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