Customer Service Advisor

**ABOUT THE ROLE**
This role is to 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.
The Customer Service Advisor will handle all customer queries effectively and in a professional manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing towards the success of Respond Healthcare, growing the Respond business.

**KEY ACTIVITIES**
**Prescription Processing**
- Ensure prescriptions are requested for all customer orders required on prescription.
- Process prescriptions in a timely manner, ensuring the prescriptions are fully examined for accuracy and endorsed appropriately.
- Build meaningful working relationships, liaising with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
- Minimise the amount of orders that are written off, due to non-receipt of prescriptions.
- Prepare prescriptions for payment, completing required administration accurately and submitting to the Business Services Organisation in a timely manner.
- Minimise the amount of prescriptions returned and not paid by the Business Services Organisation.
- Keep a fully traceable record of prescriptions received.

**Inbound Customer Contact**
- To answer customer telephone calls promptly and professionally and to accurately process all orders including customer orders via prescription, cash sales, product sample orders and Territory Manager orders.
- To maintain excellent product knowledge and to answer all enquiries regarding products.
- To resolve any customer queries regarding delivery.

**Outbound Customer Contact**
- To contact customers regularly, as per agreed frequency with the customer, to ensure orders are confirmed and placed as needed**.**

**Customer Loyalty**
- Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly, making proactive contact to secure future orders.
- Maximise the number of new customers who use our service repeatedly, making proactive contact to secure future orders.

**Proactive Order Delivery Monitoring**
- Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction.
- Ensuring new patients are contacted at the earliest convenience, once they have been referred, to confirm an ongoing ordering pattern.
- Ensuring new patient leads are generated and followed through to achieve targets

**Product & Account Administration**
- Responsible for accurately inputting data to create new customer accounts in accordance with procedures
- To ensure all records are accurate and are kept up-to-date
- To ensure customer accounts are maintained accurately, including delivery addresses
- Taking credit card payments and liaising with the Accounts department

**Customer Complaints and Compliments**
- Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction
- Responding appropriately and sincerely to all customer complaints and compliments.
- Reporting all issues that hinder the delivery of excellent Customer Service to the Care Centre Manager or Senior Customer Service Advisor, in their absence
- Record all customer complaints and compliments.

**Other**
- To attend relevant training courses, keeping own knowledge of the business, products and processes up to date
- To maintain a professional image of the company at all times, demonstrating a can-do approach to both customers and colleagues.
- To adhere to customer confidentiality policies
- To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
- To be responsible for your own health and safety and that of your colleagues, in accordance with 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 as a Customer Service Advisor
- Friendly personalit