering a group product as a first-choice solution.

To gain commitment from the patient of continued use of group products and support changes to their prescription through their prescriber.

Gathering customer feedback as part of the UK business collection of post-market research.

KEY ACTIVITIES

Stage 1
Upon receipt of a trial request, you will contact the patient primarily by telephone, prior to trial samples being despatched, to introduce them to the group. You will use this opportunity to understand the patients' needs, including pouch customisation, andissues that the patient is looking to solve to ensure the product meets the patient's requirements and the trial is successful. You will also explore current prescription products, including accessories to look for opportunities for other group products. Atthis initial stage you will 'warm' the patient to further contact.

Stage 2
To follow up on trials by the preferred method of contact to gather feedback on the trial.

Stage 3
Continued, agreed and regular contact with patients, building relationships with an aim to ensure the patient commits to using group product. To support the patient through the change of prescription requirements with the prescriber. Promoting the Respond HomeDelivery Service as the choice of dispensing.

Group Product Promotion
At Stage 1 identify products being regularly prescribed, including accessories and support garments. During Stage 2 and Stage 3 conversations introduce other group products to the patient, as an alternative to current prescription products. Arrange for trialsamples to be provided, if necessary.
Accessory Sample Trial Request
Upon receipt of the accessory sample request contact the patient to discuss the need for the accessory, usage, and alternatives, to ensure the best patient outcome. As an example, leaking pouches, any need a pouch template review or Cohesive Seal.
Respond Dispensing Service Promotion
During Stage 2 and Stage 3 introduce and promote Respond as a first-choice prescription dispenser for all the patient's prescription requirements. Using the high level of service, patient testimonials, customer satisfaction surveys and relationship with PelicanHealthcare to further enhance the service levels and speed of delivery.
Patient Advocate
If appropriate and when necessary, act as the patient's advocate, promoting patient choice and positive patient outcomes in discussing change of products with the Stoma Care Nurse, G.P. Surgery or Prescription Dispenser.
Planning
Diary management to ensure follow up calls are prioritised and carried as promised to the customer.
Results
This role is a result-driven position, against targets. Success is measured in relation to Group product sales and new patients using the Respond prescription dispensing service. Additionally, the valuable product feedback is reported into R&D to support productdevelopment.
Product Promotion
- To ensure that all samples are followed up and data / information in regard to continued use is recorded. To establish opportunities to cross-sell Group products. To supply additional samples if necessary.

**Profile**

*Will be an effective communicator

*Motivated to go the extra mile for the customer

*IT literate

**Job Offer**

Customer Service Representative.

Cardiff.