Job Description

Customer Facing Specialist

Are you passionate about delivering exceptional customer service to a wide range of individuals and organizations -- from NHS Trusts and patients to care homes and internal teams?


Join our team at Essity as a

Customer Facing Specialist

, where you'll play a vital role in ensuring a seamless, stress-free experience for our customers.


Essity is dedicated to improving well-being through leading hygiene and health solutions, and as

Customer Facing Specialist

, you'll be the primary point of contact for our NHS customers, Sales & Marketing teams, and internal departments, providing expert support and proactive service.


If you're empathetic, solutions-focused, and thrive in a fast-paced environment, we'd love to hear from you.

What You Will Do

Serve as the main contact for the NHS and internal customers, managing queries, orders, and complaints with empathy and efficiency. Provide product availability, order processing, and delivery updates in collaboration with logistics and internal teams. Support and train customers on our bespoke CRM system, both virtually and on-site. Analyse root causes of recurring issues and implement process improvements. Maintain up-to-date Standard Operating Procedures to ensure seamless service coverage. Attend NHS customer Quarterly Business Review meetings. Manage complex or escalated queries independently and provide expert guidance to colleagues. Participate in project groups, analyse datasets, and use Excel (pivot tables, formulas) to generate reports and recommendations. Ensure compliance with Caldicott principles and the Data Protection Act 2018.

Who You Are

3+ years experience in front-line customer service or internal account management. GCSE or equivalent in English & Maths. Confident user of Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams); SAP experience is desirable. Strong communication, time management, and problem-solving skills. Empathetic, emotionally aware, and resilient under pressure. A natural relationship builder and team player with a continuous improvement mindset.

What We Can Offer You

A collaborative and inclusive culture. Empowering and engaged leadership. Opportunities for learning, growth, and career development. A role with purpose and sustainable impact. Competitive total rewards including bonus, 10% employer pension contribution, and 27 days holiday + bank holidays.

Interested?

Join us in making a positive difference in people's lives through first-class customer support. Apply now and become part of a team that's improving well-being every day.


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Application End Date:

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10 jul. 2025

Job Requisition ID:

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Essity254775