Customer Service Advisor

MedPal; Runcorn; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Permanent position

Full training provided

Friendly and supportive team

Job summary

MedPal in the United Kingdom is seeking a dedicated Customer Service Advisor to support care homes and pharmacy colleagues, ensuring the safe and timely supply of medicines and high-quality service.

Based onsite at our Runcorn DSP, Monday to Friday, with optional home working on Saturdays; you will resolve queries and help ensure prescriptions are processed efficiently while maintaining compliance with healthcare regulations.

Qualifications

• Excellent communication and interpersonal skills.
• Strong organisational abilities and attention to detail.
• Good IT and administrative skills.
• Empathetic, calm and professional approach.
• Experience in healthcare, pharmacy or regulated environment.
• Understanding of NHS prescription processes and MAR charts.

Responsibilities

• Act as primary contact for care homes via phone, email and digital systems.
• Respond to prescription, medication and delivery enquiries promptly and professionally.
• Liaise with pharmacy teams to ensure timely prescription processing.
• Support medication cycle management and MAR chart processes.
• Maintain accurate records in line with procedures and NHS requirements.
• Ensure compliance with SOPs, GDPR and regulatory standards.
• Collaborate with colleagues to deliver consistently high service levels.
• Handle sensitive situations with empathy and discretion.

Skills

Excellent communication

Organisational skills

IT skills

Empathetic approach

Team player

Healthcare/pharmacy experience

NHS prescription processes

MAR charts knowledge

Job description

We are looking for a Customer Service Advisor to join our friendly and supportive team, working closely with care homes and pharmacy colleagues to help ensure the safe and timely supply of medicines to residents across the UK.

This is a rewarding opportunity for someone who is passionate about delivering excellent customer service and making a genuine difference. You will play a key role in supporting care homes, resolving queries, and helping ensure vital medication services run smoothly for some of the most vulnerable members of our communities.

This role is based onsite at our Runcorn DSP Monday to Friday with home working available on Saturdays.

The Role

As a Customer Service Advisor, you will be a key point of contact for care homes, supporting them with medication-related enquiries and helping to ensure prescriptions are processed efficiently and accurately.

Working within a close-knit team, you will liaise with pharmacy colleagues and other internal departments to deliver an excellent customer experience while maintaining compliance with healthcare regulations and company procedures.

Key Responsibilities

• Act as a primary point of contact for care homes via telephone, email and digital systems.
• Respond promptly and professionally to prescription, medication and delivery enquiries.
• Liaise with pharmacy teams to ensure prescriptions are processed within required timescales.
• Support medication cycle management, including 28-day medication cycles and MAR chart processes.
• Maintain accurate records and documentation in line with company procedures.
• Ensure compliance with SOPs, NHS requirements, GPhC standards and GDPR regulations.
• Work collaboratively with colleagues to provide a consistently high level of service.
• Handle sensitive situations with empathy, professionalism and discretion.

About You

• Excellent communication and interpersonal skills.
• Strong organisational skills and attention to detail.
• Ability to work effectively in a fast-paced environment.
• Good IT and administrative skills.
• A calm, professional and empathetic approach.
• Ability to work collaboratively as part of a supportive team.
• Experience working within healthcare, pharmacy, care homes or another regulated environment.
• Understanding of NHS prescription processes.
• Knowledge of MAR charts and medication cycles.

What We Offer

• Permanent position with an established and growing healthcare provider.
• Full training and ongoing support.
• Friendly and supportive working environment.
• Opportunity to develop your skills and career within healthcare services.

• A varied and meaningful role where you can make a positive impact every day.
• Average 40-hour working week with a predictable working pattern.

If you are passionate about customer service and want to make a real difference to the lives of care home residents, we'd love to hear from you.