Senior Customer Services Advisor - Spoken Welsh language

Senior Customer Services Advisor - Spoken Welsh language
Reporting to: Customer Service Team Leader
Location: Cardiff, CF14 5WF.
Package:

• Salary - £22,000 per annum
• Potential - £1500 -Time and attendance bonus
• Holiday
• Pension

Hours of work:

• Monday to Friday between the hours of 8.00am – 5.00pm, 37.50 per week, with a 30-minute unpaid lunch break as required to meet the needs of the business.
• Working Saturdays as required between the hours of 9:00am and 12.00pm.
• Usual working hours will be 9:00am – 5.00pm.

Objective:
This role is pivotal in supporting the Customer Services Team Leader and the Customer Services Advisors to provide the best possible customer service to customers, contributing towards the success of the business.

Responsibilities:
Customer Services

• Ensuring customer orders are processed accurately and within the relevant timescales.
• Ensuring that the Goods Return policies, procedures and paperwork are adhered to.
• Ensuring Customer Services are fully trained and competent in generating and retaining new business by actively promoting the HDS.

Home Delivery Service (HDS) and B2B
Order Processing

• Outbound calling potential new customers to maximise new patients.
• Process inbound calls during busy periods.
• Repeat orders are promoted and monitored to maximise customer loyalty.
• Ensuring B2B, NHS, Wholesalers and DAC orders are processed accurately and within the relevant timescales.
• 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.
• Monitoring back orders and ensuring all parties are kept informed and alternatives are offered where appropriate.
• Ensuring all prescription processes are performed in accordance with Clinical Governance and Part IX regulations.

Staff Management, Training and Development
In the absence of the Customer Services Team Leader:

• Customer Services staff are fully trained in all products and can competently promote products and accessories to patients when appropriate.
• All Customer Services staff are trained to the level of competency required in order to perform their Home Delivery Service duties, e.g. BHTA Stoma and Continence Customer Support course and the IG regulations followed.
• All customer communication channels are monitored and customers are responded to within agreed timescales.
• Customer data is maintained accurately and kept up to date and relevant.

Retaining and Generating Business

• New patient leads are generated and followed through to achieve targets.
• Monitoring the ‘patient loyalty programme' and ensure all new patients are contacted within the relevant timescales.
• All Customer Services staff are trained and coached on maximising every opportunity to promote, and encouraging customers to join, the Respond Home Delivery Service.
• 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.

Purchasing

• Where applicable, working with the Purchasing and Logistics Manager, ensure stock is purchased within agreed timescales and at the most beneficial discounts available. Ensuring prompt return and credit of competitor stock that is no longer required.
• Pricing data is maintained accurately and kept up to date and relevant.

Customer Complaints and Compliments
In the absence of the Customer Services Team Leader

• Responding appropriately and sincerely to all customer complaints, taking escalated calls and ensuring all customers receive a written apology where appropriate.
• 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.
• Maintaining accurate records and reporting on trends of customer complaints.

Inter-departmental working and reporting

• Liaising with internal departments, including Respond 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.
• Maintaining accurate Management Information and reporting to your Team Leader within the agreed timescales.
• Responsible for sales and nurse's communication and for dealing with their requests.

Other Duties

• To attend all national exhibitions, local exhibitions and open days as required.
• To attend meetings at other locations as required.
• To attend training courses for continued progression within the role.
• Any other duties as required.

Preferred Skills

• Spoken Welsh language.
• Excellent Customer Service Management skills.
• Flexible attitude.
• Excellent telephone etiquette.
• PC Literate.

Personal Attributes

• Excellent interpersonal skills.
• Compassionate personality
• Caring and able to build a lasting rapport with customers.
• Ability to think on your feet quickly.

Applications
If you wish to apply for the position, please submit your CV online no later than 25th August 2017.