Customer Care Advisor

AAH Pharmaceuticals; Stoke-on-Trent; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading pharmaceutical supplier in the UK seeks a Customer Support representative to manage customer calls and enhance their experience. Responsibilities include order taking, problem resolution, and logging queries to meet performance targets. The ideal candidate will possess strong communication and problem-solving skills, with prior customer service experience. The role offers a hybrid working model and various employee benefits, including annual leave and family leave policies.

Benefits

20 Days Annual Leave

Market leading maternity, paternity and adoption leave

Employee assistance programme

Responsibilities

• Manage customer phone calls including order taking and problem solving.
• Log queries and complaints to achieve targets.
• Monitor own work list of open queries.
• Understand KPIs and deliver to objectives.

Skills

Good communication skills

Problem-solving skills

Outbound calling comfort

Ability to prioritise workload

Complaint handling experience

Numeracy and literacy skills

Microsoft Word, Excel, PowerPoint experience

Effective team player

Customer service experience

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.