Customer Service Advisor

ABOUT RESPOND

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.

We don't just care for the people who use our products and services, we care for our colleagues too. That's why we're proud to be recognised as a Great Place to Work®, creating an environment where people can thrive, grow and make a real impact.

If you're looking for a career with purpose, where your work matters and your contribution is valued, we'd love to hear from you.

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
• Free Parking

Job Title:

Customer Service Advisor (1 position available)

Reporting to:
Care Centre Manager

Hours per week: 38

Shift hours: 7.5 hours a day between the hours 8:30
-17:30 on a shift rotation. 1 in 8 Saturdays 8:30 – 12:30.

Travel:
Occasional UK travel may be required.

Direct Reports:
None

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. As a Customer Service Advisor you 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.

• 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, liaising 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, due to non-receipt of prescriptions.
• Prepare prescriptions for payment, completing required administration accurately and submitting to the Business Services Organisation in a timely manner.
• Minimise the amount of prescriptions returned and not paid by the Business Services Organisation.
• Keep a fully traceable record of prescriptions received.

• 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.

• To contact customers regularly, as per agreed frequency with the customer, to ensure orders are confirmed and placed as needed.

• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly, making proactive contact to secure future orders.
• Maximise the number of new customers who use our service repeatedly, making proactive contact to secure future orders.

• 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 at the earliest convenience, once they have been referred, to confirm an…