Customer Retention & Trade Advisor (Internal Only)

*THIS ROLE IS OPEN FOR APPLICATIONS FROM CURRENT EMPLOYEES OF EAKIN HEALTHCARE ONLY*

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.

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

ABOUT THE ROLE  

JOB OVERVIEW

Job Title: Customer Retention & Trade Advisor

Reporting to: Care centre Manager

Hours per week: 38

Shift Work: 7.5 hours a day between the hours 8:00 -17:00 on a shift rotation. 1 in 8 Saturdays 8:30 – 12:30

Travel: None

Direct Reports: None 

JOB PURPOSE

This role is to support Respond Prescription Dispensing Team and Eakin Trade Team. You will contribute towards the success of the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a safe and timely manner.

Reporting to the Care Centre Manager at our office in Cardiff, this Customer Retention & Trade Advisor is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. In this role, you will connect directly with individual patient customers through the Respond Prescription Dispensing Team as well as trade and business customers through the Eakin Trade Team. Your time will be scheduled by the Senior Advisors of both teams in accordance with business requirements.

KEY RESPONSIBILITIES

Inbound Customer Contact

• To answer, action and respond to customer contact received by telephone, e-mail, website, and letter in a professional and timely manner
• To resolve any customer queries regarding product delivery
• To maintain excellent product knowledge and to answer all enquiries regarding products
• To identify opportunities to increase sales

Outbound Customer Contact

• To contact customers monthly to ensure orders are confirmed and placed as needed.
• To liaise with GP surgeries to obtain the customers prescriptions
• Maximise the number of existing customers who continue to use our service by identifying customers who do not place regular orders, 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
• Keeping customers informed with regards to the status of their orders e.g backorders

Product & Account Administration

• Responsible for accurately inputting data to create new customer accounts in accordance with procedures
• To ensure all records are accurate and kept up-to-date
• Taking credit card payments and liaising with the accounts department

Customer Complaints and Compliments

• Ensure complaints relating to all areas of our business are dealt with efficiently and effectively, ensuring total customer satisfaction
• Reporting all issues that hinder the delivery of excellent customer service to the Customer Experience Manager

Prescription Processing

• Process prescriptions in a timely manner, ensuring the prescriptions are endorsed accurately
• Prepare prescriptions for payment, completing required administration accurately

Inter-departmental Liaison

• To liaise with Territory Managers regarding Stoma Care Nurse stock box request
• To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts

AS A SUCCESSFUL CANDIDATE YOU’LL HAVE:

Essential

• Previous experience working in Customer Service· Easily builds rapport, demonstrates empathy and builds relationships· The ability to handle queries professionally and efficiently with sensitivity.· Experience of using own initiative to exceed targets
  
• Knowledge of Microsoft packages, such as Word and Excel
• Attention to detail and accuracy in recording data
• Ability to demonstrate excellent written, spoken and listening communications skills
• Friendly personality with a “can-do” attitude

Desirable

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

*THIS ROLE IS OPEN FOR APPLICATIONS FROM CURRENT EMPLOYEES OF EAKIN HEALTHCARE ONLY*

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 learning fodder.

Being Resilient

Rebounding from setbacks and adversity when facing difficult situations.

The closing date for applications is: Wednesday 11 November at 4pm

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.