Customer Operations Advisor
3 weeks ago
Overview of the role
With circa 760 Pharmacies and over 7000 dedicated employees, we are the UKs largest independent pharmacy chain. Customer care is at the heart of everything we do and as we continue to grow at an incredible rate, exciting opportunities are being created for people like you to join our team.
As our Customer Operations Advisor you will be responsible in supporting customer service and communication with GPs for our digital pharmacy service. You will help build a scalable, productive and quality operation and support the end-to-end experience of our digital customers and GPs. You will form part a team of people equipped to identify and solve problems for customers and GPs quickly. You will proactively spot patterns and problems, seeing where we can change our processes, tools or service to improve things for customers.
In this role, you will be working part-time, Wednesday to Friday with a 7.5 hour shift pattern between 8am and 6pm.
**What you'll do**:
- Be a key member of the customer operations team, responsible for providing a world-class service for the customers of our digital pharmacy service.
- Responsible for customer service interaction for our digital pharmacy service and online shop customers across all channels, identifying and solving problems for customers and GPs quickly and effectively.
- Responsible for communication with GP surgeries, developing processes and systems to build strong relationships and co-ordinate prescription requests via phone and other mediums
- Responsible for business operations tasks, such as setting patient EPS nominations and checking exemption evidence.
- Respond directly to customer questions, concerns, feedback and compliments via the company’s communications tools and in line with policies set by the business.
- Work closely with the central dispensing and fulfilment teams to resolve customer problems and provide a market leading service.
- Support the identification of opportunities to redesign, remove or automate processes to improve the productivity of the team to the customer ops team leader.
- Be part of the team that builds a customer-centric culture across the wider digital team, adhering to our customer service policies in regard to tone of voice and response
- Ensure that feedback and complaints are dealt with, recorded and escalated as appropriate in line with our regulatory and NHS obligations.
- Understand, prioritise and escalate our customers' feedback and feature requests to the Customer Operations Lead
- Comfortable with being able to work flexible hours including weekends.
- Support strategic decisions on operations based on customer needs and commercial goals
- Support the drive for continuous improvement using data, feedback and incidents to inform changes
**Key knowledge and skills required for the role**:
- Experience of customer service and working to metric targets
- Experience operating in a team in a fast-growing business
- Comfortable with Oral or Written forms of communication
- Strong written English, with an ability to explain things simply and clearly
- 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_.
For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy is the third 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’**
- Competitive salaries
- Excellent training & development oppor
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