Customer Service Advisor

Job Description

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.

We’re good at what we do – come and join us!

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

As part of the Eakin Trade Team, you will play a key role in supporting the success of the business by delivering exceptional customer service, consistently exceeding customer expectations, and ensuring their needs are met safely, accurately, and in a timely manner.

Reporting to the Senior Customer Service Advisor, you will be responsible for ensuring customer orders are processed accurately, efficiently, and in compliance with all relevant regulations. You will monitor orders through to successful delivery, ensuring they are fulfilled within agreed timeframes and to the highest standards of customer service. In this role, you will engage directly with individual patients, trade customers, and business partners across the UK, Ireland, and international markets, building positive relationships and providing exceptional support throughout the customer journey.

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


• To manage and process international customer orders

Outbound Customer Contact

• 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

Other

• To attend relevant training courses

• To adhere to the company’s Equal Opportunities policy and Dignity at work policy


• To adhere to the company’s’ Health and Safety policy


• To adhere to the company’s Quality policy and Environmental policy


• To undertake other duties as may be reasonably required

WHAT WE’RE LOOKING FOR

Essential

• Previous experience working in Customer Service


• Friendly personality with a “can-do” attitude


• Easily builds rapport, demonstrates empathy and builds relationships


• Ability to demonstrate excellent written, spoken and listening communications skills


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


• Attention to detail and accuracy in recording data


• Experience of using own initiative to exceed targets


• Knowledge of Microsoft packages, such as Word and Excel

Desirable

• Previous experience in the healthcare sector


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

KEY WORKING RELATIONSHIPS

• To work as part of the Eakin Trade Team


• To liaise with warehouse and Courier service to meet the needs of the customer


• Area Sales Managers


• 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

• Individual patient customers


• Stoma Care Nurses


• Trade Customers


• To attend exhibitions, and open days as and when required

ADDITIONAL INFORMATION

• Blended home/office working shifts available


• 7.5 hours a day between the hours 8:30 -17:00


• Total 37.5 hours a week


• Objective based bonus


• Occasional UK travel may be required

ADDITIONAL INFORMATION

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: 24 July 2026

If we receive a high volume of applications, we may close this role earlier than planned.