At Eakin Healthcare we put our patient at the heart of everything we do.
Fifty years ago, it all started with one man’s mission: pharmacist, Tom George Eakin. He saw his patients struggling with leaking urostomy pouches and decided enough was enough. He got to work and formulated what would become the game-changing, eakin Cohesive® seal.
Fast forward to today, and we’re still keeping it in the family. We’ve grown a lot since then, both organically and through acquisitions. We now have a team of over 700 colleagues across three manufacturing sites and 12 sales and distribution centres. We’re making a difference in three therapeutic areas:
1. Ostomy
2. Respiratory
3. Surgical
We’re proud to export our innovative products to over 60 countries through a network of 40 distributors plus our own offices in Japan, The Netherlands, France, Germany, Belgium and Luxemburg.
We’re good at what we do – come and join us!
ABOUT THE ROLE
As a Customer Service Advisor you will 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.
KEY ACTIVITIES
4. Prescription Processing
5. Inbound Customer Contact
6. Proactive Order Delivery Monitoring
7. Product & Account Administration
8. Customer Complaints and Compliments
Other
9. To attend relevant training courses
10. To adhere to the company’s Equal Opportunities policy and Dignity at work policy
11. To adhere to the company’s’ Health and Safety policy
12. To adhere to the company’s Quality policy and Environmental policy
13. To undertake other duties as may be reasonably required
KEY SKILLS
Essential
14. Previous experience working in Customer Service
15. Friendly personality with a “can-do” attitude
16. The ability to work as part of a small team with limited direct supervision.
17. The ability to handle queries professionally and efficiently with sensitivity
18. The ability to deliver a high-quality service
19. Conscientious and able to act proactively
Desirable
20. Previous experience in the healthcare sector
21. Experience of promoting products and services to existing and potential customers
KEY WORKING RELATIONSHIPS
Internal
22. To liaise with warehouse and Courier service to meet the needs of the customer
23. Good communication with Key Account Director and Territory Managers
24. Escalate customer dissatisfaction to the Customer Experience Manager
25. Point of contact for interdepartmental requests e.g. Accounts
External
26. Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals
27. To attend exhibitions, and open days as and when required
ADDITIONAL INFORMATION
28. Blended home/office working shifts available
29. 5 hours a day between the hours 8:00 -17:00 on a shift rotation
30. 1 in 8 Saturdays 8:30 – 12:30
31. Total 38 hours a week
32. Objective based bonus
33. 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 effectively 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.
Instils 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.