Customer Service Advisor

Overview

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) that provides a home dispensing service to over 60,000 clients across a wide range of products. Fittleworth offers a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide.

As a Customer Service Advisor you will provide a high level of customer service to clients and healthcare professionals, managing day‑to‑day customer service workflow and supporting the delivery of our service excellence.

• Manage inbound and outbound calls and e‑mails for clients and healthcare professionals.
• Sort and process incoming prescriptions, manage EPS to create and complete client orders.
• Maintain external communication from clients and healthcare professionals via Web Orders, My Pen and Caring.
• Place outbound calls to surgeries for outstanding prescriptions and chase outstanding orders.
• Register new clients to Fittleworth and process sample orders.
• Update client cutting templates and track missing parcels, manage returns and collections.
• Log complaints as received and request support of the Team Leader to manage complex queries.
• Offer support and advice to fellow team members and work towards objectives to achieve set department KPI’s and personal development objectives.
• Maintain client confidentiality and ensure all services comply with current legislation, NHS guidelines and company policy.
• Continually look for and suggest ways to improve the service we provide to healthcare professionals and our mutual clients.
• Actively promote Fittleworth to internal and external customers, demonstrating the Values at all times.
• Advocate and adhere to all Health and Safety policies and lead by example.
• Adhere to all company policies, procedures and demonstrate positive behaviours.
• Perform any other reasonable duties as requested by your supervisor, the Department Manager or Director.

• Excellent customer service skills.
• Excellent telephone manner.
• Self‑motivated with determination to succeed.
• Ability to multi‑task in a high‑volume environment.
• Proactively collaborate with others.
• Organised and good at managing priorities.
• Previous experience in a high‑volume customer experience environment.
• Previous telephone experience desirable.
• Computer literate with working knowledge of MS Word, Excel, PowerPoint and Outlook.

• Life Insurance Cover x10, Annual Salary (subject to T&C of scheme).
• Competitive full pension scheme of 8.5% employer contribution.
• Employee cost of private healthcare covered, option to add family members.
• A comprehensive, embedded Employee Assistance Programme.
• Access to the bespoke employee reward platform “Fittle‑perks”, providing discounts across major retailers and access to an online Wellbeing Centre.
• 25 days annual leave, bank holidays.
• 1 Me Day, 1 Volunteer day per annum.
• Enhanced support on family‑friendly policy.

Fittleworth Medical is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. We meet the diverse and individual needs of our clients through a cut‑to‑fit stoma product customisation service and a discreet home dispensing service delivered by a dedicated Customer Service Team.