Customer Service Advisor

At Eakin Healthcare, we put patients at the heart of everything we do. We are a family-owned global medical device company with a proud heritage of innovation and care. We deliver innovative solutions across Ostomy, Respiratory, and Surgical therapies, along with our Respond home delivery service. Founded over 50 years ago, we now have a team of over 700 dedicated people across three UK manufacturing sites, 12 international sales and distribution centres and export to over 60 countries. We’ve been recognised as a Great Place to Work®! And we’re proud to be named among the Best Workplaces in Healthcare and Best Workplaces for Women.

At Eakin Healthcare, we’re united by one mission: working together to improve lives - just like we’ve been doing for over five decades.

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

ABOUT THE ROLE  

This role is based in our UK Service part of the business, Respond Healthcare.  For stoma and continence patients who need appliances dispensed with ongoing care, support and advice, our award-winning, confidential, stress-free Prescription Dispensing Service is committed to delivering the very best levels of customer care.  

Reporting to the Care Centre Manager at our office in Nottingham, this role is to ensure all customers orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.  

The Customer Service Advisor will handle all customer queries effectively and in a professional manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing towards the success of Respond Healthcare, growing the Respond business.  

KEY ACTIVITIES  

Prescription Processing

• Request and process all prescriptions accurately and on time.


• Liaise with GP surgeries and relevant parties on queries, corrections, urgent orders, and missing prescriptions.


• Reduce write‑offs due to non‑receipt and minimise returns from the Business Services Organisation.


• Prepare and submit prescriptions for payment accurately and promptly.


• Maintain full traceability of all prescriptions received.

Inbound Customer Contact

• Answer calls professionally and process all order types (prescription, cash sales, samples, TM orders).


• Maintain strong product knowledge and resolve product and delivery enquiries.

Outbound Customer Contact

• Regularly contact customers, following agreed schedules, to confirm and place orders.

Customer Loyalty

• Retain existing customers by identifying low‑usage customers and re‑engaging them.


• Encourage repeat use from new customers through proactive follow‑up.

Proactive Order & Delivery Monitoring

• Monitor courier deliveries, update customers, and resolve issues quickly.


• Contact new patients promptly to establish ordering patterns and follow up on new leads to meet targets.

Product & Account Administration

• Accurately create and maintain customer accounts and records, including delivery details.


• Take card payments and liaise with Accounts as needed.

Customer Complaints & Compliments

• Handle all complaints efficiently, ensuring customer satisfaction.


• Respond appropriately to feedback and escalate issues affecting service quality.


• Record all complaints and compliments accurately.

KEY SKILLS 

Essential  

• Previous experience working as a Customer Service Advisor. 

• Friendly personality with a “can-do” attitude. 

• The ability to work as part of a small team with limited direct supervision. 

• The ability to handle queries professionally and efficiently with sensitivity. 

• The ability to deliver a high-quality service. 

• Conscientious and able to act proactively. 

Desirable  

• Previous experience in the healthcare sector  

• Experience of promoting products and services to existing and potential customers 

KEY WORKING RELATIONSHIPS  

Internal 

• To liaise with warehouse and DPD to meet the needs of the customer. 

• Liaise with finance when handling cash sales. 

• Inform the Key Account Director and Territory Managers of any unusual events. 

• Escalate customer dissatisfaction to the Customer Experience Manager. 

• To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts 

External 

• Liaise with the Stoma Care Nurse & other healthcare professionals regarding any issues affecting our customers or their products and to ensure that new customers' orders are processed within agreed timescales. 

• To liaise with GP surgeries to obtain the customers prescription before despatch of product.  

To attend national exhibitions, local exhibitions, and open days as and when . 

ADDITIONAL INFORMATION 

• Blended home/office working shifts available. 

• 7.5 hours a day between the hours 8:00 -17:00 on a shift rotation. 

• 1 in 8 Saturdays 8:30 – 12:30. 

• Total 38 hours a week. 

• Objective based bonus. 

• Occasional UK travel may be . 

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.