Customer Support Associate

1 month ago

StokeonTrent, United Kingdom Well Pharmacy Full time

Overview of the role
Be part of a flexible, multi-skilled and continuously improving team providing exceptional customer service to both internal and external customers from order input through to order fulfilment.

Main Responsibilities
- Manage large amounts of inbound and outbound calls in a timely manner following communication scripts when handling different topics.
- Identify customer requirements/complaints, clarify information, research every issue and provide solutions or alternatives.
- Process all customer’s orders in an accurate and timely manner and in line with personal targets.
- Record customer requirements/complaints in a comprehensible way where necessary in the contact centre call logging database.
- Be personally responsible for ensuring own logged calls are progressed through to satisfactory conclusion by either issues resolution or through issue escalation and closure.
- Always remain positive, courteous and polite when dealing with inbound and outbound customers regardless of the situation.
- Work with key internal and external stakeholders to deliver on time and in full deliveries to our customers by sharing known incidents and advising on best practice.
- Provide support and feedback to both internal and external customers in arranging product returns and be responsible for ensuring customer’s accounts and credits are accurate and up to date.
- Carry out activities associated with special services such as but not restricted to “Made to Measure” and “Customisation” and any reasonable management request.
- Undertake training across the department in new processes and activities as well as being responsible for maintaining own development and achievement of objectives.
- Work with several IT systems such as WMS/WCS systems and Order Management systems.
- Key customer to communicate with in this role are circa 750 own pharmacy estate, circa 4000+ independent pharmacy accounts, district nurses, GP surgeries and members of the public.c

**Problem Solving & Change**:

- The associate will be aware of impacts to on time in full deliveries to the customer as well as a varied range of customer complaints resulting in dis-satisfied customers.
- Through first-hand experience of customer issues the associate will be required to actively look for root cause and opportunities to prevent re-occurrence.
- By being part of continuous improvement initiatives this role can deliver value for the customer resulting in higher satisfaction ratings.

**Skills & Experience**:

- Computer literate.
- Ability to communicate at different levels such as members of the public or professional bodies.
- Pleasant, polite and professional telephone manner.
- Ability to multi-task in a fast paced environment.
- Accuracy and ability to follow instructions.
- Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you_.

About The Company
For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.

Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.

The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.

We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.

We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.

**‘Together we make a difference’**

Package Description
- In return we offer:

- Competitive salaries
- Excellent training & development opportunities
- Paid Holidays
- Workplace pension scheme
- Staff Discount
- Travel Loans and more..

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