We are Hiring! We have an exciting new opportunity at Scope Eyecare & Healthcare for a Customer Care Assistant to join our UK Office team based in Crawley, West Sussex. The role will be very diverse with a focus on excellent customer service, and the successful candidate should be at ease with managing their own workload, prioritising effectively, and working to tight deadlines. The primary focus of this role is to deal with and handle customer queries, support the smooth and efficient day-to-day running of the office and to support the Operations Manager. The role requires an experienced and passionate customer service person who has a real dedication to consistently go above and beyond for customers (healthcare partners and patients). We are looking for people who can connect their own personal vision and values into some of what we do at Scope. Our vision as a company is to constantly exceed the expectations of our healthcare partners, our patients and our people by bringing together the extraordinary. The Compensation & Benefits for this role include (but not limited to); Performance related bonus 24 days annual leave (pro rata). Healthcare allowance beginning post probation and increasing at 2 and 5 years service. Pension contributions through Zurich beginning post probation and increasing at 2, 5 and 8 years service. Company sick pay scheme Further Education policy Professional Membership Please read below the full job description for the role below and if this is something that you would be interested in, apply below and a member of the Scope team will be in touch regarding your application! Customer Care Assistant This role is to support our Customer Care Team in UK & Ireland, but will be based in Crawley, West Sussex. The role will be very diverse with a focus on excellent customer service, and the successful candidate should be at ease with managing their own workload, prioritising effectively, and working to tight deadlines. The primary focus of this role is to deal with and handle customer queries, support the smooth and efficient day-to-day running of the office and to support the Operations Manager. The role requires an experienced and passionate customer service person who has a real dedication to consistently go above and beyond for customers (healthcare partners and patients). Key Responsibilities Customer Care Ensure that a consistently excellent level of customer service is adhered to under high work demands. Proactively reach out to customers with a natural ability and desire to help people. Manage all customer care calls and assist with all inquiries regarding product information, availability, use instructions, issues, complaints etc. Providing first class customer service to existing, new and potential clients via the phone, email, and online chat – being comfortable to deal with customers on phone and email is an essential requirement. Customer / Client phone & web enquiries - maintain accurate tickets, record messages, take orders and process Maintain good product knowledge. Work with Operations Manager to route product complaints and suspected adverse events to and Quality & Regulatory Manager and Medical team Supporting the Operations Manager and lending support when required to the Operations Specialist. Support in handling customer queries, filing and logging complaints and investigating issues with partners to resolve complaints for our customers. Fielding all calls to the office and transferring/taking messages as necessary, picking up voicemails and passing messages to relevant party Office Support & Logistics Organising & booking travel and meetings for UK employees. Booking couriers and organising collections from customers. Various other company ad-hoc jobs to support this fast based office environment Ordering office consumables including stationery, kitchen/bathroom supplies etc. In-house meeting organisation including catering/refreshments Post and courier management Collect, scan, save, and forward applicable mail/information to Dublin Team working To communicate regularly with other members of the Operations and Customer Care team To communicate regularly and clearly with the Customer Care Manager (UK) to keep them updated on all relevant ongoing tasks. Self-Development To proactively seek feedback from customers, colleagues, and management on personal performance, and to act on development areas highlighted by their response. To construct a personal development plan with significant guidance from line manager and to take personal accountability for implementing this plan. To continuously seek to improve personal skills, knowledge, and competencies to improve performance. To take part in all company training activities, and to continuously strive to excel. To work at communicating and building effective and beneficial relationships across the business. To proactively identify personal development needs or areas for improvement in performance and to approach the line manager for support. Administration & IT Skills Phone and email proficiency is essential Excellent MS Word, Excel and Outlook skills To build an understanding and ability to use all Company systems and business processes effectively. To maintain all company equipment in a good state always. Familiarity with a Customer Care software package a bonus. To complete all company administration in a timely and accurate fashion. Qualifications A-levels. Relevant Degree or qualification desirable. 3 years’ minimum customer service experience is essential. Must have a valid passport and be available to travel occasionally for company meetings Knowledge and Experience Experience of Customer Service and Support. Able to work in a small team office environment. Ability to multi-task and manage completing priorities. Excellent attention to detail with an ability to remain focused on repetitive tasks. A real team player. Able to work on own initiative i.e., without constant supervision. Strong planning and organisational skills. A proven ability to manage conflicting priorities in busy office environment. Professional, approachable, and helpful style. Ability to work autonomously, and be capable of independently generating, prioritising, and handling own work. Works well with others and supports a team working environment by helping where needed Flexible and willing to work additional hours when required during busy periods. Pharmaceutical/medical device/optical/logistical background an advantage but not essential. Able to work in a fast, dynamic, multicultural and matrix structure. Drive, energy, maturity, and ability to work under pressure and deliver results. A good sense of humour and a bright, enthusiastic personality. Ability to work remotely with other offices when required.