Customer Service Advisor

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£22,000 per annum
Full Time - 37.5 hours per week - Monday to Friday: 08:45am-17:15pm
4 October 2023

The Customer Service Advisor will report to the Customer Service Team Leader and be part of the Customer Service Team and 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 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

Qualities you will possess:

  • 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



  • 25 days annual leave + statutory Bank Holidays
  • 1 day’s paid leave for volunteering each year
  • Annual pay review
  • Auto-enrolment into the company pension scheme at the current rate of 2% employee contribution and 6% employer contribution. Option to enrol into the enhanced scheme following successful completion of 6 month probation at 3% employee contribution, 8.5% employer contribution
  • Option to join the Company’s private medical scheme following successful completion of 6 month probation
  • Life insurance for 10 x salary from commencement
  • 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

All of the above are subject to eligibility in line with further scheme details

Sorry this job advert has expired. Please view all current vacancies here

Apply here