About The Role
This role will be accountable for answering inbound customer calls responding effectively and aligned to required key performance indicators (KPIs) providing a great customer experience. There is also a proactive outbound call requirement which could include selling products or services, onboarding new customers or an agreed activity on behalf of a manufacturer or supplier. You will offer telephone or Live Chat remote support for customers and resolve problems as effectively as you can or triage to the appropriate department or local AAH branch for them to resolve. There may be times when adhoc admin duties are needed to support other parts of the team.
Accountabilities
- Managing customer phone calls to set objectives including order taking, problem solving, selling, and processing hospital faxed orders daily in accordance with van closures
- Logging queries and complaints on the database to ensure we achieve our target of 95%+
- Monitoring your own work list of open queries, ensuring that serious complaints are investigated and closed effectively within specific timescales to avoid call breach.
- Understand the role KPIs and delivering to these objectives
Benefits
- 20 Days Annual Leave – rising by 1 day per year of service up to 25 days.
- Market leading maternity, paternity and adoption leave
- Full support from our employee assistance programme including a health and well‑being app
About You
- Good clear communication skills
- Good problem‑solving skills to resolve queries
- Comfortable selling and outbound proactive calling on a phone
- Ability to prioritise and organise own workload
- Previous experience of complaint handling would be desirable
- Good numeracy and literacy skills
- Experience working with Microsoft Word, Excel and PowerPoint
- Effective team player
- Previous customer service experience
