Consumer Care Specialist (m/f/d)

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 support Making outbound calls to support consumers with repeat orders and help ensure they have the products they need Managing and responding to enquiries across shared email mailboxes, ensuring queries are handled promptly and appropriately Registering new consumers onto the Unora Home Delivery Service and guiding them through the next steps of their journey Processing consumer orders accurately and efficiently, ensuring products are ordered and delivered in line with requirements Maintaining accurate, complete and compliant consumer records across systems Handling consumer information responsibly and in line with GDPR and company policies Working collaboratively with colleagues across the Contact Centre and wider Unora teams to deliver a consistent, high-quality service Working towards agreed service levels, quality standards and performance measures Using internal systems and databases to complete tasks, maintain accurate records and generate reports where required Following agreed schedules and actively participating in team meetings, huddles, reviews, workshops and training Looking 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 Office Confidence navigating multiple systems and processes at the same time High attention to detail and accuracy A positive, proactive approach and willingness to take ownership A genuine passion for helping people and delivering a great consumer experience Excellent telephone manner Strong verbal and written communication skills Ability to prioritise workload effectively Confidence navigating multiple systems and processes at the same time Your Benefits Company pension scheme to support your long-term financial wellbeing Private medical cover, helping you access healthcare when you need it 28 days' annual leave plus bank holidays, supporting a healthy work-life balance