Customer Service Advisor

At Eakin Healthcare we put our patient at the heart of everything we do.

Fifty years ago, it all started with one man’s mission: pharmacist, Tom George Eakin. He saw his patients struggling with leaking urostomy pouches and decided enough was enough. He got to work and formulated what would become the game-changing, eakin Cohesive® seal.

Fast forward to today, and we’re still keeping it in the family. We’ve grown a lot since then, both organically and through acquisitions. We now have a team of over 700 colleagues across three manufacturing sites and 12 sales and distribution centres. We’re making a difference in three therapeutic areas:

• Ostomy
• Respiratory
• Surgical

We’re proud to export our innovative products to over 60 countries through a network of 40 distributors plus our own offices in Japan, The Netherlands, France, Germany, Belgium and Luxemburg.

We’re good at what we do – come and join us and you can benefit from:

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards
• Free Parking

ABOUT THE ROLE

As a Customer Service Advisor you will provide the best possible customer service to our customers, contributing towards the success of the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a safe and timely manner.

Reporting to the Care Centre Manager, this role is to ensure all customers orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.

KEY ACTIVITIES

• Prescription Processing
• Inbound Customer Contact
• Proactive Order Delivery Monitoring
• Product & Account Administration
• Customer Complaints and Compliments

Other

• To attend relevant training courses
• To adhere to the company’s Equal Opportunities policy and Dignity at work policy
• To adhere to the company’s’ Health and Safety policy
• To adhere to the company’s Quality policy and Environmental policy
• To undertake other duties as may be reasonably required

KEY SKILLS

Essential

• Previous experience working in Customer Service
• Friendly personality with a “can-do” attitude
• The ability to work as part of a small team with limited direct supervision.
• The ability to handle queries professionally and efficiently with sensitivity
• The ability to deliver a high-quality service
• Conscientious and able to act proactively

Desirable

• Previous experience in the healthcare sector
• Experience of promoting products and services to existing and potential customers

KEY WORKING RELATIONSHIPS

Internal

• To liaise with warehouse and Courier service to meet the needs of the customer
• Good communication with Key Account Director and Territory Managers
• Escalate customer dissatisfaction to the Customer Experience Manager
• Point of contact for interdepartmental requests e.g. Accounts

External

• Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals
• To attend exhibitions, and open days as and when required

ADDITIONAL INFORMATION

• Blended home/office working shifts available
• 5 hours a day between the hours 8:00 -17:00 on a shift rotation
• 1 in 8 Saturdays 8:30 – 12:30
• Total 38 hours a week
• Objective based bonus
• Occasional UK travel may be required

COMPETENCIES

Customer Focus

Building strong customer relationships and delivering customer-centric solutions.

Manages Complexity

Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.

Drives Results

Consistently achieving results, even under tough circumstances.

Collaborates

Building partnerships and working collaboratively with others to meet shared objectives.

Communicates Effectively

Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Instils Trust

Gaining the confidence and trust of others through honesty, integrity, and authenticity.

Nimble Learning

Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations.