At a Glance
- Tasks: Deliver exceptional customer service and support patients and trade customers.
- Company: Join a family-owned global medical device company with a proud heritage.
- Benefits: Enjoy 25 days holiday, health cash plan, and blended working options.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Make a real difference in healthcare while building strong relationships.
- Qualifications: Previous customer service experience and excellent communication skills required.
The predicted salary is between 28000 - 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. We’re good at what we do – come and join us!
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
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
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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Cardiff
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Eakin Healthcare. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Eakin Healthcare before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor in Cardiff
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Eakin Healthcare:Your cover letter is your chance to shine! Tell us why you want to work at Eakin Healthcare specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Eakin Healthcare!
How to prepare for a job interview at Eakin Healthcare
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
