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Job description

Location:
Peterborough, GB

Job Family: Consumer
Country/Region: United Kingdom

This is a crucial role reporting directly into the Customer Relations Manager, to provide World Class service to all our customers, and support our ambition to grow our market share to 40%.

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.

This role would be ideal for candidates that have experience of working in Business Support Services, Customer Care or at The COG.

The role

Working within a small but well-formed team, you will work to resolve product and courier queries/complaints in real time. You will have the customers needs at the forefront of your decisions and will act promptly and efficiently to resolve matters.

We are looking for someone with a can-do attitude, someone that has real tenacity whilst working with urgency.

Responsibilities include:
Manage complaints escalated to Customer Relations
Complete full investigation and analysis into background of complaints
Ensure all customer complaints resolved and recovered to a satisfactory conclusion
Maintain SLA’s in the handling of complaints
Identify trends and escalate to Operations Excellence Manager and any other appropriate stakeholder
Identify root cause of complaints to enable continuous improvement activity
Work with stakeholders across business for efficient resolution and ongoing root cause elimination
“Go To” person for queries involving Coloplast Charter delivery service provider and Product Defect queries
Assist management of delivery service provider dashboard to help resolve delivery issues and ensure successful delivery, preventing complaints.
Assist Customer Relations Lead maintain an effective relationship with delivery service provider
Excellent communication skills
Excellent knowledge of Coloplast products, processes and policies;
Comprehensive knowledge of Coloplast’s systems such as Seibel, E1 and the Cutting database

Personal Characteristics, skills and experience required:
Positive outlook - forward looking, with passion and energy
Innovative and solution focussed
Confident decision maker
Sets high standards for self and others
Empathetic and constructive with an excellent telephone and email manner
Remains calm and confident under pressure
Great attention to detail and a high level of accuracy

Need more information

For more information please email [email protected]

Deadline

Please submit your application as soon as possible as interviews will take place shortly.

Pursuing an ambitious growth agenda, Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. Employing about 14.000 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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