Customer Service Advisor

Role Summary

You will be responsible for delivering a responsive, accurate and compassionate service to patients, carers and healthcare professionals across the UK. The role will be based at our Head Office in Nottingham where you will be required to build strong relationships and have frequent interaction with colleagues across all departments, including our field-based teams. Although we currently have a hybrid policy in place meaning staff can split their time between the office and working from home.

You will have a background in customer service and a track record of delivering on customer satisfaction. You will have the ability to multi-task and organise your workload and be confident in using and learning multiple systems at once. It would be highly desirable if you have experience of working in a medical or pharmaceutical environment and with sensitive information.

Key Responsibilities

• Provide a responsive and compassionate service to UK customers, supporting sales enquiries and offering clear, accurate information on products, pricing, and delivery options
• Accurately process customer orders across multiple channels (telephone, email, EDI and post) using SAP to manage standard and customised orders, invoicing, quotations, and maintaining up-to-date customer records
• Manage customer enquiries across phone, email, and web channels, including answering inbound calls, providing accurate information, and resolving queries at the first point of contact wherever possible
• Manage shared email inboxes, ensuring all communications are prioritised and responded to within agreed service levels
• Maintain accurate records of customer interactions, orders, and outcomes
• Manage the end-to-end order lifecycle, including resolving queries, issuing credit notes, coordinating returns and replacements, completing daily dispatch and invoicing, and supporting end-of-day operational procedures
• Deliver dedicated administrative and customer support to allocated Product Specialist(s), ensuring effective coordination and a seamless customer experience
• Handle customer complaints with empathy, professionalism, and urgency, ensuring all concerns are accurately recorded, thoroughly investigated, and resolved in collaboration with internal stakeholders, business leads, and relevant departments
• Maintain clear and timely communication with customers and stakeholders throughout the complaint and query resolution process, and elevate complex cases to relevant departments when necessary
• Manage and process orders using the NHS Ordering Portal in line with company procedures
• Work collaboratively across the wider organisation, including operations, field teams, and clinical colleagues, to build strong relationships and ensure joined up, patient centred service delivery
• Consistently deliver best in class customer service, demonstrating integrity, professionalism, and a commitment to going above and beyond for patients at every interaction
• Take ownership of personal development, continuously building knowledge of laryngectomy and tracheostomy care, products, and internal systems to enhance service quality
• Uphold and role model company values and behaviours, contributing positively to team culture and maintaining high standards of ethics and integrity in all aspects of the role

Skills and Experience

• Excellent communication skills, with a professional, empathetic and patient-focused approach
• Confidence and ability to work cross functionally with other teams in the business
• Highly organised and efficient
• Experience managing customer complaints and working with internal stakeholders to achieve resolution
• Excellent understanding of IT systems/packages including CRM and confident in using multiple systems at once. Knowledge of Salesforce is desirable but not essential.
• High level of attention to detail and able to adhere to strict processes and procedures
• Experience of working in a medical/pharmaceutical environment would be an advantage but not essential
• A proactive team player who contributes to team objectives and continuous improvement

What we can offer you

• Company Pension scheme
• 25 days annual leave, plus statutory bank holidays with the option to purchase more days
• Life Assurance