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Customer Service Associate (Field Based)

Eingestellt von Hays Resource Management - Astrazeneca

Gesuchte Skills: Sales, Marketing

Projektbeschreibung

CUSTOMER SERVICE ASSOCIATE (CSA) - FIELD BASED ROLE
Contract Length Maternity cover
Field based role - Birmingham & West Midlands
£100.00 per day (Limited company rate)
Reports to: Customer Service Team Manager
Directorate: Sales & Innovative Channels

PURPOSE:

THE IDEAL CANDIDATE WILL HAVE GOOD SOLID CUSTOMER SERVICE EXPERIENCE AND BE LOCATED WITHIN THE GEOGRAPHICAL PATCH (BIRMINGHAM/WEST MIDLANDS). MUST HAVE A DRIVING LICENSE AND THE ROLE IS A FIELD BASED POSITION. A VEHICLE WILL BE PROVIDED FOR THE DURATION OF THE CONTRACT AND ALL WORK RELATED EXPENSES WILL BE REIMBURSED.

Working as a Customer Services Associate you will be responsible for providing market leading service-based solutions to NHS customers to enhance patient care. To achieve this you will work within a defined geographical territory in which you will be responsible for building and developing AstraZeneca's relationship with GP surgeries. This will mainly focus on the surgery administration staff such as Receptionists and Practice Managers, but where applicable also with GPs and Nurses. Your role will include delivering patient-specific product information, largely in the form of leaflets, as well as demonstrating AZ products, delivering invitations to AZ-run Educational Meetings, and obtaining accurately completed customer feedback questionnaires.

ACCOUNTABILITIES SUMMARY:

- You will be accountable for delivering a quality service and to selected NHS customers (providing approved product and patient literature as appropriate and device demonstration)
- You will be accountable for feeding back customer insights, issues to marketing and the sales teams and referring customers to other channels to meet their specific needs
- You will be accountable for meeting call targets set by your Team Manager
- You will be accountable for the accurate completion of all administrative tasks that fall within the remit of your role, including recording of calls, and material distributed
- Contribution towards the delivery of the annual Profit & Loss, Contribution and Sales targets.
- Manage budget within +/- 3%.

ACCOUNTABILITIES

1 - CUSTOMER SERVICE (80%)

KEY TASKS

- Provide excellent customer service to surgery administration staff such as Receptionists and Practice Managers, but where applicable also with GPs and Nurses, through face to face contact.
- Deliver product and patient material to healthcare professionals and practices. This could also include device demonstration.
- Deliver against a daily call rate with targeted practices/customers
- Resolve customer queries - this could involve liaising with other area's of AZ ie Medical Information and the sales teams
- Identify emerging customers and feedback names and roles as appropriate in the CRM tool

PERFORMANCE INDICATORS/METRICS

- Customer satisfaction surveys/response to materials delivered

2 - ADMINISTRATION (10%)

KEY TASKS

- Ensure all patient material and literature is up to date and appropriate to distribute
- Ensure you have sufficient supplies of leave pieces, promotional material etc
- Keep a daily record of calls and material distributed
- Meet any deadlines with regard to call reporting and return of materials
- Plan your calls appropriately to make the best use of time spent on the road
- Complete all necessary forms eg Medical Information Request Forms

PERFORMANCE INDICATORS/METRICS

- Timely, accurate activity reporting

3 - TEAMWORK (10%)

KEY TASKS

- Communicate with Customer Service Manager and team members to ensure you work effectively together
- Challenge the way we work to ensure we achieve increased effectiveness
- Collaborate with Medical Team, Sales Teams, and ensure you have a good understanding of these areas

PERFORMANCE INDICATORS/METRICS

- Feedback from manager and team members
- Idea's for innovation

QUALIFICATIONS, TRAINING, PROFESSIONAL MEMBERSHIPS OR ACCREDITATIONS

ESSENTIAL:

- Full Driving Licence

DESIRABLE:

- Qualified to A level standard
- ABPI certified

EXPERIENCE & TRACK RECORD

ESSENTIAL:

- Customer Service Experience (eg Retail, Banking, Travel Industry)
- Customer Centric and service orientated mindset
- Ability to work independently with little supervision

DESIRABLE:

- Previous experience in meeting targets/sales (non pharma)

CAPABILITIES PROFILE - SKILLS

ESSENTIAL:

- Excellent Communication Skills
- Superior Organisational skills
- Computer Proficiency (Word, Excel, Outlook)
- Good team player
- Problem Solving Skills
- DESIRABLE:
- Understanding of the NHS

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Projektdetails

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

Hays Resource Management - Astrazeneca