Senior Customer Care Specialist

Medichecks launched the UKs first direct-to-consumer blood testing company in the UK and created a market where there was none. As well as the continued growth of our B2C business we now see considerable opportunity to grow in the B2B and B2B2C space through our technology platform, Plasma.

The Senior Customer Care Specialist takes care of Medichecks potential, new and existing customers, managing queries about the products and service, and resolving any issues the customer may have. In addition to this, the Senior Customer Care Specialist supports the customer care team.

• Being a role model for customer care colleagues for how we take care of customers at Medichecks.
• Supporting Customer Care Management by being a point of contact for customer care colleagues who need support and guidance with customer contacts.
• Providing training and mentoring support for customer care colleagues.
• Acting as a supervisor in the management team’s absence or as requested.
• Completing ad hoc tasks when requested.

Roles and Responsibilities

• Communicate effectively, clearly, and passionately across multiple channels, flexing your style; emails, phones, online chat and social media – with a focus on getting it right the first time.
• Sales and retention, through service – identifying and meeting customers’ needs.
• Case handling –taking ownership for difficult cases, problem solving to resolve, and escalating where appropriate.
• Excellent knowledge of our products, systems, process, and website and proactive in continued learning.
• Compliance with all regulations and internal process, including data handling and safeguarding.
• Target focused for team and personal goals – in line with our business vision.
• Administration tasks completed, and accurate records created.
• Demonstrating Medichecks values.