Customer Service and Support Advisor

Location

Brighton

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Description

Purpose of the role:

To provide industry-leading service and support to Ashtons Customers and their representatives, in line with the company’s strategic pillars. To manage the processing of customer orders and enquiries received across a range of prescription and service types, via e-mail and telephone. To deliver outstanding service and maintain a professional approach whilst adhering to business operating procedures.

Principal Accountabilities

• To administer and process orders: confirm all the pertinent information is received to be able to progress the order; to chase for information required to progress the order and liaise with customers and internal departments as required
• To input data onto Ashtons administration systems ensuring accuracy of the highest levels are maintained.
• Prioritise workloads to ensure the Operations and Pharmacy teams are able to meet contracted delivery schedules.
• Ensure customers are advised and kept informed of issues or delays that may impact the prompt delivery of their orders.
• Respond to enquiries from customers, using the most appropriate and efficient method. Re-direct the query to the correct department and follow up to ensure the customer receives the correct information in a timely manner.
• Liaising with couriers, organising collections and deliveries and problem solving when necessary.
• To investigate issues and complaints in a proactive way ensuring the best possible outcome for the customer. Keeping the customer updated and ensuring all associated systems are updated in order to adhere to compliance requirements.
• Keep the visiting pharmacist and clinical supervisors informed of any complaints or problems relating to their sites.
• Ensure effective communication between departments to provide a seamless service to customers.
• To make recommendations for process and service improvement
  
  

General Duties And Accountabilities

• Collaborate with regulatory bodies during inspections and audits, implementing corrective actions as necessary
• Adhere to our company and external Health & Safety Standards; including taking reasonable care of your own health and safety and that of colleagues, cooperating with management and following instructions, completing the provided training, and prompt reporting of any hazards, illnesses or injuries
• Adhere to our company Data Protection procedures; including the completion of annual training, using the provided secure ways to handle and dispose of data, and prompt reporting of any suspected data breaches
• Help keep the business environment clean and tidy, be responsible for keeping own and surrounding areas clutter free, working within cleaning schedules as required
• Any other reasonable duties which may be required by management
• This job description is neither exhaustive nor exclusive and may be reviewed in the future depending upon operational requirements and staffing.
  
  

Required Skills

• Fluent in the English language
• Excellent customer service skills, and ability to solve problems
• Excellent attention to detail, including proof reading skills, with the ability to maintain a high level of accuracy
• Calm under pressure and skilled at prioritising conflicting priorities
• Excellent time management and organisation, with an independent work ethic
• Able to become familiar with company-specific programs and software
• Familiarity with MS Word, Excel and Powerpoint
• (Desirable but not essential) Experience within the pharmacy industry.
  
  

Key Relationships

• Customers
• Visiting Pharmacists
• IT team
• Prescription Services team
• Dispensary Services team