Customer Care Advisor

McKesson; Hempstalls; On-site; GBP 20,000 - 28,000; Full time

Benefits offered by this job

20 Days Annual Leave

Market leading maternity leave

Employee assistance programme

Job summary

AAH is recruiting a customer service advisor to handle inbound calls and live chat, resolving queries and supporting outbound activities in line with KPIs. You will offer remote support and triage to the appropriate team to resolve issues.

You will log queries, prioritise a busy workload, and contribute to a positive customer experience. The role may involve basic upselling and administration across UK operations.

Qualifications

• Excellent communication and problem-solving to resolve queries.
• Willingness to engage in outbound selling and proactive calling.
• Ability to prioritise and organise own workload.
• Experience in complaint handling is desirable.
• Proficient with MS Word, Excel and PowerPoint.

Responsibilities

• Manage customer calls to achieve KPIs, including order taking, problem solving, and selling.
• Log queries and complaints to meet target resolution.
• Monitor open queries and escalate to resolve serious complaints within timescales.
• Triaging issues to appropriate department or branch as needed.

Skills

Good communication

Problem-solving

Outbound calling

Time/workload management

Customer service experience

Numeracy & literacy

Team player

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

About The Role

This role will be accountable for answering inbound customer calls responding effectively andaligned to required key performance indicators (KPI’s) providing a great customer experience. There is also aproactive outbound call requirement which could include selling products or services, onboarding new customersor 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 youcan 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, andprocessing 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 closedeffectively 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.