Customer Facing & Order Management Specialist

Are you passionate about delivering exceptional Customer Service to a wide range of individuals and organisations! From NHS Trusts, NHS Patients, Care Giving Relatives and Care Homes as well as our Logistics providers and internal departments?

Are you empathic, kind and have a natural willingness’ to help?

Our mission is to expertly handle the needs of our NHS customers and their patients ensuring a stress-free, seamless experience for all enquiries, issues, and expressions of dissatisfaction.

Join us in our journey of providing first-class customer support and making a positive difference in people's lives.

Interested?

Essity has an exciting opportunity to join our Customer Facing Team within our Health & Medical organisation as a Customer Facing Specialist.

During the first 8-10 weeks whilst training the role will be based in our Dunstable office, thereafter the role is hybrid (2 days at home and 3 days in our offices in Dunstable), some UK travel will be required.

Your day-to-day tasks will vary enormously, all underpinned by our Beliefs and Behaviours and will include.

• Proactively provide internal and external NHS customers with product availability information, order processing, and delivery status in liaison with logistics providers and relevant internal departments.

• Proactively provide system reports informing internal and external customers with information and or measurements and managing complex reporting as required by the customer.

• Ensure a full and total understanding of the NHS customers’ needs requirements.

• Support customers external and internal in use of our bespoke CRM system; ensuring customers understand the functionality, by providing training at customer premises, or virtually.

• Analyse and understand the Root Cause of reoccurring issues, recommending, and implementing changes to ways of working to ensure a closed loop solution.

• Ensure all Standard Operation Procedures are always up to date to ensure effective coverage for absences & allow seamless service.

• Build strong relationships with all customers promoting our ‘First point of Contact’ policy, to ensure a loyal customer base.

• Take a lead role in NHS customer Quarterly Business Review meetings.

• To undertake essential administrative tasks to ensure all activities are completed and closed in accordance with department procedures.

• Communicate effectively and keep internal and external customers fully informed.

• Independently manage complex or escalated queries without Managers support.

• Provide expertise guidance and support to colleagues.

In addition, you will participate in relevant project groups and gather, analyse, and process datasets, to identify continuous improvements to our service.

You will be able to make calculations, using pivot tables to accurately compile report findings and make key recommendations to strengthen our operation with new ideas and knowledge. 

Confidentiality

• Understand and comply with Caldicott principles regarding Patient Identifiable Information and associated procedures.

• Manage all patient and customer’s details accurately and in accordance with Data Protection Act 2018.

• Minimum 3+ years’ experience in a front-line Customer Service and/or Internal account Manager role.

• English & Maths – GCSE or Equivalent.

• It is essential you are a confident and a as a minimum an intermediate user of Excel and Microsoft Packages (Word, PowerPoint, Outlook, MS Teams).

• Well organised, able to prioritise workloads and be comfortable with interruptions in your workday, focussing on new tasks according to changing needs. 

• Have a key focus on delivering high levels of customer service and delivering on your commitments. 

• Excellent communication skills, both written and verbal with the ability to adapt to your audience.

• Demonstrate empathy, kindness, understanding, and patience is essential.

• Emotionally controlled with self-awareness.

• Have a natural ability to form relationships with people and the capability to network effectively for help and guidance when needed. 

• Not fearful of problems no matter how complicated or involved.

• Energised by and will go the extra mile to reach the root of any problem.

• Team player who is committed and flexible.

• SAP is desirable.

Our purpose, Breaking Barriers to Well-being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere.

Innovate for Good | Excel Together | Be You with Us

#LI-SA2