Customer Service Advisor

Job Description

Overview

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 straightforward 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, focusing 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 desirable 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 terms and conditions 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