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Customer Relations Manager

Location: 

Peterborough, GB

Job Family:  Consumer
Country/Region:  United Kingdom
 

Customer Relations Manager

 

Exciting times for Coloplast …

This is a brand-new strategic leadership role reporting into the Operational Excellence Manager within the Commercial Operations team. A great opportunity to grow your career and make improvements within a busy customer focussed team.  We have an exciting new opportunity within the team to work with our consumers and stakeholders to resolve complaints in a timely and efficient manner, identifying root causes to eliminate reoccurring issues.

 

About Coloplast
Coloplast enables people with Chronic Conditions to live life to the full through it’s products and services. Working closely with the people who use our products, we create solutions that are sensitive to their individual needs. We call this intimate healthcare. Our business includes Ostomy Care, Continence Care, Wound & Skin Care and Interventional Urology. We operate globally, and our organisation is about 12,000 people strong.

 

Our culture

There is purpose to what we do. Most of us want to work for a company that makes a difference. Well, at Coloplast you can. We are ambitious, and we work together to achieve the best results. We work hard to make Coloplast a Great Place to Work. No matter where you work you will be in an environment that has a genuine family feel.

 

The Customer Relations Manager role…

Within this role you will manage a team that support the day-to-day service interactions with our final mile delivery company. Your aim will be to direct and motivate the team to resolve customer delivery issues.

 

Typical responsibilities will include:

  • Monitor and manage the performance of our final mile delivery company, utilising the performance dashboards to resolve deliveries in real time and driving continuous improvement
  • Manage & develop the complaints database ensuring accurate & timely reporting, route cause analysis and ensuring customer issues are resolved to the customers satisfaction
  • Manage & evolve the use of our customer satisfaction application – Qualtrics, ensuring that we are maximising its capabilities to gain customer feedback on our service, and develop its use other forms of customer communication
  • Build and maintain harmonious relationships with all external and internal customers, supporting the Coloplast management team and role modelling behaviour to all colleagues
  • Identify improvement areas and actively encourage an environment of continuous improvement
  • Carry out PDP’s/121s and coaching in line with company standards.  Deal with any people concerns as and when they arise
  • Support the feedback and complaints requirements of our Clinical division to help maintain highest standards of clinical compliance and support CQC accreditation
  • Represent Commercial Operations on any project tasks as agreed with the Manager
  • Ensure that confidential data about the customer is not disclosed to third parties as per the relevant local laws, and that the legal requirements of the Prescription Pricing Authority and department of Health are met
  • Continually monitor the quality of calls within the team and offer coaching on a one-to-one basis to improve Customer Relations Specialist competencies.
  • Work strategically to grow and develop the department in line with the Annual Business Plan and vision of the Vice President
  • Analyse data to identify trends and offer solutions

 

Education and Experience:

  • Experience of working in a Customer Relations Management role
  • 5 GCSEs at grade C or above (or equivalent)
  • Strong Analytical Skills
  • Contact Centre experience - desirable
  • Excellent verbal, written and numerical skills
  • Highly computer literate, e.g. Excel, PowerPoint, MS Project

 

Need more information

For more information please visit our website at www.coloplast.co.uk/curious

 

Deadline

Please submit your application as soon as possible as we are looking to hold interviews as soon as possible.

 

Coloplast Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

 

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 12.000 people and with products available in more than 143 countries, we are one of the world´s leading medical device companies. We are constantly growing our business and always looking for new ways to move forward – we explore, learn and look for new ways of doing things.

 

Coloplast is committed to being an inclusive organization, where people bring their differences to work each day, fulfil their potential and have a strong sense of belonging because – and not despite – of their differences. We therefore encourage all qualified candidates to apply regardless of gender, age, race, nationality, ethnicity, sexual orientation, religious belief or physical ability.

 

Visit us on Coloplast.com.

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