Customer Relation & Support Executive

Job content

Philips is the global leader in the Sleep and Respiratory markets and we are passionate about providing solutions that lead to healthier patients, healthier practices, and healthier businesses. For over 40 years, we’vespecialisedin sleep and respiratory solutions that empower patients to take control of their therapy, giving them the freedom to live a fulfilling life by restoring their ability to sleep and breathe naturally.

This is an office-based role in our brand new UKI head office in Farnborough.

This Team are an extension of the support that the NHS and Private providers offer their patients with Sleep Disorders. The Patient Relations & Support Team is on hand to give advice, answer questions and provide support to patients on their journey to compliance and better sleep outcomes. We support customers and patients by supplying masks and therapy devices, taking care of administrative tasks, gathering patient data and dealing with patient enquiries.

As Customer (Patient) Relation & Support Executive within the team, you have theopportunity to be focused on supporting patients on the Sleep Support Service with accurate, relevant and timely advice for their query. The role will include supporting the patient throughout their diagnostic and therapy journey. Full and in-depth training on the therapy products and sleep disorders will be provided. You will be expected to maintain a polite, courteous and professional manner whilst dealing with enquiries and processing orders within a fast-paced team.The hours for this role are 37.5hrs week within a service that operates 8am to 8pm Monday to Friday.

You are responsible for:

• Ensuring that all (primarily telephone) enquiries from both patient and customers are handled correctly; providing the customer with the most appropriate advice for the query in a timely manner.
• Logging of customer complaints received according to company procedure.
• Maintaining full, up to date knowledge of all products and the disorders they are used to treat, participating in and seeking additional training as required.
• Ensuring all notes and updates are applied in a timely manner to the patient information systems on a daily basis.
• Ensuring service-related operational and administrative tasks have been completed in a timely fashion.
• Maintaining a polite, courteous and professional manner at all times.
• Collaborating on continuous improvement opportunities within service provision
• Other duties as may be required from time to time, ensuring the efficient running of the business functions and department.
  
  

You will be reporting to the Team Manager.

To succeed in this role, you should have the following skills and experience:

Essential Skillset Requirements/Qualifications:

• Candidates should have a good standard of education with numeracy and literacy
• 2 years’ experience in a Customer Service role or in an office telephone sales environment
• Experience of working with Lean/ in a Lean environment (preferable)
• Experience working with SAP (preferable)
  
  

Technical:

• Computer literate with good typing skills
• Competent with Outlook and Microsoft Word / Excel
• Aptitude for technical information
  
  

Behavioural:

• Good communication skills with ability to easily build rapport
• Ability to use the telephone with ease in a Customer Service environment, maintaining a calm and empathetic demeanour
• Good planning and organizational skills
• Good spelling and grammar
• Attention to detail with good problem solving and analytical skills
• Team player
  
  

In return, we offer you

• A base salary £23,000 + annual incentive
• Access to a wide variety of Company benefits, including matched pension contributions, and the option to purchase additional holiday
• 25 days holiday allowance from the beginning, plus bank holidays
• Learning and Development opportunities through our Philips University
• Family-friendly policies which offer enhanced maternity and paternity schemes
• The Philips Employee Shop which allows employees to buy Philips products at discounted prices
• Monthly activities that promote health and well-being
• Social Events - a dedicated Sports & Social committee promoting a host of social events throughout the year
• An Employee Assistance Program is available for all Philips employees and their families. As well as being a confidential support line, it also offers practical financial and life management advice 24 /7 and is completely confidential
  
  

We also believe that we are at our best as a company when you are at yours as a person. Thus, we offer competitive health benefits, a flexible work schedule and access to local well-being focused activities. Furthermore, Philips University is available to all employees for learning and development opportunities.

Why should you join Philips?

Working at Philips is more than a job. It’s a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways.

To find out more about what it’s like working for Philips at a personal level, visit the Working at Philips page on our career website. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

Equal opportunities

Philips are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.

Should you require any reasonable adjustments to enable your participation in the interview process, please advise us of this upon application.

Please apply on-line – Good Luck!