Customer Services Advisor - Bi-lingual (English and Welsh)

Customer Services Advisor – Bi-lingual (English and Welsh)

Location - Cardiff - Greypoint – CF14 5WF

Package

• Salary £19,380 gross per annum plus possible £750 time and attendance bonus.
• Pension
• 23 days holiday, plus bank holidays

Hours

• 37.5 hours per week between the hours of 8.00am to 5.00pm Monday to Friday as required to meet the needs of the business, with a 30 minute unpaid lunch break.
• Working Saturdays as required between the hours of 09:00am and 12.00pm
• Usual working hours will be 09:00am – 5:00pm, with a 30-minute unpaid lunch break.

About us:
Our Client is a family owned Company supplying medical devices with the Head Office being located in Cardiff. Our Client employs approximately 80 people in various sites across the United Kingdom in Cardiff, Ferndown, Larne, London, Manchester, Nottingham, Peterborough and Perth. Our clients customers range from large to small, the majority are individual patient customers who our client supply products to on a prescription basis through our Home Delivery Service.
Working very much like a pharmacy, our client is a nationwide Dispensing Appliance Contractor specialising in stoma care. Our client requests repeat prescriptions from GP Surgeries and then dispense prescription items to their customers all over the UK, sending the deliveries out by courier or by one of their company nurses.

Objective:
Reporting to the Customer Services Team Leader, this role is pivotal in ensuring our clients customers are provided with the best possible customer service. Communicating in English and, where required in Welsh, the role is responsible for positively enhancing customer satisfaction and contributing towards the success of the business.

Responsibilities:
Order Processing

• Answer customer calls promptly and professionally, accurately processing orders in accordance with Part IX regulations.
• To provide appropriate advice and support to customers, liaising with the SCN regarding any issues affecting the customer or their products.
• Regular orders are promoted and processed to maximise customer loyalty, making appropriate contact with customers to ensure we are dispensing within Part IX requirements.
• Proactively make outbound calls to maximise the number of new customers who use our service
• New patient information is processed accurately and first orders are dispensed within agreed timescales.
• First orders are followed up to ensure satisfactory service, confirming the details and method of reordering
• Process web orders and take payment, responding to any enquiries, delivery queries and resolving any issues

Retaining and Generating Business

• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly.
• New patient leads are generated and followed through to achieve targets.
• Product samples are accurately processed within agreed timescales.
• Product samples sent out are followed up on, discussing with the customer the suitability of the product to maximise sales.

Customer Complaints and Compliments

• Responding appropriately and sincerely to all customer complaints and compliments.
• Escalating customer service complaints to the Customer Services Team Leader where appropriate.
• Reporting all issues that hinder the delivery of excellent Customer Service to the Customer Services Team Leader.
• Record all complaints and compliments received.

Inter-departmental working and reporting

• Liaising with internal departments, including Customer Support Centres, Sales Team and Nursing Team, maintaining excellent interdepartmental working relationships, sharing best practice.
• Actively involved in continuously improving computer systems to drive through efficiency.

Other Duties

• To attend national exhibitions, local exhibitions and open days as required.
• To attend meetings at other locations as required.
• To attend relevant training courses, keeping own knowledge of the business, products and processes up to date.
• To assist with all other duties as and when required.
• To maintain a professional image of the company at all times, demonstrating a can-do approach to both customers and colleagues.