Customer Service Advisor - Nottingham

5 days left

Orange Recruitment
£20,072.00 pa
27 Jul 2017
24 Aug 2017
Contract Type
Full Time
Customer Service Advisor

Reporting to: Team Leader


    Salary £20,072.00 £750 - Potential time and attendance bonus. Pension

    41 hours per week between the hours of 8.30am - 5.30pm Monday to Friday as required to meet the needs of the business. Working one Saturday in four between the hours of 8.30am and 12.30pm. Usual working hours will be 41 hours, with a 40-minute unpaid lunch break and morning and afternoon tea breaks.

    This role will be based in Nottingham - NG2 4NU.
This role is to provide the best possible customer service to our customers, contributing towards the success of the business by achieving our customers' expectations and fulfilling their needs.

Customer Services - Distribution

    Ensuring all orders are processed accurately and within the relevant timescales. Ensuring that the Goods Return policies, procedures and paperwork are adhered to. Ensure complaints relating to all areas of customer service are dealt with efficiently. and effectively ensuring total customer satisfaction.
Home Delivery Service (HDS)

    Taking telephone orders from both end users and health care professionals. Order Processing. Processing and dispensing of patient prescription orders in accordance with the Clinical Governance and Part IX Regulations. Ensuring our operation runs smoothly and all aspects of our Service Level Agreement are followed. Prescriptions, including electronic prescriptions where applicable, are requested and received promptly and processed accurately. Ensuring that outstanding prescriptions are chased within the agreed timescales. Regular orders are promoted and monitored to maximise customer loyalty. New patient information is processed accurately and first orders are dispensed within agreed timescales. Monitoring back orders and ensuring all parties are kept informed and alternatives are offered where appropriate. Obtaining verbal permission from GP surgeries where urgent orders are needed and following the urgent order process. Ensuring annual recall letters are sent to ensure maximum repeat business where possible. Accurately selecting products where necessary for customers. Offering product and/or service advice. Liaising with GP surgeries for prescriptions to ensure that future orders can be processed for customers. Endorsing prescriptions at month end so they can be submitted to the PPA for payment. Outbound calling to ensure all samples/leads are followed up within the agreed timescale. Working within the Data Protection Act 1998 by ensuring that confidential data is not disclosed to third parties. Checking Courier manifest and liaising with courier to ensure parcels are delivered in expected timescale. Arranging redelivery and upgrades if necessary.

    Trained to the level of competency required in order to perform their Home Delivery Service duties, e.g. BHTA Stoma and the IG regulations followed. Customer data is maintained accurately and kept up to date and relevant.
Retaining and Generating Business

    Ensuring new patients are contacted a week after delivery to confirm ongoing ordering pattern. Product samples are accurately processed within agreed timescales. Product samples sent out are followed up, discussing with the customer the suitability of the product to maximise sales. Following up on support garment annual recalls and discussing home delivery where appropriate. Completing the patient retention report to ensure all customers are contacted after 8 weeks of not ordering.
Clinical Governance

    Orders dispensed without prescriptions are monitored and adherence to the emergency prescription process is managed in accordance with Part IX regulations. Electronic prescription requirements, where applicable, are adhered to.
Customer Complaints

    Responding appropriately and sincerely to all customer complaints, and escalating customer service complaints to the Customer Experience Manager where appropriate. Complete non-conformance form so any pattern can be determined. Reporting all issues that hinder the delivery of excellent Customer Service to the Customer Experience Manager.
Inter-departmental working

    Liaising with internal departments, including Respond Customer Support Centres, Sales Team and Nursing Team, maintaining excellent interdepartmental working relationships, sharing best practice.
Key Performance Indicators

    Customer orders are delivered as promised within agreed timescales. Inter-departmental service levels are adhered to. Goods Returned are processed within the agreed service levels, investigated and reduced.
Other Duties

    To attend all national exhibitions, local exhibitions and open days as required. To attend meetings at other locations as required. To attend training courses for continued progression within the role. Any other duties as required.
Preferred Skills

    Previously worked in an office/health centre/hospital Excellent Customer Service / Sales background Flexible attitude Excellent telephone etiquette PC Literate
Personal Attributes

    Excellent interpersonal skills Compassionate personality Caring and able to build a lasting rapport with our customers Ability to think on your feet quickly

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