About this role
Your Responsibilities
The following outlines the main duties associated with the role. It is not an exhaustive list, and additional tasks may be required.
Match prescriptions against consumer orders using internal systems, ensuring all products, quantities, and details are accurate before processingHandle inbound calls from GP surgeries, Centralised Prescribing Services, and consumers including order requests and registrationsMake outbound calls to consumers to provide updates on stock availability, confirm delivery details, and clarify prescription informationLiaise with GP surgeries and Centralised Prescribing Services via phone and email to request and obtain outstanding prescriptions as well as resolve discrepancies with prescriptions receivedAccurately update CRM systems (e.g. Salesforce and Prescription processing systems), ensuring exemption status and other key information is recorded correctlyProcess consumer orders with a high level of accuracyMaintain accurate and compliant consumer records in line with GDPR requirementsGenerate reports using internal databases and systemsWork collaboratively to meet Contact Centre service levels and KPIsAdhere to weekly schedules and attend required meetings, reviews, huddles, workshops, and trainingContribute to ad-hoc customer service or process-improvement projectsRepresent the company professionally, demonstrating a positive and customer-centric approach at all times
Your Profile
GCSE level literacy and numeracy (or equivalent)Intermediate IT skills, including proficiency in Microsoft OfficeHigh attention to detail and accuracyAbility to prioritise workload effectivelyExcellent telephone mannerStrong verbal and written communication skillsAbility to navigate and use multiple systems simultaneouslyComfortable working in a fast-paced customer service environmentPositive, proactive attitude with a passion for delivering outstanding customer service
Your Benefits
Company pension scheme to support your long-term financial wellbeingPrivate medical cover, helping you access healthcare when you need it28 days’ annual leave plus bank holidays, supporting a healthy work–life balance