At a Glance
- Tasks: Provide top-notch customer support and ensure smooth order processing for healthcare products.
- Company: Join Eakin Healthcare, a family-owned leader in medical devices with a caring culture.
- Benefits: Enjoy 25 days holiday, health cash plan, and a blended working environment.
- Other info: Contract role with excellent career growth opportunities and a supportive team.
- Why this job: Make a real difference in patients' lives while developing your customer service skills.
- Qualifications: Experience in customer service and a friendly, proactive attitude are essential.
The predicted salary is between 25000 - 30000 £ per year.
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. This role is to provide the best possible customer service to our customers, contributing towards the success of the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a safe and timely manner. Reporting to the Care Centre Manager at our office in Peterborough, this Customer Retention & Support Advisor is to ensure all customer 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 Retention & Support 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. Please note this is a contract role covering a maternity leave.
Order Retention
- To contact customers monthly to ensure orders are confirmed and placed as needed.
- Working out the best order rotation in line with the customer requirements and expectation of delivery.
- Ensuring all customer tasks are adequately set up and actioned to maintain a good order flow.
- To maintain excellent product knowledge and to answer all enquiries regarding products.
- Using opportunities to highlight Group product where possible.
Customer Loyalty
- 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.
- To revisit customers classified as ‘lost’ to the service and gain commitment to return to regular ordering.
- To maintain excellent knowledge on the full Respond service and demonstrate key benefits well.
Customer Support
- Build meaningful working relationships with and to liaise with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
- Minimise the number of orders that are written off, within set KPIs, due to non‑receipt of prescriptions.
- Minimise the number of prescriptions returned and not paid by the PPA.
- Keep a fully traceable record of prescriptions received.
Customer Complaints and Compliments
- Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction.
- Responding appropriately and sincerely to all customer complaints and compliments.
- Reporting all issues that hinder the delivery of excellent Customer Service to the Customer Experience Manager.
- Record all customer complaints and compliments.
Other
- To attend relevant training courses, keeping own knowledge of the business, products and processes up to date; including completion of inhouse stoma and continence course.
- To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
- To be responsible for your own health and safety and that of your colleagues, in accordance with 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.
Key Skills
Essential
- Previous experience working in an Inbound & Outbound environment.
- Previous Customer Service experience.
- 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.
- 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.
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 and build strong relationships with GP surgeries to obtain the customers prescription before despatch of product.
Additional Information
- Blended home/office working shifts available.
- 7.5 hours a day between the hours 8:30 -17:30 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 required.
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.
- Instills 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.
Closing date: 2nd July 2026
Customer Retention & Support Advisor in Nottingham employer: Eakin Healthcare Group
Eakin Healthcare is an exceptional employer, offering a supportive and innovative work environment where employees are valued and empowered to make a difference in patients' lives. With a strong focus on employee wellbeing, generous holiday allowances, and opportunities for professional growth, our team in Peterborough thrives in a culture that prioritises collaboration and customer care. Join us and be part of a family-owned company recognised as one of the Best Workplaces in Healthcare, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Retention & Support Advisor in Nottingham
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Eakin Healthcare Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Eakin Healthcare Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Retention & Support Advisor in Nottingham
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Eakin Healthcare Group.
How to prepare for a job interview at Eakin Healthcare Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Eakin Healthcare Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Eakin Healthcare Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
