Customer Service and Support Advisor in Falkirk

Purpose of the role: To service email and phone-based queries and offer first line support to customers, in relation to the Ashtons Liveview system. To triage second and third line support queries to the appropriate Ashtons team where required, and taking ownership of responding to customers. To support the wider Customer Service team in servicing customer orders and enquiries received from customers or their representatives via e-mail and telephone. The Service and Support Adviser will ensure they provide outstanding customer service, help and support their colleagues and maintain a professional approach whilst adhering to business policies.

Principal Accountabilities – Liveview support:

• Receiving inbound contacts in relation to Ashtons Liveview system and obtaining sufficient information from the customer to ideally resolve issues at first point of contact, and triaging of any unresolved queries to the appropriate Ashtons stakeholder group.
• Tracking all unresolved issues and queries and chasing up responses where required, and keeping the customer informed at every stage.
• Assisting Ashtons staff with Liveview queries and amendments where appropriate, with approval obtained from Clinical Supervisors as required.

Principal Accountabilities – Customer Service:

• Receiving inbound Customer Service contacts and liaising with customers to ideally resolve issues and fulfil orders at first point of contact, and triaging of any unresolved matters to the appropriate Ashtons stakeholder group.
• Ensuring company Standard Operating Procedures are followed at all times, observing the GPhC principals and standards and ensuring effective use of systems and technology.
• Process data from pharmacy order forms onto business software to ensure the Operations and Pharmacy teams are able to meet fulfil orders in line with contracted delivery schedules.
• Ensure customers are advised and kept informed of "owings" or any supply delays. Seek advice from Clinical Pharmacist of possible alternatives to offer the customer.
• Liaising with couriers, organising collections and deliveries and problem solving when necessary.
• 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.

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

Benefits:

• Day off on your birthday.
• Company pension after a 3-month qualifying period.
• Life Assurance.
• Income Protection.
• Health Care Cash Plan.
• Discounted gym membership.
• Prescription charge reimbursement.
• Employee assistance programme.
• Helpline counselling service.
• Long service awards.
• Yearly staff party.
• Company social events throughout the year.
• Car allowance if criteria are met due to regional travel to various sites.

Job Type: Full-time

Pay: Up to £27,500.00 per year

Ability to commute/relocate: Brighton BN1 3JD: reliably commute or plan to relocate before starting work (required)

Work authorisation: United Kingdom (required)

Work Location: In person