Customer Experience Executive

6 months ago

Warwick, United Kingdom AAH Pharmaceuticals Full time

**About The Role**:
The Customer Experience Executive is aware that every touch point with AAH is a chance to make the customer experience remarkable, knowing that it will increase satisfaction, loyalty, and advocacy, and turn our customers into fans.
The Customer Experience Executive will work hand in hand with their field-based sales colleagues, by providing dedicated hyper care support as part of on-boarding and retention, being the go-to for all service-related topics that ultimately makes the customer journey seamless. Follow a unified approach to customer queries that fall into aftercare, ensuring that a positive customer outcome be utilised to perpetuate a beneficial commercial relationship.

The Executive will embrace query escalation from our “first line of defence” (Contact Centres) so that they can take ownership of any customer dissatisfaction or concern and turn that into a positive customer experience, right through to resolution.

The role holder will take accountability (through to resolution) for customer queries that are assigned to them and work very closely with AAH Distribution Centres (DC’s), forming a crucial link between our customer and the AAH network, to understand and quickly resolve service-related issues and queries.

**Why AAH?**

AAH are the leading medical supplier in the UK, we impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued good.

By working for AAH, you’ll have access to training and development programmes at all stages of your career through one of our many pathways, whether it’s a step into management, a regional role, or even at our Head office - the opportunities are endless.

Our ability to shape the future of healthcare depends on the passion and hard work of our people. As well as the benefits you would expect; 25 Days Annual Leave, plus bank holiday, pension scheme, company bonus scheme, we also offer:

- Market leading maternity, paternity and adoption leave
- Full support from our employee assistance programme including a health and well-being app
- Shopping Discounts

**About You**:

- Essential
- Relevant experience within a customer service environment or similar
- Have a customer first attitude with a passion for creating successful long-term customer relationships
- Adaptable approach with the ability to manage complexity and deal with fast moving issues in real time
- Experience in delivering customer experience improvement initiatives
- Strong communication skills with the capability to engage customers and internal colleague confidently and competently
- Be able to challenge others where necessary, in a constructive and professional manner
- Ability to share information in a clear and concise manner and can influence customers and colleagues where necessary

Desirable- Knowledge of Salesforce platform
- Experience working in a similar role within the NHS or Pharma Wholesale
- Experience of being targeted directly and being responsible for delivering customer experience improvements

**About Us**:
Every day, millions of people rely on AAH Pharmaceuticals to deliver their medicines. We are the UK's leading wholesaler and distributor of pharmaceutical and healthcare product, serving pharmacies, hospitals and doctors nationwide. We offer services across the whole supply chain, from medicines manufacturers to delivery to the end consumer, supplying a full range of healthcare products including ethicals, generics, PIs and OTCs.

We are defined by our ICARE values and we pride ourselves on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our talent acquisition team.

AAH prides itself on being an equal opportunities employer, committed to diversity & inclusion, taking a person-centred approach to our interview process that is fair and free from both discrimination and bias. If you have any reasonable adjustment needs arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our recruitment teams.

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