Customer Care Advisor
| Posting date: | 13 June 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Pension, Private Healthcare and Life Assurance |
| Hours: | Full time |
| Closing date: | 13 July 2024 |
| Location: | Bridgwater, Somerset |
| Remote working: | On-site only |
| Company: | Clinisupplies LTD |
| Job type: | Permanent |
| Job reference: | CCABWRCYJUNE24 |
Summary
Company Information
Clinisupplies is a leading UK-based manufacturer and supplier of medical appliances specialising in continence products for managing acute and chronic condition. The company also offers a portfolio of bandages and garments for the treatment of wounds and chronic skin conditions. Employing over 500 people in the UK, China and India, Clinisupplies supplies its products to the NHS and delivers direct to patients’ homes through Clinidirect, its dispensing appliance contractor.
Clinisupplies is focused on developing products which are simple and discreet to use. Its product development team works with clinicians and patients to develop a strong product pipeline to be manufactured at its CE, ISO, US FDA approved facilities.
Role summary
Due to ongoing growth within the business, we have exciting opportunities for Customer Care Advisors and Prescription Services Advisors.
As a Customer Care Advisor, you will use our omnichannel service to register new customers, place orders, and answer order related queries. You will also play a role in processing and approving prescriptions as well as answering inbound and outbound calls in our Contact Centre.
As a Prescription Services Advisor you will process prescriptions received daily, liaise with GP surgeries regarding any outstanding prescriptions and process urgent requests from consumers.
Both roles are based in our head office in our Bridgwater office.
Key Responsibilities
The following provides an indication of the key responsibilities involved in this role but is not intended to be an exhaustive list of all the duties that you may be required to do.
Customer Care Advisor Prescription Services Advisor
• Answering inbound calls from customers and Health Care Professionals (HCP’s) • To process all prescriptions and orders accurately and in line with the normal monthly ordering patterns
• Making outbound calls to welcome new customers to the Home Delivery Service • To ensure all prescription are processed in line with dispatch deadlines
• Making outbound courtesy calls to customers to place repeat orders • To ensure the stock report is reviewed daily and consumers advised of any delays
• Taking payments from customers for Prescriptions via inbound and outbound calls • To ensure all calls are dealt with promptly, efficiently and in a courteous manner, with the aim of having first time resolution for al
• Registering new customers to the home delivery service using our internal databases • To proficiently promote Clinisupplies accessory products in line with appliance usage guidelines
• Chasing GP Surgeries for outstanding customer Prescriptions by phone or email • To monitor customer feedback and report back to your line Manager
• Reviewing and approving orders
• Being a Subject Matter Expert in established field
• Reporting from various internal databases
• Adhering to weekly schedules
• Working collaboratively to ensure all Contact Centre service levels are achieved in line with agreed KPI’s
Both roles require the ability
• To manage various mailboxes and ensure all email correspondences are actioned as per company guidelines and within the agreed timescale
• Attending various meetings/performance reviews/huddles/workshops/webinars
• Updating internal databases, ensuring Data Protection and confidentiality is maintained at all times
• To be proficient in all policies, processes and software
• To effectively deal with and log any complaints received taking accountability to ensure the resolution
• To be agile to the department needs, and work collaboratively with colleagues
• Any other duties deemed reasonable and necessary by management
Experience
Both roles require:
• Good literacy and numeracy to GCSE ‘O’ level
• Intermediate IT skills (Microsoft Office)
• Excellent organisation skills
• Ability to prioritise workload
• Good communication skills written and verbal
• Excellent telephone manner
• Excellent attention to detail
• Ability to use multiple systems at one time
• Can multi-task in a fast paced customer service environment
• Passion for Delivering Excellence in Customer Service
• Positive “can do” attitude
In addition the Prescription Services Advisor roles require:
• Previous experience in a process driven role
• Excellent data input and ability to analyse data
Desirable
• Has some experience working in a medical or healthcare environment
• For the Customer Care Advisor role experience of working in a busy Contact Centre environment
Clinisupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We also offer competitive terms and conditions.
