Customer Care Representative

Atos Medical is a the global market-leader in voice and pulmonary rehabilitation for people living with a neck stoma. We design, manufacture and provide a comprehensive portfolio of laryngectomy and tracheostomy products and devices to leading institutions, health care professionals and patients.

We are passionate about making life easier for people living with a neck stoma, by providing personalised care and innovative solutions.

Within the Atos Medical UK business, our Customer Care team delivers our direct-to-consumer sales channel. We operate a primarily outbound customer service model, servicing our database of ~5,000 patients through a monthly service call.  

Role Summary

You will be responsible for managing your own territory to ensure you deliver against your KPIs and revenue targets via outstanding customer service.  The role will be based at our Head Office in Nottingham where you will be required to build strong relationships and have frequent interaction with colleagues across all departments, including our field based teams. Although we currently have a hybrid policy in place meaning staff can split their time between the office and working from home.

You will have a background in customer service and a track record of delivering on customer satisfaction and revenue targets. You will have the ability to multi-task and and organise your workload and be confident in using and learning multiple systems at once. It would be highly desirable if you have experience of working in a medical or pharmaceutical environment and with sensitive information.

Key Responsibilities

• Building strong and lasting relationships with patients in order to drive sales and increase customer service levels
• Communicating with patients via telephone, email and text.
• Increasing revenue for your territory through effective territory planning
• Working collaboratively with other members of the customer care team and other teams cross fucntionally eg field teams.
• Maintaining best in class levels of customer service, continually going above and beyond to serve our patients.
• Always looking to develop own skills and knowledge of Laryngectomy/Tracheostomy and the associated products.
• Maintaining and ensuring high levels of ethics and integrity in our service delivery
• Building trust and strong collaborative relationships with all departments including the field teams
• Contribute to Territory Planning meetings with Territory Sales Manager, Nursing and Clinical Education teams
• Uphold and continuously role-model Atos values and desired behaviours

Skills and experience

• Excellent communication and interpersonal skills
• Confidence and ability to work cross functionally with other teams in the business
• Highly organised and efficient
• Empathetic and emotionally resilient
• Experience of working in a contact centre is desirable but not essential
• Proven track record of delivering excellent customer service and satisfaction
• Excellent understanding of IT systems/packages including CRM and confident in using multiple systems at once. Knowledge of Salesforce is desirable but not essential.
• High level of attention to detail and able to adhere to strict processes and procedures
• Experience of working in a medical/pharmaceutical environment would be an advantage but not essential
• Able to effectively follow up and maintain momentum on actions and initiatives
• An understanding of sales data, KPIs and revenue targets
• Target driven, proactive and resilient, with a desire to drive success of the team & business
• Positive and can-do attitude; solution-focused
• Flexible and adaptable

What we can offer you

• Company Pension scheme
• Performance related bonus scheme (monthly)
• 25 days annual leave, plus statutory bank holidays with the option to purchase more days
• Life Assurance (1x annual salary)
• Medicash Scheme
• Retail discount schemes
• Hybrid working

Founded in 1986, Atos Medical is the global leader in laryngectomy care as well as a leading developer and manufacturer of tracheostomy products. We are passionate about making life easier for people living with a neck stoma, and we achieve this by providing personalized care and innovative solutions through our brands Provox®, Provox Life™ and Tracoe.

We know that great customer experience involves more than first-rate product development, which is why clinical research and education of both professionals and patients are integral parts of our business. 

Our roots are Swedish but today we are a global organization made up of about 1400 dedicated employees and our products are distributed to more than 90 countries. As we continue to grow, we remain committed to our purpose of improving the lives of people living with a neck stoma.

Since 2021, Atos Medical is the Voice and Respiratory Care division of Coloplast A/S

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