At Eakin Healthcare, we put patients at the heart of everything we do. We are a family-owned global medical device company with a proud heritage of innovation and care. We deliver innovative solutions across Ostomy, Respiratory, and Surgical therapies, along with our Respond home delivery service. Founded over 50 years ago, we now have a team of over 700 dedicated people across three UK manufacturing sites, 12 international sales and distribution centres and export to over 60 countries. We’ve been recognised as a Great Place to Work® ! And we’re proud to be named among the Best Workplaces in Healthcare and Best Workplaces for Women. At Eakin Healthcare, we’re united by one mission: working together to improve lives - just like we’ve been doing for over five decades. WHY JOIN US? 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 ABOUT THE ROLE This role is to support Respond Prescription Dispensing Team and Eakin Trade Team. You will contribute towards the success of the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a safe and timely manner. Reporting to the Care Centre Manager at our office in Cardiff, this Customer Retention & Trade Advisor is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. In this role, you will connect directly with individual patient customers through the Respond Prescription Dispensing Team as well as trade and business customers through the Eakin Trade Team. Your time will be scheduled by the Senior Advisors of both teams in accordance with business requirements. KEY ACTIVITIES Inbound Customer Contact To answer, action and respond to customer contact received by telephone, e-mail, website, and letter in a professional and timely manner To resolve any customer queries regarding product delivery To maintain excellent product knowledge and to answer all enquiries regarding products To identify opportunities to increase sales Outbound Customer Contact To contact customers monthly to ensure orders are confirmed and placed as needed. To liaise with GP surgeries to obtain the customers prescriptions Maximise the number of existing customers who continue to use our service by identifying customers who do not place regular orders, making proactive contact to secure future orders. Prescription Processing Process prescriptions in a timely manner, ensuring the prescriptions are endorsed accurately Prepare prescriptions for payment, completing required administration accurately 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 Keeping customers informed with regards to the status of their orders e.g backorders Product & Account Administration Responsible for accurately inputting data to create new customer accounts in accordance with procedures To ensure all records are accurate and kept up-to-date Taking credit card payments and liaising with the accounts department Customer Complaints and Compliments Ensure complaints relating to all areas of our business are dealt with efficiently and effectively, ensuring total customer satisfaction Reporting all issues that hinder the delivery of excellent customer service to the Customer Experience Manager Inter-departmental Liaison To liaise with Territory Managers regarding Stoma Care Nurse stock box request To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts Other To attend relevant training courses To adhere to the company’s Equal Opportunities policy and Dignity at work policy To adhere to 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 KEY SKILLS Essential Previous experience working in Customer Service Friendly personality with a “can-do” attitude Easily builds rapport, demonstrates empathy and builds relationships Ability to demonstrate excellent written, spoken and listening communications skills The ability to handle queries professionally and efficiently with sensitivity. Attention to detail and accuracy in recording data Experience of using own initiative to exceed targets Knowledge of Microsoft packages, such as Word and Excel Desirable Previous experience in the healthcare sector Experience of promoting products and services to existing and potential customers KEY WORKING RELATIONSHIPS Internal To support the Respond Prescription Dispensing Team and Eakin Trade Team To liaise with warehouse and Courier service to meet the needs of the customer Good communication with Area Sales Managers 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 Individual patient customers Stoma Care Nurses GP Surgeries Trade Customers To attend exhibitions, and open days as and when required ADDITIONAL INFORMATION Blended home/office working shifts available 5 hours a day between the hours 8:00 -17:00 on a shift rotation 1 in 8 Saturdays 8:30 – 12:30 Total 38 hours a week Objective based bonus Occasional UK travel may be 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 learning fodder. Being Resilient Rebounding from setbacks and adversity when facing difficult situations. The closing date for applications is: 7th May02027 If we receive a high volume of applications, we may close this role earlier than planned.