At a Glance
- Tasks: Support customers with medical product enquiries and ensure smooth order processing.
- Company: Leading organisation in the UK medical cannabis sector, focused on education and awareness.
- Benefits: Competitive salary, supportive environment, and opportunity for impactful work.
- Other info: Collaborative culture with strong teamwork and growth opportunities.
- Why this job: Join a mission-driven team and make a real difference in customer satisfaction.
- Qualifications: Experience in customer service, preferably in a regulated environment.
The predicted salary is between 30000 - 40000 £ per year.
About Us
We are a leading organisation in the UK medical cannabis sector, producing educational content, patient stories, and industry insights to raise awareness, reduce stigma, and support access to prescription cannabis. Our work spans podcasts, video interviews, educational series, and social media campaigns aimed at patients, clinicians, the general public and professionals.
Role Overview
As the Customer Service Representative you will support the supply of medical products to customers and pharmacies. The role involves handling enquiries, processing orders, and ensuring accurate and compliant communication. A strong understanding of regulatory standards such as GMP and product traceability is essential. The position requires close collaboration with departments including Production, Quality Assurance, and Logistics. Maintaining accurate records and supporting audit requirements is a key responsibility. The role may also involve managing product complaints and supporting recall processes. Success requires attention to detail, strong communication skills, and the ability to work effectively in a regulated, fast-paced environment.
Key Responsibilities
- Respond to customer enquiries via phone, email, and digital platforms in a timely and professional manner
- Process orders for medical products, ensuring accuracy and compliance with regulatory requirements
- Provide detailed information on products, availability, and delivery timelines
- Handle customer complaints, returns, and product issues in line with company procedures and quality standards
- Maintain accurate customer records and documentation to support audits and traceability
- Ensure compliance with Good Manufacturing Practice (GMP) and relevant healthcare regulations
- Liaise with internal departments such as Production, Quality Assurance, Logistics, and Regulatory Affairs
- Escalate quality concerns, adverse events, or product complaints appropriately
- Support product recall processes if required, ensuring clear communication and documentation
- Monitor order status and proactively communicate updates or delays to customers
- Assist with inventory checks and coordinate with supply chain teams to ensure product availability
- Meet service level agreements (SLAs) and performance targets
Skills & Experience Required
- Previous experience in customer service, preferably within a medical, pharmaceutical, or regulated environment
- Understanding of GMP and regulatory compliance (preferred)
- Strong communication and interpersonal skills
- High level of accuracy and attention to detail
- Ability to manage sensitive or compliance-related information
- Good organisational and time management skills
- Proficiency in CRM systems and Microsoft Office
Personal Attributes
- Professional and customer-focused approach
- High level of integrity and confidentiality
- Strong problem-solving and decision-making skills
- Ability to remain calm under pressure
- Detail-oriented with a focus on compliance and accuracy
- Adaptable and able to work in a fast-paced, regulated environment
- Team-oriented with strong collaboration skills
What We Offer
- Competitive salary and benefits package, commensurate with experience
- Opportunity to work closely to play a key role in shaping the customer services department
- A supportive and collaborative working environment with strong cross‐functional teamwork
- The chance to make a tangible impact on customer satisfaction.
Customer Service Representative in London employer: GROW® Group
As a leading organisation in the UK medical cannabis sector, we pride ourselves on fostering a supportive and collaborative work environment that empowers our employees to make a meaningful impact. Our Customer Service Representatives play a crucial role in ensuring customer satisfaction while benefiting from competitive salaries, comprehensive training, and opportunities for professional growth within a dynamic and regulated industry. Join us to be part of a team that values integrity, teamwork, and the importance of improving access to medical cannabis.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in London
✨Tip Number 1
Get to know the company inside out! Research our mission, values, and recent projects. This will help you tailor your conversations and show us you're genuinely interested in what we do.
✨Tip Number 2
Practice your communication skills! As a Customer Service Representative, you'll need to handle enquiries and complaints with ease. Role-play with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Be proactive during interviews! Ask insightful questions about our processes, especially around GMP and compliance. This shows us you’re serious about understanding the role and how you can contribute.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest can keep you fresh in our minds and demonstrate your enthusiasm for the position.
We think you need these skills to ace Customer Service Representative in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Service Representative role. Highlight your experience in customer service, especially in regulated environments, and show how your skills align with our mission in the medical cannabis sector.
Showcase Your Communication Skills:Since strong communication is key for this role, use clear and concise language in your application. Give examples of how you've effectively handled customer enquiries or complaints in the past to demonstrate your ability to communicate professionally.
Highlight Attention to Detail:We’re looking for someone who can maintain accuracy in a fast-paced environment. Mention any experiences where your attention to detail made a difference, whether it was in processing orders or ensuring compliance with regulations.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at GROW® Group
✨Know Your Stuff
Make sure you brush up on your knowledge of GMP and regulatory standards. Understanding these concepts will not only help you answer questions confidently but also show that you're serious about the role and its responsibilities.
✨Practice Makes Perfect
Rehearse common customer service scenarios, especially those related to handling complaints or processing orders. This will help you articulate your thought process during the interview and demonstrate your problem-solving skills.
✨Show Off Your Communication Skills
Since strong communication is key in this role, be prepared to showcase your interpersonal skills. Use examples from your past experiences where you effectively communicated with customers or collaborated with teams to resolve issues.
✨Be Detail-Oriented
Highlight your attention to detail by discussing how you've maintained accurate records or ensured compliance in previous roles. This will reassure the interviewers that you can handle sensitive information and meet regulatory requirements.
