Contract Manager

At Eakin Healthcare, care is at the heart of everything we do.

We are a family-owned global medical device company driven by a simple vision: Where Care Leads, Hope Follows. For more than 50 years, we've been developing innovative healthcare solutions that make a meaningful difference to the lives of patients around the world.

Today, our team of over 700 colleagues operates across three UK manufacturing sites, 12 international sales and distribution centres, and exports to more than 60 countries worldwide. From market-leading Ostomy and Respiratory therapies to our trusted Respond home delivery service, we're committed to improving lives through innovation, quality and exceptional care.

ABOUT RESPOND

This role is based in our UK Service part of the business, Respond Healthcare. For stoma and continence 
patients who need appliances dispensed with ongoing care, support and advice, our award-winning, 
confidential, stress-free Prescription Dispensing Service is committed to delivering the very best levels of 
customer care.

We don't just care for the people who use our products and services, we care for our colleagues too. That's why we're proud to be recognised as a Great Place to Work®, creating an environment where people can thrive, grow and make a real impact.

If you're looking for a career with purpose, where your work matters and your contribution is valued, we'd love to hear from you.

WHY JOIN US?

We’re good at what we do – come and join us and you can benefit from:

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards
• Free Parking

JOB OVERVIEW

Job Title:  Customer Service Advisor (1 position available)

Reporting to: Care Centre Manager

Hours per week: 38

Shift hours: 7.5 hours a day between the hours 8:30 -17:30 on a shift rotation. 1 in 8 Saturdays 8:30 – 12:30.

Travel: Occasional UK travel may be required.

Direct Reports: None

JOB PURPOSE

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. As a Customer Service Advisor you will handle all customer queries effectively and in a professional manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers 
which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing 
towards the success of Respond Healthcare, growing the Respond business. 

KEY RESPONSIBILITIES

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, liaising 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, due to non-receipt of prescriptions.
• Prepare prescriptions for payment, completing required administration accurately and submitting to 
the Business Services Organisation in a timely manner.
• Minimise the amount of prescriptions returned and not paid by the Business Services Organisation.
• Keep a fully traceable record of prescriptions received.

Inbound Customer Contact:
• To answer customer telephone calls promptly and professionally and to accurately process all orders 
including customer orders via prescription, cash sales, product sample orders and Territory Manager 
orders.
• To maintain excellent product knowledge and to answer all enquiries regarding products.
• To resolve any customer queries regarding delivery.
Outbound Customer Contact
• To contact customers regularly, as per agreed frequency with the customer, to ensure orders are 
confirmed and placed as needed.

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.
• Ensuring new patients are contacted at the earliest convenience, once they have been referred, to 
confirm an ongoing ordering pattern.
• Ensuring new patient leads are generated and followed through to achieve targets.

Product & Account Administration:
• Responsible for accurately inputting data to create new customer accounts in accordance with 
procedures.
• To ensure all records are accurate and are kept up-to-date.
• To ensure customer accounts are maintained accurately, including delivery addresses.
• Taking credit card payments and liaising with the Accounts department.

Customer Complaints and Compliments:
• Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively 
ensuring total customer satisfaction.
• Responding appropriately and sincerely to all customer complaints and compliments.
• Reporting all issues that hinder the delivery of excellent Customer Service to the Care Centre Manager 
or Senior Customer Service Advisor, in their absence.
• Record all customer complaints and compliments.

Other:
• To attend relevant training courses, keeping own knowledge of the business, products and processes 
up to date
• To maintain a professional image of the company at all times, demonstrating a can-do approach to 
both customers and colleagues.
• To adhere to customer confidentiality policies
• To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to 
actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the 
company’s’ Health and Safety policy.
• To adhere to the company’s Quality policy and Environmental policy.
• To undertake other duties as may be reasonably required. 

AS A SUCCESSFUL CANDIDATE YOU’LL HAVE:

Essential

• Previous experience working as a Customer Service Advisor.
• Friendly personality with a “can-do” attitude.
• The ability to work as part of a small team with limited direct supervision.
• The ability to handle queries professionally and efficiently with sensitivity.
• The ability to deliver a high-quality service.
• Conscientious and able to act proactively.

Desirable

• Previous experience in the healthcare sector 
• Experience of promoting products and services to existing and potential customers

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

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations.

The closing date for applications is: 2nd September 2026

Equality, Diversity & Inclusion

We are committed to equality, diversity, and inclusion and welcome applications from all qualified candidates. We value different backgrounds, experiences, and perspectives and are dedicated to providing equal opportunities for all.

Early Closure Statement

We reserve the right to close this vacancy early if we receive a high volume of applications, so we encourage early submission.

Right to Work in the UK

Please note that Eakin Healthcare is unable to provide sponsorship for this role. Applicants must have the legal right to work in the UK at the time of application.