Customer Digital Service Advisor

AAH Pharmaceuticals; Hampton Magna; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading medical supplier in the UK is looking for a customer service professional to manage digital correspondence through Live Chat, email, and Salesforce. This hybrid role involves problem-solving, logging queries, and ensuring KPI targets are met. The ideal candidate has strong communication skills, experience in customer service, and proficiency with Microsoft Office. This position offers benefits such as company sick pay, a pension scheme, and excellent career progression opportunities.

Benefits

25 days Plus Bank Holidays

Company Sick Pay

Pension Scheme

Long Service Awards

Death in Service

Discounted Shopping Platform

Employee Assistance Programme

Excellent Career progression with full ongoing Support

Onsite parking with excellent working conditions and transport links

Qualifications

• Good communication skills – both oral and written are required.
• Proactive and positive attitude necessary for the role.
• Experience in customer service and complaint handling is essential.

Responsibilities

• Manage customer contact via Live Chat, email, efax, and Salesforce.
• Log queries, returns, and complaints ensuring targets are met.
• Monitor and resolve serious complaints within specific timescales.

Skills

Good communication skills – Oral and Written

Good problem-solving skills

Proactive, positive attitude

Ability to prioritise and organise own workload

Experience of customer service and complaint handling

Experience with Microsoft Word, Excel and PowerPoint

Empathetic and understanding

Job description

About The Role

In this hybrid working role you will be accountable for answering inbound digital correspondence (Live Chat, email, efax, Salesforce Case) responding effectively and aligned to required key performance indicators (KPI’s) to provide a great customer experience. There may be a proactive outbound call requirement to solve problems or elevate queries. You will offer Live Chat remote support for customers, resolve issues as effectively as possible or triage to the appropriate department or local AAH branch for resolution. There will also be responsibility for the AAH Social Media channels via Orlo to log complaints and manage any queries that come through Twitter and LinkedIn.

Accountabilities

• Managing customer contact via Live Chat, email, efax and Salesforce to set objectives including order taking and problem solving
• Logging queries, E‑returns and complaints on the database to ensure we achieve our target of 95%+
• Monitoring your own work list of open queries, ensuring that serious complaints are investigated and closed effectively within specific timescales to avoid call breach
• Understanding the role KPIs and delivering to these objectives
• Ensuring that you remain up to date with all key company messages and e‑learning where required

Why AAH?

AAH are the leading medical supplier in the UK, impacting millions of people across thousands of UK communities. Through our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s, working 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 goods. Our ability to shape the future of healthcare depends on the passion and hard work of our people.

• 25 days Plus Bank Holidays
• Company Sick Pay
• Pension Scheme
• Long Service Awards
• Death in Service
• Discounted Shopping Platform
• Employee Assistance Programme
• Excellent Career progression with full ongoing Support
• Onsite parking with excellent working conditions and transport links (see map for exact location)

About You

• Good communication skills – Oral and Written
• Good problem‑solving skills
• Proactive, positive attitude
• Ability to prioritise and organise own workload
• Experience of customer service and complaint handling
• Experience working with Microsoft Word, Excel and PowerPoint
• Empathetic and understanding
• Take personal responsibility to understand the KPIs and your role in delivering the objectives

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.