Customer Service Advisor

As a Customer Service Advisor, you will be the first point of contact for customers, delivering professional, friendly, and efficient service over the phone and via email. You will handle a variety of customer enquiries, resolve issues, and provide solutions that enhance customer satisfaction and loyalty. This role requires resilience, attention to detail, and a proactive approach to ensure an exceptional customer experience. The position is fast-paced and demands strong problem-solving skills, effective communication, and the ability to manage multiple tasks efficiently

Key Responsibilities

• Manage incoming calls and emails from clients and health care professionals.
• Process incoming prescriptions and manage electronic prescriptions (EPS) orders.
• Maintain external communication from clients and healthcare professionals, including Web Orders, My Pen and Caring.
• Call GP surgeries to request outstanding prescriptions and follow up on orders
• Register new clients onto our system, and process sample orders
• Update client records, including cutting templates when needed.
• Track missing deliveries and arrange returns or collections
• Handle complaints. Resolve straight forward issues and escalate more complex cases to a Team Leader when necessary
• Work towards KPIs including quality scores, efficiency, and customer satisfaction, with clear performance expectations set by the business
• Keep client information confidential and follow all NHS guidelines, laws and company policies
• Carry out any other tasks asked by your Team Leader/Manager

Skills

• Ability to engage with customers over the phone in a friendly respectful tone
• Proven ability to handle customer inquiries with patience and empathy
• Take initiative, work independently and stay focused without needing supervision
• Self-driven to do your best and always look for ways to improve
• Ability to multitask and stay on top of deadlines and focus on what’s important to get the job done efficiently
• Display resilience whilst working proactively with others, supporting your team, and communicating clearly to complete tasks to a high standard
• Strong attention to detail, ensuring accuracy when processing orders, prescriptions, and updating client records

Experience

• You have experience working in a fast paced, high volume customer service role, where delivering excellent service and managing multiple tasks was a key part of your job.
• Experience handling phone-based customer service is desired but not essential
• You are comfortable using various computer systems and software, with the ability to learn new tools quickly

What we offer

• 5% employer pension contribution   
• Life Insurance cover worth 10x your annual salary (subject to T&C’s of policy)
• Salary Sacrifice  
• Private healthcare options including for family members    
• Access to "fittle-perks"- our reward platform full of discounts and wellbeing tools    
• 25 days holiday plus bank holidays, with the option to buy and sell extra days   
• 1 "Me Day" and 1 paid Volunteer Day every year   
• Support for families, including enhanced family- friendly policies    
• Employee Assistance Programme for everyday support   
• Refer a friend scheme if you bring great people into the team    

About us
Our ambition is to double the number of lives we impact, while making life more rewarding and dignified for the people who use our products and services. To achieve this, we focus on attracting, developing, rewarding and retaining great people, and on creating a high‑performing, inclusive working environment. 

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC), providing a discreet and reliable home dispensing service to more than 60,000 clients across the UK. We support people with a wide range of needs, including a cut‑to‑fit stoma product customisation service, ensuring care is tailored to each individual. 

We are part of the wider JDS Family and are continuing through a period of rapid growth and transformation. Our services are delivered through a dedicated Customer Service Team and 38 dispensing centres nationwide. 

At the heart of Fittleworth are our 360 employees, who live and breathe our core principles and proudly carry forward the Schneider legacy.