Customer Facing and Order Management Specialist

BSN Medical; Dunstable; Hybrid; GBP 30,000 - GBP 40,000; Full time

Job summary

A leading health company is seeking a Customer Facing & Order Management Specialist in Dunstable. In this hybrid position, you will enhance the experience for NHS customers through effective communication and problem-solving. Ideal candidates will have over 3 years of customer service experience and be proficient in Excel. The role involves reporting, training customers on systems, and participating in continuous improvement projects. Join us to make a positive difference in well-being and provide exceptional service.

Benefits

Flexible work hours

Opportunity for growth

Collaborative workplace

Qualifications

• Minimum 3+ years’ experience in a front-line Customer Service and/or Internal account Manager role.
• Confident and intermediate user of Excel and Microsoft Packages (Word, PowerPoint, Outlook, MS Teams).
• Well organized, able to prioritize workloads.

Responsibilities

• Provide NHS customers with product availability information.
• Support customers in the use of the bespoke CRM system.
• Analyse and recommend improvements for customer issues.

Skills

Customer service experience

Excel proficiency

Communication skills

Problem-solving

Education

GCSE in English & Maths or Equivalent

Tools

SAP

Job description

## **Customer Facing & Order Management Specialist**Our mission is to expertly handle the needs of our NHS customers and their patients ensuring a stress-free, seamless experience for all enquiries, issues, and expressions of dissatisfaction.Join us in our journey of providing first-class customer support and making a positive difference in people's lives.## **About the Role**Essity has an exciting opportunity to join our Customer Facing Team within our Health & Medical organisation as a **Customer Facing Specialist.**During the first 8-10 weeks whilst training the role will be based in our Dunstable office, thereafter the role is hybrid (2 days at home and 3 days in our offices in Dunstable), some UK travel will be required.## **What You Will Do**Your day-to-day tasks will vary enormously, all underpinned by our Beliefs and Behaviours and will include.* Proactively provide internal and external NHS customers with product availability information, order processing, and delivery status in liaison with logistics providers and relevant internal departments.* Proactively provide system reports informing internal and external customers with information and or measurements and managing complex reporting as required by the customer.* Ensure a full and total understanding of the NHS customers’ needs requirements.* Support customers external and internal in use of our bespoke CRM system; ensuring customers understand the functionality, by providing training at customer premises, or virtually.* Analyse and understand the Root Cause of reoccurring issues, recommending, and implementing changes to ways of working to ensure a closed loop solution.* Ensure all Standard Operation Procedures are always up to date to ensure effective coverage for absences & allow seamless service.* Build strong relationships with all customers promoting our ‘First point of Contact’ policy, to ensure a loyal customer base.* Take a lead role in NHS customer Quarterly Business Review meetings.* To undertake essential administrative tasks to ensure all activities are completed and closed in accordance with department procedures.* Communicate effectively and keep internal and external customers fully informed.* Independently manage complex or escalated queries without Managers support.* Provide expertise guidance and support to colleagues.In addition, you will participate in relevant project groups and gather, analyse, and process datasets, to identify continuous improvements to our service.You will be able to make calculations, using pivot tables to accurately compile report findings and make key recommendations to strengthen our operation with new ideas and knowledge. Confidentiality* Understand and comply with Caldicott principles regarding Patient Identifiable Information and associated procedures.* Manage all patient and customer’s details accurately and in accordance with Data Protection Act 2018.## **Who You Are*** Minimum 3+ years’ experience in a front-line Customer Service and/or Internal account Manager role.* English & Maths – GCSE or Equivalent.* It is essential you are a confident and a as a minimum an intermediate user of Excel and Microsoft Packages (Word, PowerPoint, Outlook, MS Teams).* Well organised, able to prioritise workloads and be comfortable with interruptions in your workday, focussing on new tasks according to changing needs.* Have a key focus on delivering high levels of customer service and delivering on your commitments.* Excellent communication skills, both written and verbal with the ability to adapt to your audience.* Demonstrate empathy, kindness, understanding, and patience is essential.* Emotionally controlled with self-awareness.* Have a natural ability to form relationships with people and the capability to network effectively for help and guidance when needed.* Not fearful of problems no matter how complicated or involved.* Energised by and will go the extra mile to reach the root of any problem.* Team player who is committed and flexible.* SAP is desirable.## **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#LI-SA2## ## Application End Date:19 fev. 2026## ## Job Requisition ID:Essity269498Essity is a leading global hygiene and health company. Our expertise began with the acquisition of the Swedish company Mölnlycke in 1975, through which our roots stretch back to 1849. Today, our sustainable innovations from globally trusted brands, designed for everybody and every body, care for the well-being of 1 billion people in 150 countries every day.Working at Essity is not just a career but a chance to make the world healthier, safer, and more hygienic. We innovate for good to break barriers and contribute to shaping a healthier future. At Essity, we have a people-first approach where every career is as unique as the individual. We empower employees to excel together and reach their full potential through a winning culture driven by a powerful purpose. Our performance-orientated environment motivates employees to think differently and embrace challenges so we can continue improving lives, every day through better hygiene and health. We provide a sustainable work-life based on flexibility for both employees and employers. We are committed to Diversity, Equity, and Inclusion in everything we do. It is the key to our success in creating an inclusive, collaborative, and caring company culture where you can be you with us. Our purpose of Breaking Barriers to Well-being, enables customers and consumers to lead fuller lives at all stages of life.Our leading global brands include TENA and Tork, and other strong brands such as Actimove, Cutimed, JOBST, Knix, Leukoplast, Libero, Libresse, Lotus, Modibodi, Nosotras, Saba, Tempo, TOM Organic and Zewa are sold in 150 countries. I In 2024, Essity had net sales of approximately SEK 146bn (EUR 13bn) and employed 36,000 people. We are headquartered in Stockholm, Sweden and Essity is listed on Nasdaq Stockholm. If you want to join a company where dedication to people is powered by innovation, welcome to Essity!