Clinisupplies Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
How to apply
If you are interested in this position, please forward your CV to recruitment@clinisupplies.co.uk. Please note that in addition to the interviews there will be assessments as part of our recruitment and selection process.
NO AGENCIES
Clinisupplies is a leading UK-based manufacturer and supplier of medical appliances specialising in continence products for managing acute and chronic condition. The company also offers a portfolio of bandages and garments for the treatment of wounds and chronic skin conditions. Employing over 500 people in the UK, China and India, Clinisupplies supplies its products to the NHS and delivers direct to patients’ homes through Clinidirect, its dispensing appliance contractor.
Clinisupplies is focused on developing products which are simple and discreet to use. Its product development team works with clinicians and patients to develop a strong product pipeline to be manufactured at its CE, ISO, US FDA approved facilities.
Role summary
Due to ongoing growth within the business, we have exciting opportunities for Customer Care Advisors and Prescription Services Advisors.
As a Customer Care Advisor, you will use our omnichannel service to register new customers, place orders, and answer order related queries. You will also play a role in processing and approving prescriptions as well as answering inbound and outbound calls in our Contact Centre.
As a Prescription Services Advisor you will process prescriptions received daily, liaise with GP surgeries regarding any outstanding prescriptions and process urgent requests from consumers.
Both roles are based in our head office in our Bridgwater office.
Key Responsibilities
The following provides an indication of the key responsibilities involved in this role but is not intended to be an exhaustive list of all the duties that you may be required to do.
Customer Care Advisor Prescription Services Advisor
• Answering inbound calls from customers and Health Care Professionals (HCP’s) • To process all prescriptions and orders accurately and in line with the normal monthly ordering patterns
• Making outbound calls to welcome new customers to the Home Delivery Service • To ensure all prescription are processed in line with dispatch deadlines
• Making outbound courtesy calls to customers to place repeat orders • To ensure the stock report is reviewed daily and consumers advised of any delays
• Taking payments from customers for Prescriptions via inbound and outbound calls • To ensure all calls are dealt with promptly, efficiently and in a courteous manner, with the aim of having first time resolution for al
• Registering new customers to the home delivery service using our internal databases • To proficiently promote Clinisupplies accessory products in line with appliance usage guidelines
• Chasing GP Surgeries for outstanding customer Prescriptions by phone or email • To monitor customer feedback and report back to your line Manager
• Reviewing and approving orders
• Being a Subject Matter Expert in established field
• Reporting from various internal databases
• Adhering to weekly schedules
• Working collaboratively to ensure all Contact Centre service levels are achieved in line with agreed KPI’s
Both roles require the ability
• To manage various mailboxes and ensure all email correspondences are actioned as per company guidelines and within the agreed timescale
• Attending various meetings/performance reviews/huddles/workshops/webinars
• Updating internal databases, ensuring Data Protection and confidentiality is maintained at all times
• To be proficient in all policies, processes and software
• To effectively deal with and log any complaints received taking accountability to ensure the resolution
• To be agile to the department needs, and work collaboratively with colleagues
• Any other duties deemed reasonable and necessary by management
Experience
Both roles require:
• Good literacy and numeracy to GCSE ‘O’ level
• Intermediate IT skills (Microsoft Office)
• Excellent organisation skills
• Ability to prioritise workload
• Good communication skills written and verbal
• Excellent telephone manner
• Excellent attention to detail
• Ability to use multiple systems at one time
• Can multi-task in a fast paced customer service environment
• Passion for Delivering Excellence in Customer Service
• Positive “can do” attitude
In addition the Prescription Services Advisor roles require:
• Previous experience in a process driven role
• Excellent data input and ability to analyse data
Desirable
• Has some experience working in a medical or healthcare environment
• For the Customer Care Advisor role experience of working in a busy Contact Centre environment
Clinisupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We also offer competitive terms and conditions.
Clinisupplies Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
How to apply
If you are interested in this position, please forward your CV to recruitment@clinisupplies.co.uk. Please note that in addition to the interviews there will be assessments as part of our recruitment and selection process.
NO AGENCIES