Customer Care Advisor – Medical Supplies

About the role

We’re looking for an experienced Customer Care Advisor with a passion to make a real difference. This role is pivotal in delivering a superior customer experience and transforming the lives of individuals living with acute and chronic continence conditions.

Key responsibilities

• Take inbound calls from patients, carers, GPs, GP surgeries and healthcare professionals.
• Manage customer accounts and orders, process and dispense paper and electronic prescriptions.
• Handle service and product complaints through to resolution.
• Make outbound calls to patients, GPs and healthcare professionals to focus on customer retention.
• Accurately input patient data and product requirements.
• Develop relationships with patients, sales team and healthcare professionals.
• Manage courier queries relating to deliveries and collections.
• Liaise with the warehouse team to ensure product fulfilment.
• Attend ongoing training on products, medical conditions, anatomy and physiology.
• Assist with product recalls and sort and file completed prescriptions for month‑end submission.

Required profile

• Experience dealing with customers via phone and e‑mail to resolve queries.
• Background in a high‑volume customer service environment.
• Good, clear, efficient and empathetic telephone manner.
• Professional ability to build appropriate relationships with customers and team members.
• Demonstrable problem‑solving and decision‑making abilities.
• Ability to remain calm under pressure and be results‑oriented.
• Adaptable, willing to take on new tasks and able to prioritize workload to meet deadlines.
• Attention to detail and consistent adherence to company standards, ethics and compliance.

What we offer

• Additional leave
• Casual dress
• Company events
• Company pension
• Health & wellbeing programme
• Life insurance
• On‑site parking
• Private dental insurance
• Private medical insurance
• Referral programme
• Sick pay