Customer Care Advisor

Clinisupplies is a leading UK-based manufacturer and supplier of medical appliances specialising in bladder and bowel products for managing acute and chronic conditions. We also offer a portfolio of bandages and garments for the treatment of wounds and chronic skin conditions. Employing over 800 people in the UK, China and India, we supply our products to the NHS and deliver direct to patients’ homes through Nightingale Home Delivery, our dispensing appliance contractor.

Clinisupplies is focused on developing products which are simple and discreet to use. Our product development team works with clinicians and patients to develop a strong product pipeline to be manufactured at its CA, CE, ISO, US FDA approved facilities.

At Clinisupplies, we want to make a difference in healthcare, that means understanding our customers’ needs and delivering on their biggest priorities. We recognise that the NHS needs to offer quality of care and save money – that’s why Clinisupplies offers products that are designed to deliver value to customers. We put people living with bladder and bowel conditions at the heart of everything we do. From dedicated specialist nurses, superior customer service and product support to discreet and sustainable home delivery. We believe no-one should ever miss out on life because of a health condition. We’re here to help people live more freely.

Role summary

As a Customer Care Advisor, you will use our omnichannel service to register new customers, place orders, and answer order related queries. You will also play a role in processing and approving prescriptions as well as answering inbound and outbound calls in our Contact Centre.

Key Responsibilities

Reporting directly to the Contact Centre Manager you will be:

• Answering inbound calls from customers and Health Care Professionals (HCP’s)

• Making outbound calls to welcome new customers to the Home Delivery Service

• Making outbound courtesy calls to customers to place repeat orders

• Taking payments from customers for Prescriptions via inbound and outbound calls

• Registering new customers to the home delivery service using our internal databases

• Chasing GP Surgeries for outstanding customer Prescriptions by phone or email

• Reviewing and approving orders

• Managing various mailboxes

• Being a Subject Matter Expert in established field

• Reporting from various internal databases

• Adhering to weekly schedules

• Attending various meetings/performance reviews/huddles/workshops/webinars

• Updating internal databases, abiding by GDPR regulations

• Working collaboratively to ensure all Contact Centre service levels are achieved in line with agreed KPI’s

Experience Required

• Good literacy and numeracy to GCSE ‘O’ level

• Intermediate IT skills (Microsoft Office)

• Excellent organisation skills

• Ability to prioritise workload

• Good communication skills written and verbal

• Excellent telephone manner

• Excellent attention to detail

• Ability to use multiple systems at one time

• Can multi-task in a fast-paced customer service environment

• Positive ‘can do’ attitude

• Passion for Delivering Excellence in Customer Service

Clinisupplies is dedicated to the continuous development of our employees and offer excellent career prospects for the strong candidate. We also offer competitive terms and conditions. Clinisupplies Limited is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.