Secure Start Customer Service Advisor

Location: Winnersh
Department: Secure Start & Customer Service

Summary:

The Secure Start & Customer Service Team aim to deliver world class customer service support to internal and external customers whilst promoting the products and services of Hollister and Dansac.

The Secure Start & Customer Services Advisor - Secure Start is responsible for facilitating and building ongoing relationships with consumers through the Secure Start Pathway. The Secure Start & Customer Service Advisor will work in a regional capacity, supporting consumers through proactive outbound phone and email activity, as well as inbound calls relating to care and support with our products. This position is a blended role between our Secure Start and Customer Service functionalities to educate consumers on all Hollister and Dansac products for ostomy and continence care whilst supporting them through the Secure Start Pathway. The role will also involve building relationships with the acute and community nurses referring patients into the Pathway.

Responsibilities:

• Set up all Secure Start patients and any new patients for sample purposes in a timely manner
• Manage and process sample requests and ensure proactive follow-up where required
• Make outbound Secure Start calls in accordance with the pathway, logging all patient interactions in Salesforce – updating the appropriate product/delivery company information after each interaction
• Answer inbound calls or emails and ensure all interactions, inbound and outbound, are categorized appropriately to facilitate robust analysis of Patient outcomes
• Follow Pathways Intervention Protocols for escalation when required
• Promote Hollister and Dansac products and the skin health message to patients ensuring that they are aware of the entire portfolio and promoting their features and benefits
• Use clinical guides and tools, where appropriate, to support end users for better solutions for their needs upgrading end users from legacy Hollister and Dansac products to the most technologically beneficial/new products within the portfolio
• Educate patients on product features and benefits where relevant
• Promote Fittleworth Home Delivery Service, with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to the SBU
• Develop key relationships with Territory Managers and Nurses and support with literature and sample requests to patients and hospitals
• Log end user concerns regarding product range and follow-up as per policies and procedures
• Ensure compliance with Data Protection requirements (GDPR) at all times maintaining the database and obtaining written/verbal consent for permission to contact
• Follow CQC guidelines to protect all data held that refers to private and confidential patient details
• Ensure that your stoma and product knowledge is kept up to date to ensure that relevant and accurate advice is given to resolve patient issues where appropriate
• Cross train between the Samples and Trade functions within the department to provide flexibility and strength across the entire team utilizing both SFDC and SAP systems
• Any other duties as management may require

Essential Functions of the Role:

• Able to access the Winnersh office on a daily basis
• Strong communication and telephony skills with flexibility to adapt style on an individual basis

Work Experience Requirements:

• 2 years’ experience in a Customer Service environment (desirable)

Education Requirements:

• Education to A-Level (desirable)

Specialised Skills/Technical Knowledge:

• Work to deadlines on a daily basis
• Multi-Tasking capability
• Ability to manage a large workload under pressures
• Use initiative and prioritise activities
• Build key internal and external relationships
• Proficient use in Microsoft Office & Experience with CRM systems (SFDC & SAP is preferable)
• Enthusiastic and reliable team player

What We Offer:

• The anticipated base salary range for this position is £23,000 - £26,000, depending on experience or other legitimate business factors
• This position is also eligible to participate in the Hollister discretionary Bonus Scheme
• Performance-related Annual Salary Review
• Group Personal Pension Scheme with 8.5% employer contribution
• Private Healthcare Insurance covering you / and your family members
• Life Insurance Cover at x10 base salary
• Group Income Protection Scheme
• 25 days annual leave + Bank Holidays (pro-rated for part-time Associates), with the option to buy/sell annual leave
• Comprehensive Employee Assistance Programme
• Enhanced Family Friendly policies