Welcome to Unora! Headquartered in Berlin with a branch in the United Kingdom, we bring together decades of experience in ostomy care. Building on the strengths of ForLife and Oakmed, our team has been developing products for many years that offer comfort, provide security, and support healthy skin.

We are passionate about the development, manufacture, and distribution of ostomy, incontinence, and wound care products, as well as supportive products for enteral nutrition. Our products are already in use in over 30 countries worldwide.

What sets us apart are the people behind our products and solutions. We create opportunities for people who want to make a difference. We encourage personal responsibility and professional growth, and we place great value on an open and respectful corporate culture.

If you want to not only be part of the change but also actively shape it, you’ve come to the right place.

To support our team, we are looking for a Consumer Care Specialist (m/f/d) to start as soon as possible.

Your Responsibilities

• Acting as a friendly, knowledgeable and trusted point of contact for consumers and Health Care Professionals (HCPs)

• Handling inbound calls and enquiries, understanding what each consumer needs and providing clear, helpful support

• Making outbound calls to support consumers with repeat orders and help ensure they have the products they need

• Managing and responding to enquiries across shared email mailboxes, ensuring queries are handled promptly and appropriately

• Registering new consumers onto the Unora Home Delivery Service and guiding them through the next steps of their journey

• Processing consumer orders accurately and efficiently, ensuring products are ordered and delivered in line with requirements

• Maintaining accurate, complete and compliant consumer records across systems

• Handling consumer information responsibly and in line with GDPR and company policies

• Working collaboratively with colleagues across the Contact Centre and wider Unora teams to deliver a consistent, high-quality service

• Working towards agreed service levels, quality standards and performance measures

• Using internal systems and databases to complete tasks, maintain accurate records and generate reports where required

• Following agreed schedules and actively participating in team meetings, huddles, reviews, workshops and training

• Looking for opportunities to improve the consumer experience and simplify processes.

Your Profile

• GCSE level literacy and numeracy (or equivalent)

• Intermediate IT skills, including proficiency in Microsoft Office

• Confidence navigating multiple systems and processes at the same time

• High attention to detail and accuracy

• A positive, proactive approach and willingness to take ownership

• A genuine passion for helping people and delivering a great consumer experience

• Excellent telephone manner

• Strong verbal and written communication skills

• Ability to prioritise workload effectively

• Confidence navigating multiple systems and processes at the same time

Your Benefits

• Company pension scheme to support your long-term financial wellbeing

• Private medical cover, helping you access healthcare when you need it

• 28 days’ annual leave plus bank holidays, supporting a healthy work–life balance