You will be working for SecuriCare (Medical) Limited, a Home Delivery Service for stoma & continence products.
You will be responsible for delivering excellent customer service for SecuriCare Medical Limited to all our patients. You will ensure that you are proactive in your approach to your work and patients. You will manage your own database of patients and will be required to call each of your patients on a regular basis to ensure they have enough supplies and are happy with our service offering. You will be expected to respond to all queries efficiently, effectively and within the department’s service level commitment. You will provide patients with product information so they can make an informed choice on what product is suitable for them. You will also be expected to carry out general administration duties associated with your role on a daily basis.
Ideally you will have a proven track record in customer service environment working with high volume calls. You will have excellent communication skills and a high level of flexibility. You will be a good listener, a strong team player, be able to work to deadlines and have the ability to demonstrate empathy over the phone.
You will behave in a professional manner at all times and you will build professional relationships with customers that will enhance the Company’s quality image.
Main duties and responsibilities:
- Provide a first-class service experience to ensure patients remain on our service
- Complaint management
- Call patients on a regular basis and assist with product information
- Identify patient advocates – products and services
- Work closely with the patients HCP to ensure everyone is kept up to date
- Take an active part in all departmental meetings.
- Action all reports within time scales set
- Cover for other team members if required
- Perform any other tasks reasonably requested by the Company as required
- Work to targets set by your line manager
ESSENTIAL:
- Proven telephone based Customer Service background
- Empathy towards patients with complex medical conditions
- Proven experience of managing high call volumes
- Possess influential and persuasive skill set
- Excellent telephone manner
- Excellent communication, oral and written, skills
- Able to work under pressure
- Able to multitask
- Possess a ‘can do’ attitude
BENEFITS:
- Contributory Pension Scheme
- Medical Cash Back Plan
- Life Assurance
- Onsite free car parking
- Subsidised staff canteen
- Bike to work scheme
- Employee Referral Scheme
- Free yearly flu vaccination
- Discounts on selected products and services
- Employee Assistance Programme – Health and Wellbeing
If you require any assistance or adjustments to be made when either applying for a position or attending interview, please e-mail us hr@clinimed.co.uk and one of our team members will be happy to assist you.