Customer Service Representative

Customer Service Representative (9 Month FTC)

Location: Head Office, High Wycombe

Planned Office Move: Maidenhead – October 2026

Department: Customer Support Centre

Contract: 9-month Assignment

Hybrid: Minimum x3 days on-site

Hours: Full-time, 37 hours per week, Monday to Friday

Reports to: Team Leader

This is an exciting opportunity to join a high-performing, compliance-driven customer services function within a regulated pharmaceutical environment. You will play a vital role in ensuring customers and patients receive their medicines accurately and on time, while maintaining world-class service standards.

The successful candidate will demonstrate strong communication skills, exceptional attention to detail, and the ability to manage customer relationships professionally within a structured, process-led setting.

Important: Candidates must be able to work from High Wycombe initially and commit to relocating to the Maidenhead office from October 2026
, in line with the planned office move.

• Customer Order Management
• Process customer orders accurately and within agreed delivery cut-off times
• Manage orders received via phone, email, portal, EDI, and other channels
• Create and maintain customer accounts in line with Good Distribution Practice (GDP) and internal procedures
• Ensure UK & Ireland patient demand is met in a timely and compliant manner
• Proactively resolve delivery, pricing, and stock availability issues
• Liaise with third-party logistics providers (3PL) to resolve operational matters
• Communicate proactively with customers regarding stock availability or service updates

• Act as the first point of contact for order, query, and claim-related enquiries
• Log complaints within the Complaints Management System in accordance with procedures
  
  Take full end-to-end ownership of customer queries and complaints through to resolution

• Ensure daily working practices comply with Sarbanes-Oxley controls
• Adhere to Good Distribution Practice (GDP) requirements
• Complete all required compliance and SOP training in a timely manner
• Support departmental performance targets and quality standards
• Build and maintain strong working relationships with key external customers
• Collaborate with internal departments including Quality, Medical Information, Finance (I2C), Supply Chain, and Commercial teams
• Contribute to process improvement initiatives and operational efficiencies
• Support customer satisfaction initiatives and survey engagement

You will be a proactive, customer-focused professional who thrives in a structured and regulated environment. You will be confident managing multiple priorities, maintaining compliance standards, and acting as a professional first point of contact for customers.

• Previous experience in a customer service role
• Strong communication and listening skills
• High attention to detail and accuracy
• Experience using SAP and Microsoft Office
• Ability to manage customer relationships professionally and effectively
• Comfortable working within a compliance-driven pharmaceutical environment

This role requires an immediate start, and we are therefore seeking candidates who are available at short notice.

Candidates must hold valid right to work in the United Kingdom. This role is not eligible for visa sponsorship.