Customer Service Advisor

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. 

• 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

Benefits: 

• 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