Customer Care Advisor

AAH Pharmaceuticals; Glasgow; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A major healthcare supplier in Glasgow is looking for a Customer Service Representative to manage inbound and proactive outbound calls, ensuring a great customer experience. Key responsibilities include logging complaints, monitoring queries, and achieving performance targets. The ideal candidate should possess strong communication and problem-solving skills. This hybrid role offers competitive benefits including annual leave and support programs.

Benefits

20 Days Annual Leave rising by 1 day per year of service

Market leading maternity, paternity, and adoption leave

Full support from the employee assistance program

Qualifications

• Previous experience of complaint handling would be desirable.

Responsibilities

• Managing customer phone calls to set objectives including order taking and problem solving.
• Logging queries and complaints on the database to achieve targets.
• Monitoring own work list to ensure complaints are closed effectively.

Skills

Good clear communication skills

Good problem-solving skills

Comfortable selling and outbound proactive calling

Ability to prioritise and organise workload

Good numeracy and literacy skills

Effective team player

Previous customer service experience

Tools

Microsoft Word

Excel

PowerPoint

Job description

About The Role

This hybrid working role will be accountable for answering inbound customer calls responding effectively and aligned to required key performance indicators (KPI’s) providing a great customer experience. There is also a proactive outbound call requirement which could include selling products or services, onboarding new customers or an agreed activity on behalf of a manufacturer or supplier. You will offer a telephone or Live Chat remote support for customers and resolve problems as effectively as you can or triage to the appropriate department or local AAH branch for them to resolve. There may be times when adhoc admin duties are needed to support other parts of the team.

Accountabilities

• Managing customer phone calls to set objectives including order taking, problem solving, selling, and processing hospital faxed orders daily in accordance with van closures
• Logging queries and complaints on the database to ensure we achieve our target of 95%+
• Monitoring you own work list of open queries, ensuring that serious complaints are investigated and closed effectively within specific timescales to avoid call breach.
• Understand the role KPIs and delivering to these objectives

Why AAH?

AAH are the leading medical supplier in the UK, we impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued good. By working for AAH, you’ll have access to training and development programmes at all stages of your career through one of our many pathways; whether it’s a step into management, a regional role, or even at our Head office— the opportunities are endless.

Our ability to shape the future of healthcare depends on the passion and hard work of our people. In return for performing your role the benefits you will receive are;

• 20 Days Annual Leave – rising by 1 day per years service up to 25 days.
• Market leading maternity, paternity and adoption leave
• Full support from our employee assistance programme including a health and well‑being app

About You

• Good clear communication skills
• Good problem‑solving skills to resolve queries
• Comfortable selling and outbound proactive calling on a phone
• Ability to prioritise and organise own workload
• Previous experience of complaint handling would be desirable
• Good numeracy and literacy skills
• Experience working with Microsoft Word, Excel and PowerPoint
• Effective team player
• Previous customer service experience

About Us

At AAH, you’ll be part of a team playing a vital role in one of the UK’s largest pharmaceutical and healthcare distribution networks. Every day, we make a difference in millions of lives by delivering lifesaving medicines from our network of branches to pharmacies, hospitals, and GP practices across thousands of communities.

We operate with purpose and integrity, guided by our ICARE values, and are proud of the inclusive, collaborative culture we’ve built. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods.

As part of our commitment to responsible business practices, we’re actively working to reduce our environmental impact. From modernising our delivery fleet and optimising routes to minimising waste and improving energy efficiency across our operations, we’re supporting a more sustainable future for the communities we serve.

We are an equal opportunities employer, committed to diversity and inclusion. Our person‑centred approach to recruitment ensures a fair and welcoming experience, free from discrimination and bias. If you require any reasonable adjustments due to a disability or medical condition, please let our recruitment team know so we can support you throughout the process.