Customer Service Advisor

At Eakin Healthcare, we put patients at the heart of everything we do. We are a family owned global medical device company with a proud heritage of innovation and care. We deliver innovative solutions across Ostomy, Respiratory, and Surgical therapies, along with our Respond home delivery service. Founded over 50 years ago, we now have a team of over 700 dedicated people across three UK manufacturing sites, 12 international sales and distribution centres and export to over 60 countries. We've been recognised as a Great Place to Work ! And we're proud to be named among the Best Workplaces in Healthcare and Best Workplaces for Women.

At Eakin Healthcare, we're united by one mission: working together to improve lives - just like we've been doing for over five decades.

WHY JOIN US?

We're good at what we do - come and join us and you can benefit from:

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards

ABOUT THE ROLE

This role is based in our UK Service part of the business, Respond Healthcare. For stoma and continence patients who need appliances dispensed with ongoing care, support and advice, our award winning, confidential, stress free Prescription Dispensing Service is committed to delivering the very best levels of customer care.

Reporting to the Care Centre Manager at our office in Manchester, this role is to ensure all customers 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.

KEY ACTIVITIES

• Prescription Processing
• Inbound Customer Contact
• Proactive Order Delivery Monitoring
• Product & Account Administration
• Customer Complaints and Compliments

Other

• To attend relevant training courses

• To adhere to the company's Equal Opportunities policy and Dignity at work policy
• To adhere to 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 in Customer Service
• 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 Courier service to meet the needs of the customer
• Good communication with Key Account Director and Territory Managers
• Escalate customer dissatisfaction to the Customer Experience Manager
• Point of contact for interdepartmental requests e.g. Accounts

External

• Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals
• To attend exhibitions, and open days as and when required

ADDITIONAL INFORMATION

• Blended home/office working shifts available.
• Monday - Friday: 7.5 hours a day between the hours 8:00 -17:00 on a shift rotation.
• 1 in 8 Saturdays 8:30 - 12:30.
• Total 38 hours a week.

• Objective based bonus.

COMPETENCIES Customer Focus

Building strong customer relationships and delivering customer centric solutions.

Manages Complexity

Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Drives Results

Consistently achieving results, even under tough circumstances.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

Communicates Effectively

Developing and delivering multi mode communications that convey a clear understanding of the unique needs of different audiences.

Instills Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Nimble Learning

Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations.