We are currently recruiting for an Administration and Customer Care Assistant to join our UK Customer Care team The is a permanent, full time role and will be based at our UK head office in Crawley, West Sussex. The role is diverse with a focus on excellent administration skills and a high level of customer service. The successful candidate should be at ease with managing their own workload, prioritising effectively, and working to tight deadlines. The primary focus of this role is to deal with and handle customer queries, processing of orders both external and internal and to support the Office and Customer Service Manager, the UK and Irish Office, and the Sales Teams. Key Responsibilities: Customer Care Ensure that a consistently excellent level of administration & customer service is adhered to under high work demands. Processing customer orders and monthly stock/sample orders for internal teams Running and processing reports on a weekly/monthly basis Manage all customer care calls and assist with all inquiries regarding product information, availability, use instructions, issues, complaints etc. Providing first class customer service to existing, new and potential clients via the phone, email, and online chat – being comfortable to deal with customers on phone and email is an essential requirement. Customer / Client phone & web enquiries - maintain database, record messages, take orders and process Maintain good product knowledge. Work with Office and Customer Care Manager to route product complaints to Head of Operations and Quality & Regulatory Manager Supporting the Office and Customer Care Manager (UK), and lending support when required to the Office and Customer Care Manager (IRL). Support in handling customer queries, filing and logging complaints and investigating issues with partners to resolve complaints for our customers. Fielding all calls to the office and transferring/taking messages as necessary, picking up voicemails and passing messages to relevant party Office Support & Logistics Day to day office Operations – Sending out samples, packing up for large exhibitions, sending out customer orders, keeping the office organised. Organising & booking travel and meetings for UK employees. Booking couriers and organising collections from customers. Various other company ad-hoc jobs to support this fast based office environment. Ordering office consumables including stationery, kitchen/bathroom supplies etc. In-house meeting organisation including catering/refreshments. Post and courier management. Collect, scan, save, and forward applicable mail/information to Dublin. Liaising with other team members and co-ordinating Rep stock allocations from our warehouse. Team working To liaise effectively with Scope colleagues to maximise commercial effectiveness e.g., UK Optics Team. To liaise effectively with relevant third-party stakeholders to maximise commercial effectiveness. To proactively seek to share best practice with colleagues to implement best practice. To liaise with all Scope employees in a helpful and constructive manner as appropriate. To communicate regularly with other members of the Operations and Customer Care team To communicate regularly and clearly with the Customer Care Manager (UK) to keep them updated on all relevant ongoing tasks. Self-Development To proactively seek feedback from customers, colleagues, and management on personal performance, and to act on development areas highlighted by their response. To construct a personal development plan with significant guidance from line manager and to take personal accountability for implementing this plan. To continuously seek to improve personal skills, knowledge, and competencies to improve performance. To take part in all company training activities, and to continuously strive to excel. To work at communicating and building effective and beneficial relationships across the business. To proactively identify personal development needs or areas for improvement in performance and to approach the line manager for support. Administration & IT Skills Phone and email proficiency is essential Excellent MS Word, Excel and Outlook skills To build an understanding and ability to use all Company systems and business processes effectively. To maintain all company equipment in a good state always. Familiarity with a Customer Care software package a bonus. To complete all company administration in a timely and accurate fashion. Qualifications A-levels. Relevant Degree or qualification desirable. 3 years’ minimum customer service experience is essential. Knowledge and Experience Experience of Customer Service and Support. Able to work in a small team office environment. Ability to multi-task and manage completing priorities. Excellent attention to detail with an ability to remain focused on repetitive tasks. A real team player. Able to work on own initiative i.e., without constant supervision. Strong planning and organisational skills. A proven ability to manage conflicting priorities in busy office environment. Professional, approachable, and helpful style. Ability to work autonomously, and be capable of independently generating, prioritising, and handling own work. Works well with others and supports a team working environment by helping where needed Flexible and willing to work additional hours when required during busy periods. Pharmaceutical/medical device/optical/logistical background an advantage but not essential. Available to travel occasionally for company meetings in UK and to our office in Dublin. Able to work in a fast, dynamic, multicultural and matrix structure. Drive, energy, maturity, and ability to work under pressure and deliver results. A good sense of humour and a bright, enthusiastic personality. Ability to work remotely with other offices when required.