Personal Customer Advisor

**Job Role: Personal Customer Care Advisor**

**Function: Customer Care Centre**

**Salary: TBC Based on Experience**

**Hours: Mon - Fri 09.00 - 17.30**

**Reporting to: Contact Centre Team Manager TBC depending on vacancy**

**The Company**

Bullen Healthcare was established in 1858 and is a four generation, family run company dedicated to the provision of Stoma, Urology and Advanced Wound care products to Ileostomists, Colostomists and Urostomists throughout the UK. We provide a fully bespoke and personalized home delivery service for all of our customers, supplying an extensive array of Stoma products listed within the NHS Drug Tariff. Our 150 year history has taught us how important it is to ensure that all of our customers receive the highest level of service possible, and we recognize that our employees are of fundamental importance to our continuing success. We operate an open door policy in the business and encourage employees to raise any concerns they have informally. We look forward to working with you and we hope that you enjoy working for the Bullen Healthcare Group.

**Job Profile**

As part of the Customer Care team you will be responsible for speaking to patients on a monthly basis, completing stock checks and most importantly retaining your customers. You will deliver a personalised service to include the ordering of Medical Appliances and Medication. You may also be required to speak to surgeries to chase up prescription requests.
- Manage workload to ensure all patients are contacted as per your diary schedule
- Ensure that all calls are completed to the highest possible standard in line with our quality monitoring
- Handle IB telephony queries
- Data entry (which may include first order for the patient)
- Meet individual daily targets as set by the business
- Flexible to change in order to meet business needs
- Work within regulatory and GDPR requirements
- Additional duties may be assigned or existing duties may alter
- Resilient and flexible in a demanding and fast paced environment

**Skills & Experience**
- Attention to detail
- Uses initiative and is accountable to take ownership and action
- Ability in adhering to internal and external policies and procedures
- Demonstrate ability to achieve in a target focused environment
- Effective communication and rapport building skills
- Use appropriate questioning and listening techniques
- Ability to identify own development needs
- Team player
- A “Can do” attitude and positive approach to receiving necessary feedback

Competencies Demonstrated in the following areas

**COMPETENCY**

**DESCRIPTION**

**CUSTOMER FOCUS**

Understands the importance of exceeding customer’s expectations to ensure their loyalty

**COMMUNICATION**

Delivers a clear message to their customers in an open, supportive and effective way

**PERFORMANCE**

Understands own goals and demonstrates ability to consistently work to targets

**WORKING RELATIONSHIPS**

Working co-operatively with others, to be a part of a team. Ability to work with all levels of the business

**RESILIENCE/CHANGE MANAGEMENT**

Remains focussed and self-controlled when dealing with change

**Job Types**: Full-time, Permanent

Pay: From £22,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Free flu jabs
- Free parking
- On-site gym
- On-site parking
- Referral programme

Schedule:

- Day shift

Supplemental pay types:

- Bonus scheme
- Performance bonus
- Yearly bonus

**Education**:

- GCSE or equivalent (required)

Work Location: In person

Reference ID: Personal Customer Advisor Liverpool