Customer Care Advisor

AAH Pharmaceuticals; Warwick; Presencial; GBP 22.000 - 26.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Annual leave (20 days)

Maternity/paternity leave

Employee assistance programme

Descripción de la vacante

AAH Pharmaceuticals is seeking a customer service professional in the UK to handle inbound calls and live chat, with proactive outbound outreach as needed. You will resolve queries, log interactions, and triage issues to the appropriate departments or branches.

The role emphasises delivering a great customer experience, meeting KPIs, and participating in a supportive team environment across a leading medical supplier network.

Formación

• Excellent communication skills and ability to resolve queries effectively.
• Experience with proactive outbound calls and selling products/services desirable.
• Good numeracy and literacy skills.
• Proficient with MS Office tools (Word, Excel, PowerPoint).
• Team player with ability to prioritise workload.

Responsabilidades

• Handle inbound customer calls and live chat to deliver KPI-driven service.
• Log queries and complaints in the database and monitor progress.
• Triage issues to the appropriate department or branch for resolution.
• Support ad-hoc admin duties as part of the team.

Conocimientos

Clear communication

Problem solving

Outbound calling

Prioritisation

Numeracy

Literacy

MS Office

Team player

Customer service

Herramientas

Microsoft Word

Microsoft Excel

PowerPoint

Descripción del empleo

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.

Benefits

• 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.