Customer Care Representative

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 more than 10,000 colleagues, we provide our 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 and protection of at-risk skin to improved patient outcomes and reduced care costs. Convatec’s revenues in 2024 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE: CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com 

Our search for better is changing the lives of our patients. It’s changing the careers of our people too – creating new challenges and opportunities all the time. We're looking for a motivated and passionate individual to join our team as a Customer Care Representative, to have real impact and bring Forever Caring to life.  

About Role:

In this role, you'll play a key part in Customer Care Team, working alongside a dynamic team that values innovation, collaboration, and continuous growth. 

Your key responsibilities will include: 

• Manage inbound calls, emails and web forms from clinicians, patients and Convatec staff and assist with product information, usage queries and sampling of products. 

• Conduct outbound follow up calls with patients as a part the me+ patient care continuum model to provide support to patients. 

• Coordination of discharge kits and product samples in collaboration with the Stomal Therapy Nurses, Medical Sales Specialists and 3PL.  

• Follow CIC (Customer Interaction Centre CRM) guidelines on case and fulfilment creation. 

• Accurately maintain CIC database with relevant and useable end user clinical and patient data. 

• Provide support to the sales and marketing teams when required. 

• Adhere to company policies and guidelines. 

• Work towards achieving set KPIs and objectives for your role. 

About You:

To be successful you will: 

• Previous experience and success in outbound sales and / or customer service  

• A degree in nursing or medical is preferred 

• Ability to communicate clearly and build strong professional relationships (holds a strong internal and external customer focus)  

• Demonstrates self-drive and initiative  

• Ability to adapt to a busy and constantly evolving environment and prioritise based on customer needs and team workload  

• Strong drive to follow issues through to completion  

• Strong focus on continuous improvement  

• High attention to detail  

• Demonstrates a mature and calm demeanour, which is maintained when under pressure  

• Good judgement and problem-solving skills  

• Experience with CRM Systems / Databases is an advantage though not essential  

• Intermediate MS Ofice skills (Excel, Word, PowerPoint & Outlook)  

• Desire for continual learning in our product range, our competitors' products and keeping abreast of current standards of care in the marketplace  

• Develops trust through ethical and consistent behaviour  

• Supports team members to achieve shared objectives by encouraging collaboration, candor and open sharing of information and expertise 

At Convatec we believe in taking care of our people, because they’re the heart of everything we do. As part of our team, you’ll enjoy a range of benefits designed to support your wellbeing, growth, and success.  

These include  

• Flexible working arrangements,  

• Ongoing learning and development opportunities 

• Competitive remuneration 

• Access to health and wellbeing programs 

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.