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 ABOUT THE ROLE 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. Reporting to the Care Centre Manager at our office in Manchester, this role is to ensure all customers orders are processed accurately and monitored through t o 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. KEY ACTIVITIES Prescription Processing Inbound Customer Contact Proactive Order Delivery Monitoring Product & Account Administration Customer Complaints and Compliments 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 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 Courier service to meet the needs of the customer Good communication with Key Account Director and Territory Managers Escalate customer dissatisfaction to the Customer Experience Manager Point of contact for interdepartmental requests e.g. Accounts External Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals To attend exhibitions, and open days as and when required ADDITIONAL INFORMATION Blended home/office working shifts available. Monday – Friday: 7.5 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. 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. Instills 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.