Customer Care Advisor

AAH Pharmaceuticals; Hempstalls; Remote; GBP 21,000 - 26,000; Full time

Benefits offered by this job

20 days annual leave

Maternity/paternity/adoption leave

Employee assistance programme

Job summary

AAH Pharmaceuticals is seeking a customer service adviser to handle inbound calls and offer remote support via telephone or live chat. You will log queries, resolve issues, and assist with order processing and upselling where appropriate across UK branches and customers.

The role emphasizes achieving KPI targets and delivering excellent customer experiences. The position also involves monitoring and prioritising a workload, with opportunities to grow within a leading medical supplier network and

Qualifications

• Clear communication skills.
• Strong problem-solving abilities to resolve queries.
• Willingness to outbound call customers.
• Ability to prioritise and organise workload.
• Experience handling complaints desirable.
• Good numeracy and literacy skills.
• Experience with MS Word, Excel and PowerPoint.

Responsibilities

• Manage customer phone calls to set objectives including order taking, problem solving, selling, and processing hospital faxed orders.
• Log queries and complaints in the database and meet KPI targets.
• Monitor own work list of open queries and close serious complaints within timescales.
• Understand KPIs and deliver to objectives.

Skills

Communication

Problem solving

Outbound calling

Time management

Complaint handling

Numeracy

Literacy

Team work

Customer service

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

About The Role

This 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 ad hoc 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.