Customer Service Advisor

As a Customer Service Advisor, you will be the first point of contact for customers, delivering professional, friendly, and efficient service over the phone and via email. You will handle a variety of customer enquiries, resolve issues, and provide solutions that enhance customer satisfaction and loyalty. This role requires resilience, attention to detail, and a proactive approach to ensure an exceptional customer experience. The position is fast-paced and demands strong problem-solving skills, effective communication, and the ability to manage multiple tasks efficiently Key Responsibilities • Manage incoming calls and emails from clients and health care professionals. • Process incoming prescriptions and manage electronic prescriptions (EPS) orders. • Maintain external communication from clients and healthcare professionals, including Web Orders, My Pen and Caring. • Call GP surgeries to request outstanding prescriptions and follow up on orders • Register new clients onto our system, and process sample orders • Update client records, including cutting templates when needed. • Track missing deliveries and arrange returns or collections • Handle complaints. Resolve straight forward issues and escalate more complex cases to a Team Leader when necessary • Work towards KPIs including quality scores, efficiency, and customer satisfaction, with clear performance expectations set by the business • Keep client information confidential and follow all NHS guidelines, laws and company policies • Carry out any other tasks asked by your Team Leader/Manager Skills • Ability to engage with customers over the phone in a friendly respectful tone • Proven ability to handle customer inquiries with patience and empathy • Take initiative, work independently and stay focused without needing supervision • Self-driven to do your best and always look for ways to improve • Ability to multitask and stay on top of deadlines and focus on what’s important to get the job done efficiently • Display resilience whilst working proactively with others, supporting your team, and communicating clearly to complete tasks to a high standard • Strong attention to detail, ensuring accuracy when processing orders, prescriptions, and updating client records Experience • You have experience working in a fast paced, high volume customer service role, where delivering excellent service and managing multiple tasks was a key part of your job. • Experience handling phone-based customer service is desired but not essential • You are comfortable using various computer systems and software, with the ability to learn new tools quickly What we offer • 5% employer pension contribution • Life Insurance cover worth 10x your annual salary (subject to T&C’s of policy) • Salary Sacrifice • Private healthcare options including for family members • Access to "fittle-perks"- our reward platform full of discounts and wellbeing tools • 25 days holiday plus bank holidays, with the option to buy and sell extra days • 1 "Me Day" and 1 paid Volunteer Day every year • Support for families, including enhanced family- friendly policies • Employee Assistance Programme for everyday support • Refer a friend scheme if you bring great people into the team