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Customer Service Advisor

Location
Littlehampton
Recruiter
Fittleworth
Contract
Permanent
Salary
£ 27,007.5 per annum

Job description

As a Customer Service Advisor, you will be the first point of contact for customers, delivering professional, friendly, and efficient service over the phone and via email. You will handle a variety of customer enquiries, resolve issues, and provide solutions that enhance customer satisfaction and loyalty. This role requires resilience, attention to detail, and a proactive approach to ensure an exceptional customer experience. The position is fast-paced and demands strong problem-solving skills, effective communication, and the ability to manage multiple tasks efficiently

Key Responsibilities

  • Manage incoming calls and emails from clients and health care professionals.
  • Process incoming prescriptions and manage electronic prescriptions (EPS) orders.
  • Maintain external communication from clients and healthcare professionals, including Web Orders, My Pen and Caring.
  • Call GP surgeries to request outstanding prescriptions and follow up on orders
  • Register new clients onto our system, and process sample orders
  • Update client records, including cutting templates when needed.
  • Track missing deliveries and arrange returns or collections
  • Handle complaints. Resolve straight forward issues and escalate more complex cases to a Team Leader when necessary
  • Work towards KPIs including quality scores, efficiency, and customer satisfaction, with clear performance expectations set by the business
  • Keep client information confidential and follow all NHS guidelines, laws and company policies
  • Carry out any other tasks asked by your Team Leader/Manager

Skills

  • Ability to engage with customers over the phone in a friendly respectful tone
  • Proven ability to handle customer inquiries with patience and empathy
  • Take initiative, work independently and stay focused without needing supervision
  • Self-driven to do your best and always look for ways to improve
  • Ability to multitask and stay on top of deadlines and focus on what’s important to get the job done efficiently
  • Display resilience whilst working proactively with others, supporting your team, and communicating clearly to complete tasks to a high standard
  • Strong attention to detail, ensuring accuracy when processing orders, prescriptions, and updating client records

Experience

  • You have experience working in a fast paced, high volume customer service role, where delivering excellent service and managing multiple tasks was a key part of your job.
  • Experience handling phone-based customer service is desired but not essential
  • You are comfortable using various computer systems and software, with the ability to learn new tools quickly

What we offer

  • 5% employer pension contribution   
  • Life Insurance cover worth 10x your annual salary (subject to T&C’s of policy)
  • Salary Sacrifice  
  • Private healthcare options including for family members    
  • Access to "fittle-perks"- our reward platform full of discounts and wellbeing tools    
  • 25 days holiday plus bank holidays, with the option to buy and sell extra days   
  • 1 "Me Day" and 1 paid Volunteer Day every year   
  • Support for families, including enhanced family- friendly policies    
  • Employee Assistance Programme for everyday support   
  • Refer a friend scheme if you bring great people into the team    

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