Convatec
Senior Customer Service Representative - Stirling
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Job Description: Senior Customer Services Representative
Amcare by Convatec provides dedicated customer support services to the stoma, continence, and wound care community. With a 30-year reputation for delivering high-quality homecare services, Amcare by Convatec operates Care Centres in Basingstoke, Cheltenham, Dartford, Lincoln, Nottingham, Runcorn, South Shields, and Stirling, supported by a national distribution centre in Sunderland.
About the Role
The Senior Customer Services Representative is responsible for delivering exceptional customer experience by responding promptly and professionally to customer enquiries, complaints, and order requests. The role ensures customer needs are met efficiently while maintaining high standards of service, accuracy, and compliance. In addition to supporting customers, the Senior Customer Services Representative plays a key role in driving business growth through the execution of referral opportunities, promotion of retention initiatives, and strengthening long-term customer relationships.
As a senior member of the team, the role provides day-to-day operational support to the Customer Service Manager, assisting with customer escalations, coaching colleagues, supporting continuous improvement initiatives, and contributing to departmental projects that enhance both service delivery and business performance.
Key Responsibilities
- Acts as a senior point of contact for customer enquiries and escalations.
- Delivers exceptional customer service across multiple channels.
- Processes customer orders and requests accurately and efficiently.
- Processes digital and paper prescriptions accurately, ensuring timely order fulfilment and compliance with company procedures.
- Supports customer retention and business growth initiatives.
- With support from Customer Service Manager, coaches and mentors colleagues to improve performance.
- Promotes adherence to quality, compliance, and SOP requirements.
- Supports analysis of operational data.
- Implements agreed continuous improvement opportunities.
- Supports managers with operational delivery, projects, and escalations.
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Skills & Experience
- Minimum 2/3 years experience in a customer service, customer care, or contact centre environment.
- Experience handling customer complaints, escalations, and complex enquiries.
- Experience using CRM systems and maintaining accurate customer records.
- Excellent verbal and written communication skills.
- Demonstrated ability to handle complex customer enquiries and escalations.
- Strong empathy and active listening skills.
- Effective problem-solving and decision-making capabilities.
- Experience coaching, mentoring, or supporting colleagues.
- Analytical skills with the ability to interpret operational data.
- Advanced knowledge of CRM systems and Microsoft Office applications.
- Understanding of quality standards, GDPR, and regulatory compliance.
- Highly organised, resilient, and able to manage competing priorities in a fast-paced environment.
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.
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.
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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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