Secure Start Advisor

We Make Life More Rewarding and Dignified 

Location: ​Winnersh​
Department: ​Patient Transition Services

Summary:

The Secure Start Team aim to deliver world class customer service support to internal and external customers whilst promoting the products and services of Hollister and Dansac.

The Customer Services Advisor - Secure Start is responsible for facilitating and building ongoing relationships with consumers through the Secure Start Pathway. The Secure Start Advisor will work in a regional capacity, supporting consumers through proactive outbound phone and email activity.  This position will educate consumers on all Hollister and Dansac products for ostomy and continence care whilst supporting them through the Secure Start Pathway. The role will also involve building relationships with the acute and community nurses referring patients into the Pathway.

Responsibilities:

• Register and set up all Secure Start patients in an accurate and timely manner
• Manage and process sample requests for Secure Start patients
• Ensure proactive follow-up for patients who are experiencing issues or concerns; providing support and advice in conjunction with the Clinical Team
• Make outbound Secure Start calls in accordance with the pathway, logging all patient interactions in Salesforce; updating the appropriate product/delivery company information after each interaction
• Educate patients on product features and benefits where relevant as well as offering better solutions for their needs
• Promote Hollister and Dansac products and upgrade end users from legacy Hollister and Dansac products to most technologically beneficial/new products within portfolio
• Promote Fittleworth Home Delivery Service, with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to Fittleworth
• Develop key relationships with acute and community nurses to ensure effective communication, visiting key hospitals where appropriate and presenting a summary of the Pathway outcomes and patient feedback as needed
• Log end-user concerns regarding product range and follow-up
• Ensure compliance with Data Protection requirements (GDPR) at all times maintaining the database and obtaining written/verbal consent for permission to contact
• Support the Secure Start Manager where appropriate with the promotion of the Secure Start Pathway to new hospitals
• Support Sales and Marketing Teams at external events
• Any other duties as management may require

Essential Functions of the Role**:

• Able to access the Winnersh office on a daily basis
• Strong communication and telephony skills with flexibility to adapt style on an individual basis

Work Experience Requirements:

• 2 years’ experience in a customer service environment
• Sales support experience desirable

Education Requirements:

• Education to A-Level is desirable

Specialised Skills/Technical Knowledge:

• Work to deadlines on a daily basis
• Excellent communication skills
• Excellent listening skills
• Multi-tasking capabilities
• Ability to manage a large workload under pressures
• Use initiative and prioritise activities
• Build key internal and external relationships
• Proficient use in Microsoft Office & Experience with CRM systems
• Enthusiastic and reliable team player

Local Specifications (English and Local Language):

• Fluent in English – Written and Verbal

What We Offer:

• The anticipated base salary range for this position is £23,000 - £25,000, depending on experience or other legitimate business factors
• This position is also eligible to participate in the Hollister discretionary Corporate Bonus Scheme
• Performance-related Annual Salary Review
• Group Personal Pension Scheme with 8.5% employer contribution
• Private Healthcare Insurance covering you / and your family members
• Life Insurance Cover at x10 base salary
• Group Income Protection Scheme
• 25 days annual leave + Bank Holidays (pro-rated for part time Associates), with the option to buy/sell annual leave
• Comprehensive Employee Assistance Programme
• Enhanced Family Friendly policies
• Internal recognition scheme

EOE Statement
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

​Job Req ID: 34739