Customer Service Advisor

7 months ago

Leigh, United Kingdom Cencora Full time

- What you will be doing
- Employer: Alliance Healthcare Management Services Ltd

Location: NWOS, Leigh, WN7 3XJ. Hybrid working following probation period.

Hours Part Time: 26 hours per week.

Rota between Monday Tuesday Wednesday Friday 6.5 hours per day 9.00 am to 4.00pm with 30 min break

You will enhance the quality of our customer experience through better understanding their needs and ensuring the Customer Service team are able to demonstrate how we are meeting these needs. Ability to gain commitment - using appropriate interpersonal styles and techniques to deal with customer complaints, queries or other information requests and modifying one’s own behaviour to accommodate tasks, situations, and individuals involved.

Key Working Relationships:

- Daily contact with Customer Service Manager
- Regular interaction with BDMs/Sales teams
- Daily contact with internal/external customers
- Regular contact with Surgical team

Liaising with these departments to ensure customers receive the correct answers to their queries, to deal with external carriers to always obtain the correct information on a parcels whereabouts. To correct any errors on orders and ensure the corrections are sent with the least amount of disruption caused to the patient and pharmacist.

Principle Accountabilities:

- Provide customer care at the highest level to ensure maximum customer satisfaction
- Ensure that calls are answered by staff within agreed time scales and in an appropriate manner
- Ensure that customer queries are resolved and that progress is reported back to the customer within agreed timescales
- Setting and meeting targets as well as planning areas of improvement or development
- Advise Customer Service Team Manager of any instance requiring special action
- The ability to handle complaints and difficult situations in a patient, calm and effective way handling the most complex customer complaints or enquiries
- Provide customer feedback to the Customer Service Manager, Management Team and Service Centre Manager and agree actions where required
- Ensuring that confidentiality of customer information is maintained

Innovation and Creativity:
Build good understanding of internal systems to be able to deliver key objectives

Autonomy and Independence:
Establish concrete service level and response time objectives that everybody knows, understands and accepts.

Informing and Advising Others:
Ensure appropriate tracking systems are updated to demonstrate key deliverables.

Have the ability to compile key information from various areas of the business to establish customers’ position with the business prior to calling.

All staff are expected to understand the principles of Good Distribution Practice of Medical products for Human use (2013/C 343/01) which is reflected in our SOP - REF Chapter 1 NWOS GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have an annual refresher. All other GDP training will be job specific and as per your personal training matrix.

Competencies
- Leadership - Actively participates as a member of a team to move the team towards the completion of goals
- Customer Focus - Making customers and their needs a primary focus of one’s actions; developing and sustaining productive customer relationships
- Developing Self and Others - Takes initiative and acts upon development needs for own role
- Managing Change - Is flexible and willing to try out new ideas in own role
- Decision Making - Knows where to gather relevant information to help make routine decisions and keeps information up to date
- Communication and influencing - Will be involved in explaining facts, practices and policies and may need to influence others.
- Planning and Organising - Successfully juggles several priorities to ensure they all get done

In return we will offer you a competitive salary and benefits package including:

- Employee assistance programme with legal and financial advisors as well as mental health counselling
- Perks at Work with discounts in various retailers such as: Currys, PC World, Samsung, John Lewis and more
- Access to Mental Health First Aiders
- Contributory Pension Scheme after 3-month service
- Cycle to Work Scheme
- Service Based Holidays
- Career Development and internal progression opportunities
- Up to two paid Volunteer days per calendar year to carry out volunteer activities (pro rata for part time)

alliancehealthcare
What your background should look like
Excellent verbal and written communication skills, including rapport building
- A responsible attitude
- Good 'people skills' for building relationships with colleagues at all levels
- The ability to plan and prioritise your own work
- Calmness under pressure
- Decision-making ability
- Accurate record keeping
- IT skills
- Results and achievement orientated
- Highly motivated, proactive and flexible
- Open to giving and receiving constructive feedback
- Demonstrable customer focus
- Problem solving and decision m

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