Contract Type: Permanent Full Time
Closing Date: 14 October 2022
ABOUT THE ROLE
The role of the Customer Care Representative is to maximise sales by building strong relationships with customers, and potential customers, who have requested samples of our Group products.
Our customers are typically NHS patients who have a colostomy, ileostomy or urostomy. These NHS patients use stoma pouches and other stoma-related products to help them manage their condition.
Pelican Healthcare manufactures stoma pouches in its state-of-the-art factory in Cardiff. NHS patients regularly request samples of our products and the role of the Customer Care Representative is to contact the patient by telephone to discuss the reason for the sample request. Through questioning, the Customer Care Representative will establish whether the requested sample is appropriate for the individual patient and, where required, will seek clinical advice from our Nursing Team to assist.
Once the appropriate sample product has been identified and sent to the patient, the Customer Care Representative will make further outbound telephone calls to build on the relationship, to establish whether the patient will continue to use the product and to identify opportunities to match other products and services to the patient’s needs.
The Customer Care Representative will also be expected to discuss the benefits of the patient having their monthly NHS prescriptions dispensed through Respond Healthcare. Respond Healthcare is our Group Dispensing Appliance Contractor, offering an award-winning and specialised NHS Prescription Home Delivery Service, with its service specifically designed for the care of patients with a stoma.
The role will be predominantly telephone based and will be targeted on sales. There will also be a requirement to gather patient feedback on product samples, to inform our Research and Development Team.
Group Product Advocates
KEY WORKING RELATIONSHIPS
Problem solving – Generates and promotes solutions. Sees clearly which is the best way forward. Able to make decisions and commitments within appropriate time frame.
Resilience – Can work under pressure, remains calm, thinks clearly and manages emotion under pressure. Addresses issues without being aggressive or controlling and can easily bounce back from setbacks. Is open to feedback and doesn’t dwell on past events.
Team Working – Enjoys participating in group activities and likes to work in close proximity with other people. Is ready to collaborate with and support others and is willing to co-operate and compromise for the overall good.
Oral Communication – Talks readily and confidently to people, expressing themselves with obvious ease. Speak out and makes themselves heard, often playing a leading and influential role in debate and discussion.
Interpersonal / Influencing – Deals with other in a convincing way that leads to gaining agreement without relying on hierarchy and shows sensitivity to working relationships. Doesn’t give up easily in the face of opinions that differ from their own. Influences others to reach conclusions and gain agreements.
Following Directions – Is motivated to accept and comply with standards and instructions and has a strong conscience about delivering what is promised or expected. Doesn’t like letting people down and works productively in cooperation with, and support of others.
Information Gathering – Enjoys dealing with and refers to factual data. Likes to be well informed and drills down into details. Prefers to access wide range of information and opinion before making decisions and when solving problems.
Quality Orientation – Is precise, pays attention to details, checks things and ties up ‘loose ends’. Has a strong conscience about getting things right and seeks to ensure that decisions and solutions do not involve undue risk, adheres to policy and standards.