Customer Service Advisor

West Sussex.info; Littlehampton; On-site; GBP 18,000 - 26,000; Full time

Benefits offered by this job

Life Insurance Cover

Competitive pension scheme

Private healthcare

Employee Assistance Programme

Discounts across major retailers

25 days annual leave

Me Day and Volunteer Day

Enhanced family-friendly policy

Job summary

A leading dispensing appliance contractor in Littlehampton is seeking a Customer Service Advisor. In this role, you'll provide exceptional service to clients and healthcare professionals, manage communications, and ensure operational efficiency. Candidates should possess strong customer service skills and experience in a high-volume environment. Join a dynamic team dedicated to service excellence and client satisfaction.

Qualifications

• Ability to manage day-to-day customer service workflow.
• Experience in inbound and outbound communication.
• Computer literacy required.

Responsibilities

• Manage inbound and outbound calls and emails.
• Process incoming prescriptions and manage client orders.
• Log complaints and manage queries.
• Follow up with surgeries for outstanding prescriptions and orders.
• Register new clients and process sample orders.
• Log complaints and escalate to the Team Leader as needed.
• Support team members and contribute to department KPIs.

Skills

Excellent customer service skills

Excellent telephone manner

Self-motivated with determination to succeed

Ability to multi-task in a high-volume environment

Proactively collaborate with others

Organised and good at managing priorities

Previous experience in a high-volume customer experience environment

Previous telephone experience desirable

Computer literate with working knowledge of MS Word, Excel, PowerPoint and Outlook

Tools

MS Word

Excel

PowerPoint

Outlook

Job description

Overview

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) that provides a home dispensing service to over 60,000 clients across a wide range of products. Fittleworth offers a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide.

Role Summary

As a Customer Service Advisor you will provide a high level of customer service to clients and healthcare professionals, managing day‑to‑day customer service workflow and supporting the delivery of our service excellence.

Responsibilities

• Manage inbound and outbound calls and e‑mails for clients and healthcare professionals.
• Sort and process incoming prescriptions, manage EPS to create and complete client orders.
• Maintain external communication from clients and healthcare professionals via Web Orders, My Pen and Caring.
• Place outbound calls to surgeries for outstanding prescriptions and chase outstanding orders.
• Register new clients to Fittleworth and process sample orders.
• Update client cutting templates and track missing parcels, manage returns and collections.
• Log complaints as received and request support of the Team Leader to manage complex queries.
• Offer support and advice to fellow team members and work towards objectives to achieve set department KPI’s and personal development objectives.
• Maintain client confidentiality and ensure all services comply with current legislation, NHS guidelines and company policy.
• Continually look for and suggest ways to improve the service we provide to healthcare professionals and our mutual clients.
• Actively promote Fittleworth to internal and external customers, demonstrating the Values at all times.
• Advocate and adhere to all Health and Safety policies and lead by example.
• Adhere to all company policies, procedures and demonstrate positive behaviours.
• Perform any other reasonable duties as requested by your supervisor, the Department Manager or Director.

Skills and Experience

• Excellent customer service skills.
• Excellent telephone manner.
• Self‑motivated with determination to succeed.
• Ability to multi‑task in a high‑volume environment.
• Proactively collaborate with others.
• Organised and good at managing priorities.
• Previous experience in a high‑volume customer experience environment.
• Previous telephone experience desirable.
• Computer literate with working knowledge of MS Word, Excel, PowerPoint and Outlook.

Benefits

• Life Insurance Cover x10, Annual Salary (subject to T&C of scheme).
• Competitive full pension scheme of 8.5% employer contribution.
• Employee cost of private healthcare covered, option to add family members.
• A comprehensive, embedded Employee Assistance Programme.
• Access to the bespoke employee reward platform “Fittle‑perks”, providing discounts across major retailers and access to an online Wellbeing Centre.
• 25 days annual leave, bank holidays.
• 1 Me Day, 1 Volunteer day per annum.
• Enhanced support on family‑friendly policy.

About Us

Fittleworth Medical is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. We meet the diverse and individual needs of our clients through a cut‑to‑fit stoma product customisation service and a discreet home dispensing service delivered by a dedicated Customer Service Team.