About this role
Your Responsibilities
The following outlines the main duties associated with the role. It is not an exhaustive list, and additional tasks may be required.
Acting as a friendly, knowledgeable and trusted point of contact for consumers and Health Care Professionals (HCPs)Handling inbound calls and enquiries, understanding what each consumer needs and providing clear, helpful supportMaking outbound calls to support consumers with repeat orders and help ensure they have the products they needManaging and responding to enquiries across shared email mailboxes, ensuring queries are handled promptly and appropriatelyRegistering new consumers onto the Unora Home Delivery Service and guiding them through the next steps of their journeyProcessing consumer orders accurately and efficiently, ensuring products are ordered and delivered in line with requirementsMaintaining accurate, complete and compliant consumer records across systemsHandling consumer information responsibly and in line with GDPR and company policiesWorking collaboratively with colleagues across the Contact Centre and wider Unora teams to deliver a consistent, high-quality serviceWorking towards agreed service levels, quality standards and performance measuresUsing internal systems and databases to complete tasks, maintain accurate records and generate reports where requiredFollowing agreed schedules and actively participating in team meetings, huddles, reviews, workshops and trainingLooking for opportunities to improve the consumer experience and simplify processes.
Your Profile
GCSE level literacy and numeracy (or equivalent)Intermediate IT skills, including proficiency in Microsoft OfficeConfidence navigating multiple systems and processes at the same timeHigh attention to detail and accuracyA positive, proactive approach and willingness to take ownershipA genuine passion for helping people and delivering a great consumer experienceExcellent telephone mannerStrong verbal and written communication skillsAbility to prioritise workload effectivelyConfidence navigating multiple systems and processes at the same time
Your Benefits
Company pension scheme to support your long-term financial wellbeingPrivate medical cover, helping you access healthcare when you need it28 days’ annual leave plus bank holidays, supporting a healthy work–life balance