A day in the life of a Customer Care Specialist

Name
Ben Thomas

Job title
Customer Care Specialist

Organisation
HealthTrust Europe (HTE)


How do you start the day?

When the weather is nice, I love to get up earlier than usual and walk into work. It only takes me an hour, and half of the walk is along the canal which is scenic.


What’s the first thing you do when you get to your desk?

Make a strong coffee! Then I log in to the phone queue to make myself available to customers.


Can you briefly discuss a typical day?

The day starts with picking up any enquires that have come into us outside of office hours. There are three of us on the team and customers contact us throughout the day via phone, email or our website. Answering customers promptly is important to us and we aim to answer calls within three rings, respond to initial emails within two hours, and follow up completed web forms the same day.

Away from new customer enquiries, which are our priority, we spend time working with our procurement specialists on current cases where customers might have some very complex enquiries. We are always looking to improve our customers’ journey with HTE and our team has recently developed and issued a customer satisfaction survey. We are now using the results to help us further improve our customer experience.


What is your main everyday work challenge?

One of the things I really enjoy about the role is the variety of queries we get; two calls are rarely the same and I get to speak to some great people. I receive a broad range of queries which could be daunting, but I’ve developed good knowledge of HTE and the solutions we offer. Even if I don’t know the answer to a question I know someone who does, allowing me to relay promptly the information to the customer.


How do you think good customer service impacts an organisation?

Great customer service is the support given both before and after they buy and use products or services, which helps them have an easy and enjoyable experience. Offering fantastic customer service is important if you want to keep customers and grow your business. Customer service is critical to competing effectively. In the past, people chose which companies they did business with based on price, or the product or service offered, but today the overall experience is often key.


What do you think is the most rewarding part of your role and why?

I’m proud that my role supports the delivery of patient care, for example a healthcare provider may urgently need to source medical devices such as hernia repair staplers which are on our surgical stapling and laparoscopic accessories framework. Acting promptly to help an organisation such as a NHS Trust access the equipment to treat patients gives me a lot of job satisfaction.


Finally, can you tell us about a little-known fact about you?

A hobby I took up a couple of years ago is furniture restoration and upcycling. My wife and I moved into a relatively bare home and we needed furniture on a small budget, so I started buying unwanted furniture off eBay and Gumtree and restoring it. You can often find me in an evening or on a weekend working away on a project.



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