Customer Service Advisor

About the role

Role is based in the UK Service part of Respond Healthcare. It involves dispensing and supporting stoma and continence patients with prescription dispensing, customer service, and ongoing care.

Key Responsibilities

• Ensure prescriptions are requested and processed accurately and in a timely manner, following regulatory requirements.
• Build and maintain relationships with GP surgeries and other parties to secure prescription information.
• Process prescriptions, examine for accuracy and endorse appropriately; minimise write‑offs and returns.
• Prepare payment for prescriptions and submit to Business Services Organisation accurately.
• Answer inbound customer calls promptly, process orders (prescription, cash sale, product sample, Territory Manager orders) and resolve delivery or product queries.
• Contact customers regularly as required to confirm orders and promote repeat service.
• Monitor courier deliveries, proactively communicating with customers to resolve delivery issues.
• Ensure new patients are contacted early, confirm ongoing ordering patterns and generate leads to achieve targets.
• Accurately input data to create and maintain customer accounts, keeping records current and correct.
• Process credit card payments and liaise with Accounts department.
• Handle customer complaints and compliments efficiently, record and report issues to management.
• Attend relevant training and complete in‑house stoma and continence course.
• Adhere to company policies on equal opportunities, dignity, health and safety, quality and environmental standards.
• Take on additional duties as reasonably required.

Key Skills

• Essential:
  • Previous experience as a Customer Service Advisor
  • Friendly personality with a "can-do" attitude
  • Ability to work in a small team with limited supervision
  • Ability to handle queries professionally and efficiently with sensitivity
  • Deliver high-quality service
  • Proactive and conscientious
• Desirable:
  • Experience in the healthcare sector
  • Experience promoting products and services to existing and potential customers

Key Working Relationships

• Internal: Liaise with warehouse and DPD, finance, key account director, territory managers, Customer Experience Manager, and Accounts.
• External: Liaise with Stoma Care Nurse, other healthcare professionals, GP surgeries, and attend exhibitions and open days.

Additional Information

• Blended home/office working shifts available.
• 7.5 hours a day between 8:30‑17:30 on a shift rotation.
• 1 in 8 Saturdays 8:30‑12:30.
• Total 38 hours a week.
• Objective based bonus.
• Occasional UK travel may be required.

Competencies

• Customer Focus – Building strong customer relationships and delivering customer-centric solutions.
• Manages Complexity – Making sense of complex, high quantity, and sometimes contradictory information to solve problems.
• Drives Results – Consistently achieving results, even under tough circumstances.
• Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
• Communicates Effectively – Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Instills Trust – Gaining the confidence and trust of others through honesty, integrity, and authenticity.
• Nimble Learning – Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Being Resilient – Rebounding from setbacks and adversity when facing difficult situations.

Benefits

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards
• Free Parking

The closing date for applications is 29 July 2026. If a high volume of applications is received, the role may close earlier.

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