Customer Care Sales Representative - Cardiff, United Kingdom - Eakin Healthcare Group

Eakin Healthcare Group

Verified Company

Cardiff, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

ABOUT THE ROLE

The role of the Customer Care Representative is to maximise sales by building strong relationships with customers and potential customers, who have requested samples of our products.

Our customers are typically NHS patients who have a colostomy, ileostomy or urostomy. These NHS patients use stoma pouches and other stoma-related products to help them manage their condition.

Pelican Healthcare manufactures stoma pouches in its state-of-the-art factory in Cardiff.

NHS patients regularly request samples of our products and the role of the Customer Care Representative is to contact the patient by telephone to discuss the reason for the sample request.

Through questioning, the Customer Care Representative will establish whether the requested sample is appropriate for the individual patient and, where required, will seek clinical advice from our Nursing Team to assist.

Once the appropriate sample product has been identified and sent to the patient, the Customer Care Representative will make further outbound telephone calls to build on the relationship, to establish whether the patient will continue to use the product and to identify opportunities to match other products and services to the patient's needs.

The Customer Care Representative will also be expected to discuss the benefits of the patient having their monthly NHS prescriptions dispensed through Respond Healthcare.

Respond Healthcare is our Dispensing Appliance Contractor, offering an award-winning and specialised NHS Prescription Home Delivery Service, with its service specifically designed for the care of patients with a stoma.

The role will be predominantly telephone based and will be targeted on sales.

There will also be a requirement to gather patient feedback on product samples, to inform our Research and Development Team.

KEY ACTIVITIES

Patient Advocate

If appropriate and when necessary, act as the patient's advocate, promoting patient choice and positive patient outcomes in discussing change of products with the Stoma Care Nurse, G.P. Surgery or Prescription Dispenser

Planning

Diary management to ensure follow up calls are prioritised and carried as promised to the customer.

Results

This role is a resultdriven position, against targets. Success is measured in relation to product sales and new patients using the Respond prescription dispensing service. Additionally, the valuable product feedback is reported into R&D to support product development.

Product Promotion

To ensure that all samples are followed up and data / information in regard to continued use is recorded. To establish opportunities to crosssell Ostomy products. To supply additional samples if necessary.

Sales Growth

Follow up potential leads by proactively making outbound telephone calls in order to increase the sales of Pelican and Respond products. To increase the number of new patients using the Respond Prescription Dispensing Service.

Product Intelligence

To gather product intelligence, both positive and negative, and report into R&D for future product improvements or developments.

Product Advocates

To record positive patient outcomes and grow the 'family' of Pelican & Respond product patient advocates.

Other

To adhere to the company's GDPR, Clinical Governance and Confidentiality policies and procedures.
To adhere to the company's Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible
To be responsible for your own health and safety and that of your colleagues, in accordance with the company's' Health and Safety policy
To adhere to the company's Quality policy and Environmental policy

KEY SKILLS

Essential

Educated to Alevel standard or equivalent
Direct sales, or salesthroughservice experience, with a passion for exceeding targets
Ability to demonstrate excellent written, spoken and listening communication skills.
A warm, friendly and polite telephone manner.
Easily builds rapport, demonstrates empathy and builds relationships.
Experience of using own initiative to exceed targets
Ability to demonstrate excellent organisational skills and diary management
Attention to detail and accuracy in recording data
Microsoft packages, such as Word and Excel.
Ability to work autonomously

KEY WORKING RELATIONSHIPS

Internal

Respond and Pelican Sales Team
Respond Nurse Team, Respond and UK Ostomy Customer Services Team
Marketing Team
Support and liaise to ensure smooth transition of patients from samples to follow up calls and conversion to Respond Prescription Dispensing Service. Gain and feedback marketing intelligence.

External