Customer Services Advisor - London NW9
Customer Services Advisor - London
Reporting to: Customer Service Team Leader
Location:
• 23 Heritage Avenue, London, NW9 5XY.
Package:
• Salary – £19,575 gross per annum
• Eligible to benefit from a £750 time and attendance bonus
• Pension
• Holiday
Hours of work:
• 37.5 hours per week between the hours of 8.00am to 5.00pm/08:00am to 4.00pm, Monday to Friday on a rotational basis, with a 30-minute unpaid lunch break.
Responsibilities:
Customer Loyalty
• Maximise the number of existing customers who continue to use our service by identifying customers who do not use our service regularly, making proactive contact to secure future orders.
• Maximise the number of new customers who use our service repeatedly, making proactive contact to secure future orders.
Proactive Order Delivery Monitoring
• Regularly review the status of courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer's satisfaction.
Customer Satisfaction and Complaints
• Reporting issues that affect excellent service delivery to the Home Delivery Manager, logging customer commendations and complaints, identifying trends and offering suggestions on how to continually improve our service.
Customer Service
• Answer customer telephone calls and emails promptly and professionally and to accurately process orders.
• Process orders in accordance with Part IX regulations.
• Monitor customer back orders and proactively communicate with customers when items are out of stock to offer alternatives where appropriate.
• Provide appropriate advice and support to customers and to identify opportunities to sample products where there is a need.
• Provide a warm welcome to customers and visitors who attend the office in person.
• 'Wow customers with the highest levels of customer service, ensuring customer loyalty and retaining business for the company.
• Sympathetically listen to customer comments of dissatisfaction and where possible offer an agreeable resolution. To escalate all unresolved complaints to the Customer Experience Manager.
• Keep a record of all complaints.
• Keep a record of all compliments.
• Accurately update and input Customer Data.
• Maximise every opportunity to promote our Home Delivery Service.
Prescription Processing:
• Ensure prescriptions are requested for all customer orders required on prescription.
• Process prescriptions in a timely manner, ensuring the prescriptions are fully examined for accuracy and endorsed appropriately.
• Build meaningful working relationships with and to liaise with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
• Minimise the amount of orders that are written off, within set KPIs, due to non-receipt of prescriptions.
• Prepare prescriptions for payment, completing required administration accurately and submitting to the PPA in a timely manner.
• Minimise the amount of prescriptions returned and not paid by the PPA.
• Keep a fully traceable record of prescriptions received.
• Identify trends in prescription-rework and suggest improvements to processes, where appropriate, to the Team Leader.
Drug Tariff
• To proactively keep fully up-to-date with changes to the Drug Tariff, using information to assist customers whose products are discontinued and to report on stock held.
• To ensure the correct Drug Tariff prices associated with the product record on our computer systems are maintained and kept up to date.
Stoma Care Nurse Liaison
• To liaise with the SCN regarding any issues affecting our customers or their products and to ensure that new customers' orders are processed within agreed timescales.
Other Requirements
• Maintain a professional image of the Company at all times, demonstrating a can-do approach to both colleagues and customers.
• Update spreadsheets, Company records and Customer Information accurately and in accordance with Clinical Information Governance.
• Attend relevant training courses and to keep own knowledge of our business, products and processes up to date.
• Fulfil all other required administration.
• Assist with all other duties as and when required.
The Person:
• Competent in English and maths, ideally with a Customer Services related qualification.
• Sound knowledge of Microsoft Office (Outlook, Word, Excel etc).
• Experience of delivering excellent customer service over the telephone and on a face-to-face basis.
• Experience of promoting products and services to existing and potential customers.
• Experience of working in a busy, multi-functional team.
• At least average for GCSE standard or equivalent.
• Ability to write clearly and concisely.
• Ability to communicate effectively, both written and orally.
• Ability to work accurately with detailed information and with attention to detail.
• Ability to use own initiative.
• Excellent interpersonal skills.
• Positive attitude.
• Customer driven.
• Conscientious and able to act proactively and with limited direct supervision.
• Reliable, discrete, able to prioritise and organise own work, able to work to deadlines.
• Professional appearance.
Our Mission Statement:
Respond Healthcare provides home delivery and support services to the stoma care community.
We will:
• Be independent, honest and informative.
• Be trustworthy, personal and discreet.
• Exceed our customers’ expectations.
• Build lasting relationships.
Our Values:
• Professional
• Friendly
• Reliable
Applications
If you wish to apply for this post, please submit your CV and a covering letter today.