ABOUT THE ROLE
This is an exciting opportunity to work within a team, specifically aimed at retaining customers and growing the business.
As a Customer Retention & Support Advisor you will provide the best possible customer service to our customers, contributing 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.
KEY ACTIVITIES
1. Outbound Customer Contact - Order Retention
2. Customer Loyalty
3. Prescription Customer Support
4. Customer Complaints and Compliments
Other
5. To attend relevant training courses
6. To adhere to the company’s Equal Opportunities policy and Dignity at work policy
7. To adhere to the company’s’ Health and Safety policy
8. To adhere to the company’s Quality policy and Environmental policy
9. To undertake other duties as may be reasonably required
KEY SKILLS
Essential
10. Previous experience working in Customer Service
11. Friendly personality with a “can-do” attitude
12. The ability to work as part of a small team with limited direct supervision.
13. The ability to handle queries professionally and efficiently with sensitivity
14. The ability to deliver a high-quality service
15. Conscientious and able to act proactively
Desirable
16. Previous experience in the healthcare sector
17. Experience of promoting products and services to existing and potential customers
KEY WORKING RELATIONSHIPS
Internal
18. To liaise with warehouse and Courier service to meet the needs of the customer
19. Good communication with Key Account Director and Territory Managers
20. Escalate customer dissatisfaction to the Customer Experience Manager
21. Point of contact for interdepartmental requests e.g. Accounts
External
22. Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals
23. To attend exhibitions, and open days as and when required
ADDITIONAL INFORMATION
24. Blended home/office working shifts available
25. Monday – Friday: 7.5 hours a day between the hours 8:30 -17:30 on a shift rotation
26. 1 in 8 Saturdays 8:30 – 12:30
27. Total 38 hours a week
28. Objective based bonus
29. 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.
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.