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Customer Service Advisor

£22,000 per annum
Full Time - 37.5 hours Monday to Friday 08:45am – 17:15pm (plus occasional shifts - range from 8:00am to 6:00pm).

Purpose of the Role:
The Customer Service Advisor will be responsible for providing a high level of customer service to clients and healthcare professionals in the day-to-day management of customer service daily workflow. 
The Customer Service Advisor will report to the Customer Service Team Leader and be part of the Customer Service Team.

Key responsibilities:

  • Manage inbound and outbound calls and e-mails for clients and healthcare professionals
  • Sort and process incoming prescriptions and the management of EPS to create and complete client orders
  • Maintain external communication from clients and healthcare professionals for example, Web Orders, My Pen and Caring
  • Place outbound calls to surgeries for outstanding prescriptions, and chase prescriptions for outstanding orders
  • Register new clients to Fittleworth
  • Process sample orders
  • Update client cutting templates as needed
  • Track missing parcels as needed, and manage returns / collections
  • Log complaints as received, and request support of the Team Leader to manage complex queries
  • Offer support and advice to fellow team members
  • Work towards objectives in order to achieve set department KPI’s an personal development objectives
  • Maintain client confidentiality, and ensure that all services are provided in accordance with current legislation / NHS guidelines and Company process and policy
  • Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients
  • Actively promote Fittleworth to internal and external customers demonstrating the Values at all times
  • Advocate and adhere to all Health and Safety policies and lead by example
  • Adhering to all company policies and procedures and demonstrating positive behaviours
  • Any other reasonable duties as requested by your supervisor, the Department Manger or Director or the Company Director Team in their absence

  • Excellent customer service skills
  • Excellent telephone manner
  • Self-motivated with the determination to succeed
  • The ability to multi-task in a high-volume environment
  • Proactively collaborate with others
  • Organised and good at managing priorities
  • Positive energy
  • Clear and concise communicator with effective questioning skills and active listening skills
  • Team player
  • The ability to communicate to customers across a variety of platforms
  • Passion and desire for providing exceptional customer service and going the “extra mile”
  • Show compassion and empathy
  • Operate in an ethical manner

  • Previous experience of working in high-volume customer experience environment.
  • Previous telephone experience desirable
  • Computer literate with a working knowledge of MS Word, Excel, PowerPoint, and Outlook. 

What we offer you:

  • A purpose driven culture of people driven to making a difference in people’s lives!
  • Life cover from commencement at x10 your annual salary
  • Day 1 an auto-enrolment pension scheme offering 2% employee contribution / 6% Company contribution
  • Full pension scheme offering 3% employee contribution and a Company contribution of 8.5%
  • Private Healthcare with the option to add family members at an additional cost
  • Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks including; discounts across major retailers and access to an online Wellbeing Centre!
  • Ride to work scheme offering savings of up to 42% on the cost of a new bike and accessories
  • An Employee Assistance Programme offering a broad range of services including; GP consultation, Second Medical Opinion, Mental Health Support, Life event counselling, Get fit programme and many more
  • 25 days annual leave + statutory bank holidays
  • 1 day’s paid leave for volunteering each year
  • 1 “Me Day” per year

All of the above are subject to eligibility in line with further scheme details