Senior Secure Start Advisor

West Sussex.info; Littlehampton; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Life Insurance 10x salary

Private healthcare

Pension 8.5%

Holiday entitlement 25 days + holidays

Volunteer day

Perks platform

Job summary

Fittleworth Medical is seeking a Senior Customer Service Advisor to be based in our office in the UK. The role focuses on delivering exceptional service to clients and healthcare professionals, guiding them through the Secure Start pathway and educating them on Hollister and Dansac ostomy and continence products.

The successful candidate will handle inbound/outbound calls and emails, register new clients, and log interactions in the CRM.

Qualifications

• Excellent customer service and telephone skills.
• Fluent in English (written and verbal).
• Experience in high-volume customer experience environments.
• Proficient in Microsoft applications including Dynamics CE, Teams, Outlook, Excel and Word.

Responsibilities

• Manage inbound and outbound calls and emails for clients and healthcare professionals.
• Register new clients to Fittleworth and Secure Start.
• Proactively follow up with patients and provide support with Clinical Team as needed.
• Provide product education on Hollister and Dansac ostomy and continence ranges.

Skills

Excellent customer service

Telephone skills

Multi-tasking in high-volume

Team player

Written and verbal communication

Fluent in English

MS Office suite

Tools

Dynamics CE

MS Teams

Outlook

Excel

Job description

Helping people find jobs in the local area since 2008

Work setting In person / office based - Office Based 5 days per week

Contract Permanent

Hours Full Time- 37.5 Monday to Friday, Shifts between the hours of 8:00-18:00 on a rota basis

The Role

The Senior Customer Service Advisor is responsible for delivering exceptional customer service to clients and healthcare professionals, fostering strong relationships through the Secure Start at Fittleworth pathway. This role involves proactive inbound and outbound communication via phone and email to support and educate clients and healthcare professionals on Hollister and Dansac products for Ostomy and Continence Care. The advisor will guide customers through the Secure Start process, ensuring a positive experience and promoting product and service knowledge.

Key Responsibilities

• Manage inbound and outbound calls and emails for clients and healthcare professionals.
• Place outbound calls to surgeries for outstanding prescriptions and chase prescriptions for pending orders.
• Register new clients to Fittleworth and Secure Start.
• Proactively follow up with patients experiencing issues or concerns, providing support and advice in conjunction with the Clinical Team.
• Make outbound Secure Start calls in accordance with the pathway, logging all patient interactions and updates accurately in the relevant CRM system.
• Provide confident and accurate product education across the Hollister and Dansac ostomy and continence ranges, supporting clients with product selection, usage guidance and appropriate switches where beneficial.
• Capture client concerns regarding product range and delivery service, ensuring timely follow‑up.
• Process sample orders for Fittleworth and Secure Start clients.
• Update client cutting templates as needed.
• Monitor and complete daily workloads within SLA.
• Ensure compliance with Data Protection (GDPR) requirements, maintaining accurate records and obtaining consent for contact.
• Follow CQC guidelines to protect all data held that refers to private and confidential patient details.
• Ensure that your stoma, urology and product knowledge are kept up to date to ensure that relevant and accurate advice is given to resolve patient issues where appropriate.
• Perform any other reasonable duties as requested by your supervisor, Department Manager, or Director.

Skills and Experience

• Excellent customer service and telephone skills.
• Self‑motivated with strong determination to succeed.
• Ability to multi‑task in a high‑volume environment.
• Enthusiastic and reliable team player.
• Highly organised with strong prioritisation skills.
• Excellent written and verbal communication skills.
• Ability to manage a large workload under pressure.
• Fluent in English (written and verbal).
• Demonstrates Bold Behaviours, accountability, and ownership.
• Previous experience of working in high‑volume customer experience environment.
• Proficient in all Microsoft applications including but not limited to Dynamics CE, Teams, Outlook, Excel and Word.

Behavioural Competencies

• Empathy & Compassion: Understand and respond to client needs with sensitivity and care.
• Resilience: Maintain professionalism and positivity under pressure and in challenging situations.
• Adaptability: Adjust quickly to changing priorities, processes, and client requirements.
• Collaboration: Work effectively within a team and with external partners to achieve shared goals.
• Problem‑Solving: Identify issues proactively and implement practical solutions.
• Attention to Detail: Ensure accuracy in data entry, prescription processing, and client communication.
• Integrity: Uphold confidentiality and compliance with GDPR and company policies.
• Customer‑Centric Mindset: Prioritize client satisfaction and deliver a seamless experience.

About us

Our ambition is to double the number of lives we impact, while making life more rewarding and dignified for the people who use our products and services. To achieve this, we focus on attracting, developing, rewarding and retaining great people, and on creating a high‑performing, inclusive working environment.

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC), providing a discreet and reliable home dispensing service to more than 60,000 clients across the UK. We support people with a wide range of needs, including acut‑to‑fit stoma product customisation service, ensuring care is tailored to each individual.

We are part of the wider JDS Family and are continuing through a period of rapid growth and transformation. Our services are delivered through a dedicated Customer Service Team and 38 dispensing centres nationwide.

At the heart of Fittleworth are our 360 employees, who live and breathe our core principles and proudly carry forward the Schneider legacy.

What we offer

• Life Insurance cover worth 10x your annual salary (subject to T&C’s of policy)
• 8.5% employer pension contribution
• Salary Sacrifice
• Private healthcare options including for family members
• Access to "fittle-perks" – our reward platform full of discounts and wellbeing tools
• 25 days holiday plus bank holidays, with the option to buy and sell extra days
• 1 "Me Day" and 1 paid Volunteer Day every year
• Support for families, including enhanced family‑friendly policies
• Employee Assistance Programme for everyday support
• Refer a friend scheme if you bring great people into the team