Job Title: Specialist Midwife (Maternity Cover from 1st of July until end of September 2024) Clients: Danone Hours: 40 hours per week Operational hours: Monday to Friday 8am till 8pm Main Purpose of Role As a specialist midwife advisor, you will be the subject matter expert within the One Danone Careline, on all topics related to pregnancy, from conception to early days. You will be handling consumer queries from parental and family units via several different channels, i.e. Live/Web chat, inbound calls, emails and letters, and/or outbound follow up calls. Additionally, as a subject matter expert in your field, you will be in charge of providing support and information to the wider operational team, on your specialist topics. You will be working closely with the quality controller-trainer, nutritionist, as well as the Danone stakeholders, to ensure that knowledge-base articles and training materials are up-to-date with the most recent information regarding a wide range of parenting topics, from conception to postnatal topics, as well as the latest available information regarding products and regulations, with the aim to provide the most qualitative consumer experience. As part of your role, you will be able to carry out self-study activities that will permit you to retain your NMC registration. This role will also require you to assist the quality controller with the quality framework and monitoring of consumer interactions in relation to parenthood topics, and to participate in the preparation and delivery of training workshops as and when required. Skill Required ● Ability to communicate effectively and empathically with a wide range of consumers and members of the public ● Excellent written and verbal skills ● Ability to take ownership of each customer journey, anticipating needs and persevering to resolve cases through personalised solutions. ● Demonstrable experience in nutrition related roles, early life nutrition preferable. ● IT skills: ability to use Google suite and Microsoft office, strong typing skills. ● Some degree of experience in preparing informative powerpoint presentations/ google slides preferable. Training will be provided regardless. ● Flexible to work shifts ● Self-motivated and a team player ● To have fun at work Other Requirements ● Current NMC registration / Supervisor of Midwives ● Up to date portfolio of evidence for revalidation with the NMC Who are Konecta UK? We partner with clients to deliver outstanding customer experience. We combine talent, innovation, and industry expertise, supporting our clients in engaging with their customers, building loyalty, and maximising value with a strong commitment to the environment and society. We are an international company that provides customer experience services worldwide. With more than 200 sites in 24 countries on three continents and around 130,000 people speaking more than 30 languages, we adapt to each country, culture, and time zone. Our clients employ us to communicate with their customers in the most effective ways – this can be on the phone, via email, on the web through live chat or any social media channels. Why work for us? ● Konecta UK working culture of fun and sociable team environment ● Pension Scheme ● Eye test vouchers and discounts ● Discounted corporate gym membership with Nuffield ● Campaign specific benefits including discounts, incentives and prizes ● Recommend a friend scheme paid reward of £500 Operational Days and Hours With given notice, Konecta reserves the right to change your working hours. Please note that whilst you will be supporting the Danone contract, whose opening hours are 8am – 8pm Monday to Friday and 10am – 5pm Saturday, your Konecta contracted hours will be 8am - 8pm Monday to Sunday. You may be required to cover evenings and weekends when required by the business. Systems & Training Full training will be given by Konecta and will include supporting on-going training requirements for the duration of the project. You will also receive a full company induction that will include many areas such as Data Protection Act and all other systems and soft skills training. Achievement results and opportunity for Growth The suitable candidate will be welcomed into the team where they will work alongside established, skilled consultants to help ‘raise the bar’ in terms of customer experience. Careline Advisors are required to meet established individual SMART objectives as set. Targets will be confirmed, but will include productivity, Customer satisfaction, data capture accuracy and call quality targets. These will be communicated by the Team Leader (on behalf of the client). Growth and development are encouraged and supported and over time the team member will have the opportunity to progress their role and take on additional duties. This added responsibility being rewarded with a salary increase.