Convatec
Customer Service Representative - Dartford (FTC)
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Job Description: Customer Service Representative
Amcare by convatec, a subsidiary of Convatec, is a dedicated provider of customer support services to the stoma, continence, and wound care community. With a 30-year reputation based on the delivery of the highest quality homecare services, our care centers are located in Cheltenham, Basingstoke, Dartford, Lincoln, Nottingham, Runcorn, South Shields, and Stirling. Our national distribution center is in Sunderland.
Role Overview
The Customer Service Representative is a crucial role providing outstanding Customer Care while supporting all Amcare by Convatec Customers. Key responsibilities include:
- Delivering prompt responses to customer queries.
- Ensuring efficient processing of customer orders.
- Maximizing all new business opportunities through referral leads.
- Growing business value by retaining existing customers.
Key Responsibilities
- Support customers by phone, electronically, and face to face.
- Process customer orders received via inbound and outbound telephone, email, and post.
- Respond promptly to customer and colleague enquiries.
- Maintain complete and accurate records of all customer interactions in the company CRM system.
- Maximize all referral opportunities and ensure leads are passed to the relevant referral specialist.
- Drive long-term business relationships and strengthen retention via customer registration to the me+™ program.
- Drive performance through self-motivation and prioritize workload to ensure that the service standards of the business are maintained hand in hand with the achievement of personal targets.
- Display sensitivity to the customer’s needs, including the need for confidentiality and discretion in written and spoken communication.
- Follow and understand the need for established procedures within the department but also question and continuously look for ways they can be improved.
- Develop relationships with customers through empathy and diplomacy.
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Skills & Experience
- At least 1-2 years of significant practical experience in a customer services role.
- High levels of empathy with active listening skills.
- Problem solver, able to deal effectively and professionally with end-user and healthcare professionals' queries.
- Ability to work collaboratively with internal and external stakeholders.
- High level of organizational skills and an ability to prioritize workload while multitasking.
- Excellent verbal, written, and face-to-face communication skills.
- Strong keyboard skills, including advanced knowledge of Word, Excel, and note writing.
- Ability to work independently and as a team.
- Proven track record of working towards KPIs and targets.
- Attention to detail with a high level of accuracy.
- Telephony, CRM, and prescription system experience.
Working Conditions
- Normal working hours are Monday – Friday from 9am to 5pm, with occasional rotation of Saturdays 9am – 1pm.
- Our lines are open from 8am to 8pm, hence there might be occasionally the need to cover outside of normal working hours.
- Job Type: Full-Time, Fixed-Term (12 Months)
Ready to Join Us?
At Convatec, we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life.
#LI-GM1 #LI-Onsite
Beware of Scams
Beware of scams online or from individuals claiming to represent Convatec. A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address. If you receive a suspicious approach over social media, text message, email, or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.
Equal Opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics, or any other basis prohibited by law.
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Notice to Agency and Search Firm Representatives
Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.
Already a Convatec Employee?
If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!
About Convatec
Pioneering trusted medical solutions to improve the lives we touch:
Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin, and ulcerated tissue to supporting debilitating conditions, improved patient outcomes, and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more, please visit: http://www.convatecgroup.com.
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