Location
Littlehampton, West Sussex | United Kingdom
Job description
Purpose of the Role:
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.
The Customer Service Advisor will report to the Customer Service Team Leader and be part of the Customer Service Team.
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 in order to achieve set department KPI’s an personal development objectives
- 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 behaviours
- Any other reasonable duties as requested by your supervisor, the Department Manger or Director or the Company Director Team in their absence
Skills:
- 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
- Positive energy
- Clear and concise communicator with effective questioning skills and active listening skills
- Team player
- The ability to communicate to customers across a variety of platforms
- Passion and desire for providing exceptional customer service and going the “extra mile”
- Show compassion and empathy
- Operate in an ethical manner
Requirements: - Previous experience of working in high-volume customer experience environment.
- Previous telephone experience desirable
- Computer literate with a working knowledge of MS Word, Excel, PowerPoint, and Outlook.
What we offer you:
- A purpose driven culture of people driven to making a difference in people’s lives!
- Life cover from commencement at x10 your annual salary
- Day 1 an auto-enrolment pension scheme offering 2% employee contribution / 6% Company contribution
- Full pension scheme offering 3% employee contribution and a Company contribution of 8.5%
- Private Healthcare with the option to add family members at an additional cost
- Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks including; discounts across major retailers and access to an online Wellbeing Centre!
- Ride to work scheme offering savings of up to 42% on the cost of a new bike and accessories
- An Employee Assistance Programme offering a broad range of services including; GP consultation, Second Medical Opinion, Mental Health Support, Life event counselling, Get fit programme and many more
- 25 days annual leave + statutory bank holidays
- 1 day’s paid leave for volunteering each year
- 1 “Me Day” per year
All of the above are subject to eligibility in line with further scheme details
Job tags
Salary
£22k per annum
