Contact Centre Advisor

MWI Buying Group; Leigh; Hybrid; GBP 21,000 - 27,000; Full time

Job summary

Cencora is seeking a customer-focused support professional to help customers and resolve queries in a fast-paced contact centre. You will handle multiple channels, process orders accurately, and escalate issues when needed.

You will maintain records, adhere to data protection standards, and continuously improve product and process knowledge while meeting quality and service targets. The role emphasizes teamwork and professional, calm problem solving.

Qualifications

• Experience in a contact centre or customer service role.
• Excellent verbal and written communication skills.
• Ability to handle inquiries through multiple channels (phone, email, chat).
• Strong attention to detail and accurate record keeping.

Responsibilities

• Deliver excellent customer service and ensure a positive customer experience across all interactions.
• Handle inbound and outbound contacts professionally and in line with procedures.
• Process customer orders, requests and inquiries accurately.
• Resolve queries within agreed timelines and provide progress updates.
• Escalate complex issues to the Contact Centre Team Leader as needed.
• Manage complaints calmly and professionally.
• Maintain accurate records of customer interactions in company systems.
• Ensure GDPR and data protection compliance in all tasks.
• Develop product/process knowledge to provide high-quality support.
• Meet productivity, quality and service level targets while staying detail-oriented.
• Collaborate with colleagues and support team goals.

Skills

Customer service

Communication

Multi-channel support

Record keeping

Problem solving

Time management

Attention to detail

Data entry

Teamwork

Working under pressure

Microsoft Office

Tools

Microsoft Office

Job description

What We Are Looking For

We are looking for a customer-focused, proactive, and detail-oriented professional who enjoys helping customers and resolving queries efficiently. The ideal candidate has excellent communication skills, a positive attitude, and the ability to work effectively in a fast-paced Contact Centre environment while consistently delivering a high standard of service.

Responsibilities

• Deliver excellent customer service and ensure a positive customer experience across all customer interactions
• Handle inbound and outbound customer contacts professionally, efficiently, and in line with company procedures
• Accurately process customer orders, requests, and inquiries according to local operating procedures
• Resolve customer queries within agreed timelines and provide regular updates on progress when required
• Escalate complex issues, complaints, or situations requiring special attention to the Contact Centre Team Leader
• Manage customer complaints in a calm, professional, and solution-oriented manner
• Maintain accurate records of all customer interactions and activities within company systems
• Ensure compliance with data protection, confidentiality, GDPR, and information governance requirements
• Continuously develop product, process, and system knowledge to provide high-quality support
• Meet individual productivity, quality, and service level targets while maintaining attention to detail
• Collaborate effectively with colleagues and contribute positively to team goals and performance .

Requirements

• Up to 2 years of experience in a Contact Centre, Customer Service, Customer Support, Order Processing, or similar customer-facing environment
• Experience handling customer inquiries through multiple channels (phone, email, chat, etc.)
• Strong communication skills, both verbal and written
• Ability to manage customer complaints and challenging situations professionally
• Good organizational skills with the ability to prioritize workload and meet deadlines
• Strong attention to detail and commitment to accurate record keeping.
• Basic computer literacy and proficient keyboard skills
• Ability to work effectively under pressure in a fast-paced environment
• Customer-focused mindset with strong problem-solving abilities
• Flexible, proactive, and willing to embrace change and continuous improvement
• Experience working within regulated environments and following defined processes is an advantage
• Minimum Skills Required Customer service and customer care skills
• Excellent verbal and written communication skills
• Active listening and rapport-building abilities
• Problem-solving and decision-making skills
• Complaint handling and conflict resolution
• Time management and prioritization skills
• Accuracy and attention to detail
• Data entry and record management skills
• Basic Microsoft Office and IT skills
• Ability to work both independently and as part of a team
• Ability to remain calm under pressure.
• Strong organizational skills.
• Adaptability and flexibility.
• Professional and responsible attitude.
• Commitment to confidentiality, GDPR, and data protection standards.

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements. Part time Affiliated Companies Affiliated Companies: Alliance Healthcare Management Services Limited Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law. The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory. Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [e-mail]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned Cencora is a leading global pharmaceutical solutions company that is committed to improving the lives of people and animals everywhere. We connect manufacturers, providers, and patients to ensure that anyone can get the therapies they need, where and when they need them. We’re a purpose-driven organization, where all of our team members around the world are united in our responsibility to create healthier futures. We work together every day to help our partners bring their innovations to patients worldwide, creating unparalleled access and impact at the center of health.