Customer Service Advisor

Job content

ABOUT THE ROLE

This role is to provide the best possible customer service to our customers, contributing towards the success of the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a safe and timely manner.

Reporting to the Senior Customer Services Advisor this Customer Service Advisor role is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.

The Customer Service Advisor will handle all customer queries effectively and in a professional manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing towards the success of Respond Healthcare, growing the Respond business.

KEY ACTIVITIES

Prescription Processing

• Ensure prescriptions are requested for all customer orders required on prescription.
• Process prescriptions in a timely manner, ensuring the prescriptions are fully examined for accuracy and endorsed appropriately.
• Build meaningful working relationships with and to liaise with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
• Minimise the amount of orders that are written off, within set KPIs, due to non-receipt of prescriptions
• Prepare prescriptions for payment, completing required administration accurately and submitting to the PPA in a timely manner.
• Minimise the amount of prescriptions returned and not paid by the PPA.
• Keep a fully traceable record of prescriptions received.

Inbound Customer Contact

• To answer customer telephone calls promptly and professionally and to accurately process all orders including customer orders via prescription, cash sales, product sample orders and Territory Manager orders.
• To maintain excellent product knowledge and to answer all enquiries regarding products.
• To resolve any customer queries regarding delivery.

Proactive Order Delivery Monitoring

• Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer’s satisfaction.
• Ensuring new patients are contacted a week after delivery to confirm ongoing ordering pattern.
• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly.
• New patient leads are generated and followed through to achieve targets

Product & Account Administration

• Responsible for accurately inputting data to create new customer accounts in accordance with procedures
• To ensure all records are accurate and are kept up-to-date
• To ensure customer accounts are maintained accurately, including delivery addresses
• Taking credit card payments and liaising with the Accounts department

Customer Complaints and Compliments

• Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction
• Responding appropriately and sincerely to all customer complaints and compliments.
• Reporting all issues that hinder the delivery of excellent Customer Service to the Senior Customer Advisor.
• Record all customer complaints and compliments.

Other

• To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible
• To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy
• To adhere to the company’s Quality policy and Environmental policy
• To undertake other duties as may be reasonably required

KEY SKILLS

Essential

• Previous experience working as a Customer Service Advisor
• Friendly personality with a “can-do” attitude
• The ability to work as part of a small team with limited direct supervision.
• The ability to handle queries professionally and efficiently with sensitivity
• The ability to deliver a high-quality service
• Conscientious and able to act proactively

Desirable

• Previous experience in the healthcare sector
• Experience of promoting products and services to existing and potential customers

KEY WORKING RELATIONSHIPS

Internal

• To liaise with warehouse and DPD to meet the needs of the customer
• Liaise with finance when handling cash sales
• Inform the Key Account Director and Territory Managers of any unusual events
• Escalate customer dissatisfaction to the Customer Experience Manager
• To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g Warehouse, Accounts

External

• Liaise with the Stoma Care Nurse & other healthcare professionals regarding any issues affecting our customers or their products and to ensure that new customers’ orders are processed within agreed timescales.
• To liaise with GP surgeries to obtain the customers prescription before despatch of product.
• To attend national exhibitions, local exhibitions, and open days as and when required.

ADDITIONAL INFORMATION

• Hours of work 8.30am – 5.30pm Monday to Friday with a 60-minute unpaid lunch break
• Bonus
• To assist with any other duties as required to meet the needs of the business.