Job Description

Job Title: Customer Experience Advisor

Department: Customer Experience – Equipment

Reports To: Customer Experience Team Leader

Location: Cardiff – with hybrid working

Contract: 6 month Fixed Term Contract

Overview:

Joining Henry Schein is a unique opportunity to work within an innovative company, we are the largest distributor of healthcare products and services to office-based practitioners in the combined North American and European Markets.

Customers include dental practices and laboratories, physician practices, as well as government and other institutions.

Due to continued investment and growth, a fantastic opportunity has arisen for a Customer Experience Advisor to join the Henry Schein Team.

Job Responsibilities:

We have a team of experienced passionate customer experience advisors who ensure that every customer receives excellent service at every point of interaction with us; you’ll be a customer champion within the company and for the customers we serve.

Responsibilities will include but not be limited to:

Scheduling internal and field appointments.
Delivering sector leading customer services, working with the wider teams developing a seamless approach.
Technical awareness: ability to match resources to technical issues appropriately.
Dealing directly with basic and recurring customer care swiftly, with a focus on resolving issues first time.
Keeping customers updated on progress of issues and reported faults.
Capturing and understanding technical descriptions of faults.
Provide basic technical support on all queries that come into the Customer Experience Team.
Efficient turnaround on customer request via phone and e-mail
Closing out engineer worksheets and creating Invoices
Planning and booking Contract Servicing
Participate in special projects and perform other duties as required.

Job Skills & Experience Required:

To succeed in this role, you’ll need the following:

Communication
Empathy
Dependability
Patience
Team player
Problem-solving
Adaptability
Ability to multitask
Commercial awareness
Ability to work independently and collaboratively

Person Specification:

We believe the type of person best suited to this role will have a background in delivering end to end inbound and outbound customer service and a track record of exceeding customer expectations, you will know how to harness the tools available to you in order to manage every step of the customer relationship and ensure everyone is satisfied and happy with their service.

We’re looking for organised and personable people with experience in delivering outstanding customer services to business or consumer customers.

Overall, we’re looking for –

Experience delivering high-quality customer service across a range of channels i.e. phone inbound/outbound, email etc.
Outstanding interpersonal skills including verbally and when writing emails.
Someone who’s resilient, loves a challenge and is adept in problem solving.
Someone who is comfortable with tech.

You’ll be working a set shift pattern between 8am – 5:30pm Monday to Friday.

Our benefits include:

A discretionary bonus scheme
25 days holiday a year, with ability to buy up to 5 days holiday each year
Life Insurance
Cycle to Work scheme
Subsidised gym membership
Access to Health & Wellbeing Apps
Employee discounts
A hybrid, flexible working culture

About Henry Schein:

At Henry Schein, our mission is to provide innovative, integrated health care products and services; and to be trusted advisors and consultants to our customers - enabling them to deliver the best quality patient care and enhance their practice management efficiency and profitability.

We know that our Team Schein Members (TSMs) are integral to bringing our mission to life and our success has been built on the commitment of Team Schein, a highly motivated and diverse group of professionals who are dedicated to meeting the needs of our customers. Every TSM shares a singular focus, fostering an environment that allows each of us to achieve our goals.

Henry Schein offers a diverse range of career opportunities, and we firmly believe that by fostering an environment built on ethics, open communications, mutual benefits, creativity, and recognition of the contributions of all TSMs—at all levels—we can help ensure that our best years are yet to come. As such, we are proud to be an equal opportunities employer and our integrated approach to diversity and inclusion ensures success by cultivating our Culture, recruiting, and retaining diverse Talent, supporting our Marketplace, and continuing our commitment to Society.

As a business we are committed to fulfilling our responsibilities as a Corporate Citizen, and we’ve been recognised for nine consecutive years by Ethisphere as one of the World’s Most Ethical Companies.

Next steps?

Please get in touch for a confidential chat, if you don’t consider yourself as ticking all the requirements but you think you’d be a good fit for us, feel free to message for a chat too.

Henry Schein is committed to the principle of equal opportunities in employment in all spheres of its operation. Henry Schein UK Holdings strives to operate a policy of equal opportunity and not discriminate against any person gender, race, colour, nationality, ethnic or national origin, religion, sexual orientation, marital status, disability, age or any other characteristic protected by law.

Customer Experience Advisor

About the role