Consumer Care Specialist (m/f/d)

Your Responsibilities

The following outlines the main duties associated with the role. It is not an exhaustive list, and additional tasks may be required.

• Acting as a friendly, knowledgeable and trusted point of contact for consumers and Health Care Professionals (HCPs)
• Handling inbound calls and enquiries, understanding what each consumer needs and providing clear, helpful support
• Making outbound calls to support consumers with repeat orders and help ensure they have the products they need
• Managing and responding to enquiries across shared email mailboxes, ensuring queries are handled promptly and appropriately
• Registering new consumers onto the Unora Home Delivery Service and guiding them through the next steps of their journey
• Processing consumer orders accurately and efficiently, ensuring products are ordered and delivered in line with requirements
• Maintaining accurate, complete and compliant consumer records across systems
• Handling consumer information responsibly and in line with GDPR and company policies
• Working collaboratively with colleagues across the Contact Centre and wider Unora teams to deliver a consistent, high-quality service
• Working towards agreed service levels, quality standards and performance measures
• Using internal systems and databases to complete tasks, maintain accurate records and generate reports where required
• Following agreed schedules and actively participating in team meetings, huddles, reviews, workshops and training
• Looking for opportunities to improve the consumer experience and simplify processes.

Your Profile

• GCSE level literacy and numeracy (or equivalent)
• Intermediate IT skills, including proficiency in Microsoft Office
• Confidence navigating multiple systems and processes at the same time
• High attention to detail and accuracy
• A positive, proactive approach and willingness to take ownership
• A genuine passion for helping people and delivering a great consumer experience
• Excellent telephone manner
• Strong verbal and written communication skills
• Ability to prioritise workload effectively
• Confidence navigating multiple systems and processes at the same time

Your Benefits

• Company pension scheme to support your long-term financial wellbeing
• Private medical cover, helping you access healthcare when you need it
• 28 days' annual leave plus bank holidays, supporting a healthy work-life balance