Consumer Voice Advisor - Healthcare Service - 6 Month FTC

Job Description:

Danoners are steering us to a more sustainable future, helping to make the world healthier. As a certified B-Corp, we have our Danone Impact Journey to 2026. This will only be possible with each and every one of our leaders. Do you want to be one of them? For more information on our Danone Impact Journey click HERE.

Role Purpose:
To log and respond to feedback and complaints concerning Nutricia products from Healthcare Professionals, Patients and Carers by telephone, email and letter in line with agreed KPIs. Report customer feedback trends to the business and drive improvements with out products and services

Please note, this is a 6 month fixed term contract.

Key Activities:
* Provide an excellent customer experience by offering reassurance, information on products and services and responding to complaints in an empathetic, enthusiastic and friendly manner.
* Prioritising Skills - Being able to prioritise your workload ensure all KPIs are consistently achieved and being able to react to any urgent quality challenges.
* Manage all escalations & initiate investigations: Respond quickly to highly emotive highly complex complaints to mitigate potential crisis activity. E.g. Patient safety incidents, data incidents, food safety issues.
* Handling and sending of complaint samples for return to factories for investigation.
* Ensure all patient / customer contact records are accurate and up to date.
* Respond to all contacts in line with agreed KPIs (internal & external NHS contracts).
* Trend monitoring: Contribute data, feedback, trends and analysis to monthly summary report to develop improvement products and services working together with all areas of the business.
* Continuous improvement: identifying opportunities with ways of working to drive efficiencies with ways of working, data collection and customer service.

We would like you to demonstrate your following key skills:
* Attention to detail
* Communication skills
* Problem-solving abilities
* Collaboration
* Organisational skills
* Ability to break down complex data sets and identify patterns, trends, and insights

Salary Bracket: £26,700-£29,500 + bonus & benefits" descriptionHeader="
Danoners are steering us to a more sustainable future, helping to make the world healthier. As a certified B-Corp, we have our Danone Impact Journey to 2026. This will only be possible with each and every one of our leaders. Do you want to be one of them? For more information on our Danone Impact Journey click HERE.

Role Purpose:
To log and respond to feedback and complaints concerning Nutricia products from Healthcare Professionals, Patients and Carers by telephone, email and letter in line with agreed KPIs. Report customer feedback trends to the business and drive improvements with out products and services

Please note, this is a 6 month fixed term contract.

Key Activities:
* Provide an excellent customer experience by offering reassurance, information on products and services and responding to complaints in an empathetic, enthusiastic and friendly manner.
* Prioritising Skills – Being able to prioritise your workload ensure all KPIs are consistently achieved and being able to react to any urgent quality challenges.
* Manage all escalations & initiate investigations: Respond quickly to highly emotive highly complex complaints to mitigate potential crisis activity. E.g. Patient safety incidents, data incidents, food safety issues.
* Handling and sending of complaint samples for return to factories for investigation.
* Ensure all patient / customer contact records are accurate and up to date.
* Respond to all contacts in line with agreed KPIs (internal & external NHS contracts).
* Trend monitoring: Contribute data, feedback, trends and analysis to monthly summary report to develop improvement products and services working together with all areas of the business.
* Continuous improvement: identifying opportunities with ways of working to drive efficiencies with ways of working, data collection and customer service. " workFromHome="Hybrid