At a Glance
- Tasks: Provide exceptional customer service and support to patients in need.
- Company: Join Eakin Healthcare, a family-owned leader in medical devices.
- Benefits: Enjoy 25 days holiday, health cash plan, and blended working options.
- Other info: Flexible shifts with opportunities for training and development.
- Why this job: Make a real difference in patients' lives while growing your career.
- Qualifications: Previous customer service experience and a friendly, proactive attitude.
The predicted salary is between 24000 - 28000 £ 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
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. Reporting to the Care Centre Manager at our office in Peterborough, the Customer Retention & Support Advisor will 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.
KEY RESPONSIBILITIES
- Outbound Customer Contact - Order Retention
- Customer Loyalty
- Prescription Customer Support
- Customer Complaints and Compliments
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
- 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 Courier service to meet the needs of the customer
- Good communication with Key Account Director and Territory Managers
- Escalate customer dissatisfaction to the Customer Experience Manager
- Point of contact for interdepartmental requests e.g. Accounts
External
- Liaise with the Stoma Care Nurse, GP surgeries & other healthcare professionals
- 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 8:30 -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.
The closing date for applications is: 29 July 2026. If we receive a high volume of applications, we may close this role earlier than planned.
Customer Service Advisor in Peterborough employer: Eakin Healthcare
Eakin Healthcare is an exceptional employer that prioritises patient care and employee well-being, making it a fantastic place to work as a Production Operator. With a strong focus on innovation and a supportive family-owned culture, employees enjoy generous benefits such as up to 28 days of holiday, a health cash plan, and a comprehensive wellbeing programme. The company fosters growth and collaboration, ensuring that every team member contributes to improving lives while working in a safe and rewarding environment.
