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Client Service Representative

Location: Basingstoke
Company: ConvaTec
Hours: Full time
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At ConvaTec, our vision is to develop pioneering trusted medical solutions to improve the lives we touch. We are a global medical technology business focused on serving people and care givers in the areas of advanced wound care, ostomy care, continence and critical care and infusion care. We devise, develop and manufacture innovative products and services that support people with deeply personal and challenging medical conditions, helping to improve care for them and giving them greater confidence, freedom and mobility.

We are guided by our five core values, that shape the way we work, every day: Improve Care, Deliver Results, Grow Together, Own It and Do What’s Right. We are a global Group, with over 9,900 employees and in 2020, our Group generated revenues of over $1.894 billion. To learn more about ConvaTec, please visit www.convatecgroup.com.

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 custome rs and each other.


About the role:

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.

Key Duties and Responsibilities

  • Support customers by phone, electronically and face to face.

  • Process customer orders received via inbound and outbound telephone, email and post.

  • 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

Principal Contacts

  • Internal – Care Centre Manager, Care Centre Team Leader, CIC Team Leader, Commercial Operations, me+ team, Associate Warehouse Manager, Warehouse Distribution Team, Amcare Group Care Centre Teams, Ostomy Field Sales Team, Amcare Group Nursing team, IM.

  • External – End Users of Ostomy Products, Stoma Care nurses, GP’s, Medical practice’s staff, Competitor DAC Care Centre’s.


About you:

  • High personal accountability

  • High degree of integrity

  • Courage to drive through change in a professional manner

  • Hands on approach

  • Passion to “make a difference” to the lives of the people we touch

  • Excellent customer focus

  • Ability to network at all levels

  • Problem solver

  • High Level of organisational skills

  • Analytical and decision making skills

  • Excellent communication and networking

  • Articulate with advanced interpersonal skills

  • Numerate with good verbal and written communication skills

  • Demonstrates good listening skills

  • Attention to detail and high level of accuracy

  • Knowledge of Word, Excel and report writing

  • Extensive customer service experience

  • Experience of recognizing sales opportunities

  • Ability to work independently and as a team

  • Proven track record of working towards KPI’s and targets

  • Be able to deal effectively and professionally with all Customer Complaints

  • Has a good understanding of the Ostomy market, including all stoma types and can suggest appropriate products for each condition.

  • Has thorough understanding of Convatec Products and services.

  • Be ISO9001:2008 compliant

Travel Requirements

This role requires occasional travel for meetings


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 or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.


Notice to Agency and Search Firm Representatives: ConvaTec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any ConvaTec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of ConvaTec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.


If you are an active employee at ConvaTec, please do not apply here. Go to the Career Worklet on your Workday home page and View "ConvaTec Internal Career Site - Find Jobs". Thank you!
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