Role Summary
The Customer Service Advisor will be responsible for providing a high level of customer service to clients and healthcare professionals in the day-to-day management of customer service daily workflow.
Key responsibilities
- Manage inbound and outbound calls and e-mails for clients and healthcare professionals
- Sort and process incoming prescriptions and the management of EPS to create and complete client orders
- Maintain external communication from clients and healthcare professionals for example, Web Orders, My Pen and Caring
- Place outbound calls to surgeries for outstanding prescriptions, and chase prescriptions for outstanding orders
- Register new clients to Fittleworth
- Process sample orders
- Update client cutting templates as needed
- Track missing parcels as needed, and manage returns / collections
- Log complaints as received, and request support of the Team Leader to manage complex queries
- Offer support and advice to fellow team members
- Work towards objectives to achieve set department KPI’s an personal development objective
- Maintain client confidentiality, and ensure that all services are provided in accordance with current legislation / NHS guidelines and Company process and policy
- Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients
- Actively promote Fittleworth to internal and external customers demonstrating the Values at all times
- Advocate and adhere to all Health and Safety policies and lead by example
- Adhering to all company policies and procedures and demonstrating positive behaviors
- Any other reasonable duties as requested by your supervisor, the Department Manger or Director or the Company Director Team in their absence
Skills and Experience
- Excellent customer service skills
- Excellent telephone manner
- Self-motivated with the determination to succeed
- The ability to multi-task in a high-volume environment
- Proactively collaborate with others
- Organised and good at managing priorities
- Previous experience of working in a high-volume customer experience environment.
- Previous telephone experience desirable
- Computer literate with a working knowledge of MS Word, Excel, PowerPoint, and Outlook.
About Us
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe the immutable principles of our business.
What we Offer
- Life Insurance Cover x10 Annual Salary (subject to T&C of scheme)
- Competitive full pension scheme of 8.5% employer contribution
- Employee cost of private healthcare covered with option to add family members
- A comprehensive, embedded Employee Assistance Programme
- Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre!
- 25 days annual leave, bank holidays
- 1 Me Day, 1 Volunteer day per annum
- Enhanced support on family friendly policy
