Contact Centre Customer Service Advisor

West Sussex.info; Littlehampton; On-site; GBP 20,000 - 26,000; Full time

Benefits offered by this job

Life Insurance Cover

Competitive pension scheme

Cost of private healthcare

Employee Assistance Programme

Discounts through employee reward platform

25 days annual leave

1 Me Day, 1 Volunteer day per annum

Volunteer day

Job summary

A healthcare service provider in Littlehampton is seeking a Customer Service Advisor to deliver exceptional service to clients and healthcare professionals. Responsibilities include managing calls, processing prescriptions, and maintaining client communication. The ideal candidate will possess strong customer service skills and experience in a high-volume environment. This role offers comprehensive benefits including life insurance and a competitive pension scheme.

Qualifications

• Previous experience in a high-volume customer experience environment.
• Previous telephone experience desirable.
• Ability to multi-task in a high-volume environment.
• Proactively collaborate with others and manage priorities.
• Computer literate with MS Word, Excel, PowerPoint and Outlook.

Responsibilities

• Manage inbound and outbound calls and e-mails for clients and healthcare professionals.
• Sort and process incoming prescriptions.
• Maintain communication with clients.
• Log complaints and manage complex queries.
• Register new clients to Fittleworth.
• Log complaints and escalate with Team Leader for complex queries.
• Support fellow team members and work toward KPIs and objectives.
• Ensure confidentiality and compliance with NHS guidelines and company policies.

Skills

Excellent customer service skills

Excellent telephone manner

Self-motivated

Multi-tasking in high-volume environment

Organised and good at managing priorities

Computer literate with MS Word, Excel, PowerPoint, Outlook

Telephone experience desirable

MS Office proficiency

Job description

Overview

Hours Full Time- 37.5 hours per week, Shifts between 08:00-18:00 Monday to Friday

Role Summary

The Customer Service Advisor 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 to achieve set department KPI’s and personal development objective
• 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 behaviors
• Any other reasonable duties as requested by your supervisor, the Department Manager or Director or the Company Director Team in their absence

Skills and Experience

• 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
• Previous experience of working in a high-volume customer experience environment.
• Previous telephone experience desirable
• Computer literate with a working knowledge of MS Word, Excel, PowerPoint, and Outlook.

About Us

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customization service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe the immutable principles of our business.

What we offer

• Life Insurance Cover x10 Annual Salary (subject to T&C of scheme)
• Competitive full pension scheme of 8.5% employer contribution
• Employee cost of private healthcare covered with option to add family members
• A comprehensive, embedded Employee Assistance Programme
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre!
• 25 days annual leave, bank holidays
• 1 Me Day, 1 Volunteer day per annum
• Enhanced support on family friendly policy

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Company registration number: 08780562 | Head Office: The Skiff, 30 Cheapside, Brighton BN1 4GD