Inbound Customer Service Specialist

Initial 3 Month Contract


This is an opportunity for you to join a business managing all direct 1to1 consumer leads / patient interactions towards engagement, conversion, personalized and effortless consumer experience, retention, loyalty and referral, and will also ensure efficiency in the concierge lead and patient contact centres in the UK.


  • Deliver outstanding consumer / patient / customer contact experience within the concierge lead and contact centre
  • Manage the appointment scheduling and Smile assessment lead conversion funnels - deliver the following activities: info request management, appointment scheduling with patients and with doctors, outbound conversion and satisfaction calls, technical support for app users, and all other consumer / patient leads and contacts
  • Manage contact services and according scenarios, and the available contact channel per contact type (App, phone, chat, WhatsApp, messenger, e-mail, text, etc.)
  • Manage the consumer complaint process and reporting
  • Deliver answers to FAQs, in line with the legal and clinical requirements for medical devices
  • Meet the daily targets, SLAs and KPIs per concierge contact and lead channel, support to report the concierge contact centre performance
  • Have and maintain a good appreciation for data privacy laws and applying them
  • Input further process and system improvements
  • Support the UK consumer marketing teams in effective campaign execution

About You

  • Minimum 2 years of contact centre / consumer service / lead management experience
  • Experience in contact centre platforms (telephone, chat, text, social media private message)
  • Background from a highly regulated complex environment (preferably medical) is an advantage
  • Salesforce knowledge
  • Advanced Microsoft Office skills, especially Excel
  • Fluency in (UK) English
  • Hands-on team player attitude combined with agility, E2E ownership
If you are interested in the above role then please apply or get in touch to discuss further.
Oliver Allen Managed by Oliver Allen
West Midlands
apply Posted - 09.10.2020

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Consult will endeavour to contact candidates within 14 days of application. However, if you do not hear back after 2 weeks then please assume on this occasion, unfortunately, you have not been successful.