Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Support customer needs and ensure timely order processing in a dynamic team environment.
- Company: Join a caring company focused on customer satisfaction and employee wellbeing.
- Benefits: Enjoy 25 days holiday, health cash plan, and flexible working options.
- Other info: Blended working shifts with opportunities for career growth and training.
- Why this job: Make a real difference in customers' lives while developing your skills.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 25000 - 32000 ÂŁ per year.
Why Join Us?
- 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
This role is to support Respond Prescription Dispensing Team and Eakin Trade Team. You will contribute 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 Cardiff, this Customer Retention & Trade 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. In this role, you will connect directly with individual patient customers through the Respond Prescription Dispensing Team as well as trade and business customers through the Eakin Trade Team. Your time will be scheduled by the Senior Advisors of both teams in accordance with business requirements.
Key Activities
- 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
- Outbound Customer Contact
- To contact customers monthly to ensure orders are confirmed and placed as needed.
- To liaise with GP surgeries to obtain the customers prescriptions
- 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.
- Prescription Processing
- Process prescriptions in a timely manner, ensuring the prescriptions are endorsed accurately
- Prepare prescriptions for payment, completing required administration accurately
- 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
- Inter-departmental Liaison
- To liaise with Territory Managers regarding Stoma Care Nurse stock box request
- To be the point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Warehouse, Accounts
- 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
Key Skills
- 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
- Internal
- To support the Respond Prescription Dispensing Team and Eakin Trade Team
- To liaise with warehouse and Courier service to meet the needs of the customer
- Good communication with 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
- GP Surgeries
- Trade Customers
- To attend exhibitions, and open days as and when required
Additional Information
- Blended home/office working shifts available
- 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 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.
- 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.
Customer Retention & Trade Advisor in Cardiff employer: Eakin Healthcare
Contact Detail:
Eakin Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Retention & Trade Advisor in Cardiff
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! You never know when you'll get a chance to introduce yourself. Keep it concise, highlight your relevant experience, and make sure to convey your enthusiasm for the role.
✨Tip Number 3
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral!
✨Tip Number 4
Don’t forget to follow up! After any interaction, send a quick thank-you note. It shows your appreciation and keeps you fresh in their minds as they make decisions.
We think you need these skills to ace Customer Retention & Trade Advisor in Cardiff
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Retention & Trade Advisor role. Highlight your customer service experience and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your excellent written and spoken communication skills. Use clear and concise language in your application to show us you can handle queries professionally and efficiently.
Highlight Your Attention to Detail: This position requires accuracy in processing orders and maintaining records. Make sure to mention any experiences where your attention to detail made a difference. We love candidates who can spot the little things that matter!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be one step closer to joining our fantastic team at StudySmarter!
How to prepare for a job interview at Eakin Healthcare
✨Know Your Stuff
Make sure you brush up on your product knowledge before the interview. Understand the services offered by the company and be ready to discuss how you can help meet customer needs effectively.
✨Show Off Your People Skills
Since this role is all about building relationships, be prepared to share examples of how you've successfully handled customer queries in the past. Highlight your friendly personality and 'can-do' attitude!
✨Be Proactive
Think about how you can go above and beyond for customers. During the interview, mention any experiences where you took the initiative to resolve issues or improve customer satisfaction.
✨Ask Smart Questions
Prepare a few thoughtful questions about the role and the company culture. This shows your genuine interest and helps you understand how you can contribute to the team’s success.