Customer Service Advisor

At Eakin Healthcare, care is at the heart of everything we do. We are a family-owned global medical device company driven by a simple vision: Where Care Leads, Hope Follows. For more than 50 years, we've been developing innovative healthcare solutions that make a meaningful difference to the lives of patients around the world. Today, our team of over 700 colleagues operates across three UK manufacturing sites, 12 international sales and distribution centres, and exports to more than 60 countries worldwide. From market-leading Ostomy and Respiratory therapies to our trusted Respond home delivery service, we're committed to improving lives through innovation, quality and exceptional care. 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. WHY JOIN US? Join us and you can benefit from: Annual Bonus 25 days holiday plus bank holidays (rising to 28 with service) Option to buy holiday days Wellbeing Programme Health Cash Plan Pension Life Assurance Enhanced Maternity/Paternity Cycle to Work Scheme Long Service Awards Free Onsite Parking JOB OVERVIEW Job Title: Customer Service Advisor (2 positions 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 JOB PURPOSE 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. KEY ACTIVITIES Prescription Processing: • 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. Inbound Customer Contact: • 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. Outbound Customer Contact • To contact customers regularly, as per agreed frequency with the customer, to ensure orders are confirmed and placed as needed. Customer Loyalty: • 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. Proactive Order Delivery Monitoring: • 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 ongoing ordering pattern. • Ensuring new patient leads are generated and followed through to achieve targets. Product & Account Administration: • Responsible for accurately inputting data to create new customer accounts in accordance with procedures. • To ensure all records are accurate and are kept up-to-date. • To ensure customer accounts are maintained accurately, including delivery addresses. • Taking credit card payments and liaising with the Accounts department. Customer Complaints and Compliments: • Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction. • Responding appropriately and sincerely to all customer complaints and compliments. • Reporting all issues that hinder the delivery of excellent Customer Service to the Care Centre Manager or Senior Customer Service Advisor, in their absence. • Record all customer complaints and compliments. Other: • To attend relevant training courses, keeping own knowledge of the business, products and processes up to date • To maintain a professional image of the company at all times, demonstrating a can-do approach to both customers and colleagues. • To adhere to customer confidentiality policies • To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible. • To be responsible for your own health and safety and that of your colleagues, in accordance with 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. AS A SUCCESSFUL CANDIDATE YOU’LL HAVE: Essential • Previous experience working as a Customer Service Advisor. • 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 DPD to meet the needs of the customer. • Liaise with finance when handling cash sales. • Inform the Key Account Director and Territory Managers of any unusual events. • Escalate customer dissatisfaction to the Customer Experience Manager. • To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts External • Liaise with the Stoma Care Nurse & other healthcare professionals regarding any issues affecting our customers or their products and to ensure that new customers' orders are processed within agreed timescales. • To liaise with GP surgeries to obtain the customers prescription before despatch of product. To attend national exhibitions, local exhibitions, and open days as and when required. 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. Instils 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 Being Resilient Rebounding from setbacks and adversity when facing difficult situations. The closing date for applications is: 01 September 2026 If we receive a high volume of applications, we may close this role earlier than planned. Right to Work in the UK Please note that Eakin Healthcare is unable to provide sponsorship for this role. Applicants must have the legal right to work in the UK at the time of application.