Customer Service Retention Advisor

Novatech Ltd; Littlehampton; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Life Insurance x10 salary

8.5% employer pension contribution

Private healthcare (employee + option)

Employee Assistance Programme

Fittle-perks rewards platform

25 days annual leave + bank holidays

Me Day and Volunteer Day

Family-friendly policy support

Refer a friend/family scheme

Job summary

Fittleworth Medical is seeking a Customer Service Retention Advisor to protect and grow our client base through proactive outreach and tailored retention strategies. You will manage inbound and outbound calls, maintain accurate CRM records, and drive loyalty across Ostomy and Continence Care products.

The role focuses on educating clients about Hollister and Dansac products, promoting upgrades when appropriate, and delivering exceptional service with strong collaboration with clinical teams.

Qualifications

• Previous experience in a high-volume customer experience environment.
• Proficient with Microsoft applications including Dynamics CE, Teams, Outlook, Excel and Word.
• Focus on delivering exceptional service.
• Excellent telephone manner.
• Resilient and adaptable to change.
• Results-oriented with strong problem-solving skills.
• Team player with a proactive approach.
• Excellent written and verbal communication skills.
• Bold behaviour: accountability and ownership.

Responsibilities

• Handle inbound calls for Prescription Service while maintaining service levels.
• Conduct outbound retention and win-back calls using structured techniques.
• Process EPS tokens and paper prescriptions in the CRM accurately and keep compliant records.
• Build and maintain relationships to reduce churn and promote loyalty.
• Identify at-risk clients and implement proactive retention strategies.
• Educate clients on Hollister and Dansac products; promote upgrades when appropriate.
• Promote Fittleworth Delivery Service to new and existing customers.
• Communicate value propositions clearly and effectively.
• Adopt various techniques to handle objections and retain/win clients while delivering excellent service.
• Achieve individual and team KPIs.
• Resolve issues quickly to ensure a positive client experience.
• Gather feedback to improve service delivery.
• Enrol new clients onto the Fittleworth system.
• Maintain accurate client records in CRM systems.
• Track retention metrics and report against targets.
• Follow SOPs and client call scripts; maintain GDPR-compliant records.
• Log complaints and escalate as required per processes.
• Suggest improvements to service for healthcare professionals and mutual clients.
• Promote Fittleworth to internal and external customers; carry out duties in a professional manner.
• Take on additional reasonable duties as requested by leadership.

Skills

Customer service

MS Dynamics CE

Phone etiquette

Communication skills

Team player

Problem solving

Adaptability

Written communication

Tools

Dynamics CE

Teams

Outlook

Excel

Word

Job description

Role Summary

The Customer Service Retention Advisoris responsible forprotecting and expanding our client base through proactive engagement, targeted retention strategies, and consistently high-quality service that drives loyalty and reduces churn. This role promotes the company’s full range of services while ensuring exceptional client satisfaction at every interaction. The Advisor will manage a variety of inbound and outbound communications, build strong and trusted relationships, and deliver tailored solutions that meet individual client needs. A key focus of the role includes executing campaigns aimed at improving patientoutcomes through product upgrades and conversions. Success in this position requires excellent communication skills, empathy, and a deep understanding of Ostomy and Continence Care.

Key Responsibilities

• Manage Prescription ServiceInbound callsmaintainingexpected Service Levels

• Conduct outbound retention, win-back, prospective client and prescription service calls using structured objection-handling and retention techniques.

• ProcessEPS tokens and paper prescriptions accurately in the CRM system, resolving issues where needed andmaintainingcomplete, compliant records of all activity.

• Develop andmaintainstrong relationships with existing clients to ensure loyalty and reduce churn.

• Identifyat-risk clients and implement proactive retention strategies.

• Educate clientson Hollister andDansacproducts, promote upgrades where clinicallyappropriate, and seek Clinical Team guidance where needed

• PromoteFittleworth Delivery Service, with all our potential customers and attract new patients to Fittleworth

• Communicate value propositions clearly and effectively.

• Adapt to use a range of techniques to handle objections andretain/ win clients whilst providing excellent service

• Achieve individual and team key performance indicators (KPIs)

• Resolve issues efficiently, ensuring a positive client experience.

• Gather feedback and escape concerns where necessary to improve service delivery.

• Enrol new clients onto the Fittleworth system

• Maintainaccurateclient records in CRM systems.

• Track retention metrics and report on performance against targets.

• Work in line with standard operating procedures and client call scripts.

• Maintain the accuracy and quality of client records in line with General Data Protection Regulations (GDPR)

• Log complaints as received and escalat asrequiredin line with agreed processes

• Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients

• Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient,professionaland courteous manner

• Any other reasonable duties as requested by your Team Leader, the Department Manager, Director or the Company Director Team in their absence

Skills & Experience

• Previousexperience of working inhigh-volume customer experience environment.

• Proficient in all Microsoft applications including but not limited to Dynamics CE, Teams, Outlook,Exceland Word

• Focus on delivering exceptional service.

• Excellent telephone manner

• Resilient and adaptable to change.

• Results-oriented with strong problem-solving skills.

• Team player with a proactive approach.

• Excellent written and verbal communication skills

• Essentialrequirements leading by example,demonstratingBoldBehaviourstaking accountability and ownership.

About Us

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over73,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 36dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathecore principles to continue the Schneider legacy.

What we offer

• Life Insurance Cover x10 Annual Salary(subject to the T&C’sof the scheme)

• Competitive full pension scheme of 8.5% employer contribution

• Employee cost of private healthcare covered withoptionto add family members

• A comprehensive, embedded Employee Assistance Programme

• Access to our bespoke employee reward platform “Fittle-perks” providing amazingperkssuch as discounts across major retailers and access to an online Wellbeing Centre

• 25 days annual leave + bank holidays (pro-rated for part time Associates) with theoptionto buy and sell annual leave

• 1 Me Day, 1Volunteer dayper annum

• Enhanced support on family friendly policy

• Internal refer a friend/family scheme