Customer Facing & Order Management Representative

Customer Facing & Order Management Representative

Are you passionate about delivering exceptional customer service that truly makes a difference? At Essity, we’re looking for empathetic and dedicated individuals to join our Health & Medical Customer Service Operations Team. This is more than just a call handler role, it’s an opportunity to support NHS patients and care providers with compassion, efficiency, and care. If you thrive in a fast-paced, people-focused environment and want to be part of a team that lives its values every day, we’d love to hear from you. 

About the Role

We are looking for a Customer Service Call Handler to join our team on a 12-month assignment. In this role,  you’ll be the first point of contact for NHS patients, care homes, internal teams, and our logistics providers. You’ll handle order processing, enquiries, and complaints with professionalism and empathy. This role involves direct interaction with patients and caregivers via the telephone.

The position works on a rotating shift pattern, covering the hours 8.00am – 7pm Monday to Friday, and begins with 8 weeks of in-office training in Dunstable, followed by a hybrid working model (3 days in-office, 2 days from home).

What You Will Do

• Process orders, enquiries, and collections, professionally,  efficiently and kindly, aligned with Essity’s Beliefs & Behaviors.

• Ensure telephone calls are answered to agreed standards whilst offering professional and efficient customer services to all internal and external contacts. 

• Build strong, trust-based relationships with patients and caregivers to support brand loyalty.

• Comply with Caldicott principles and data protection regulations (GDPR, Data Protection Act 2018).

• Collaborate with internal departments and logistics providers to ensure smooth service delivery.

Who You Are

• You ideally will have experience handling customer service enquiries via telephone in a fast-paced environment – although not essential.

• You demonstrate strong verbal communication skills and can adapt your tone to suit different audiences.

• You are confident using Microsoft Outlook, Teams and excel.

• You can manage sensitive information responsibly and in line with data protection regulations.

• You are skilled at multitasking, prioritizing, and following through on customer requests.

• You are comfortable working in a team and proactively seek support or clarification when needed.

What We Can Offer You

Our purpose, Breaking Barriers to Well-being, provides meaning to everything we do. Join us to improve well-being for people and drive positive change for society and the environment. At Essity, you'll feel valued, empowered to grow, and challenged to achieve business results in a collaborative and open atmosphere.

Innovate for Good | Excel Together | Be You with Us

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