At a Glance
- Tasks: Deliver exceptional customer service and support clients through the Secure Start pathway.
- Company: Join a leading healthcare provider dedicated to client care and support.
- Benefits: Enjoy competitive salary, private healthcare, generous holiday, and family-friendly policies.
- Other info: Dynamic team culture with opportunities for personal and professional growth.
- Why this job: Make a real difference in clients' lives while developing your skills in a supportive environment.
- Qualifications: Strong customer service skills and experience in a high-volume environment required.
The predicted salary is between 30000 - 40000 £ per year.
The Role
The Senior Customer Service Advisor is responsible for delivering exceptional customer service to clients and healthcare professionals, fostering strong relationships through the Secure Start at Fittleworth pathway.
This role involves proactive inbound and outbound communication via phone and email to support and educate clients and healthcare professionals on Hollister and Dansac products for Ostomy and Continence Care.
The advisor will guide customers through the Secure Start process, ensuring a positive experience and promoting product and service knowledge.
Key Responsibilities
- Manage inbound and outbound calls and emails for clients and healthcare professionals.
- Place outbound calls to surgeries for outstanding prescriptions and chase prescriptions for pending orders.
- Register new clients to Fittleworth and Secure Start.
- Proactively follow up with patients experiencing issues or concerns, providing support and advice in conjunction with the Clinical Team.
- Make outbound Secure Start calls in accordance with the pathway, logging all patient interactions and updates accurately in the relevant CRM system.
- Provide confident and accurate product education across the Hollister and Dansac ostomy and continence ranges, supporting clients with product selection, usage guidance and appropriate switches where beneficial.
- Capture client concerns regarding product range and delivery service, ensuring timely follow-up.
- Process sample orders for Fittleworth and Secure Start clients.
- Update client cutting templates as needed.
- Monitor and complete daily workloads within SLA.
- Ensure compliance with Data Protection (GDPR) requirements, maintaining accurate records and obtaining consent for contact.
- Follow CQC guidelines to protect all data held that refers to private and confidential patient details.
- Ensure that your stoma, urology and product knowledge are kept up to date to ensure that relevant and accurate advice is given to resolve patient issues where appropriate.
- Perform any other reasonable duties as requested by your supervisor, Department Manager, or Director.
Skills and Experience
- Excellent customer service and telephone skills.
- Self‑motivated with strong determination to succeed.
- Ability to multi‑task in a high‑volume environment.
- Enthusiastic and reliable team player.
- Highly organised with strong prioritisation skills.
- Excellent written and verbal communication skills.
- Ability to manage a large workload under pressure.
- Fluent in English (written and verbal).
- Demonstrates
- Bold Behaviours
, accountability, and ownership.
- Previous experience of working in high‑volume customer experience environment.
- Proficient in all Microsoft applications including but not limited to Dynamics CE, Teams, Outlook, Excel and Word.
- Behavioural Competencies
- Empathy & Compassion: Understand and respond to client needs with sensitivity and care.
- Resilience: Maintain professionalism and positivity under pressure and in challenging situations.
- Adaptability: Adjust quickly to changing priorities, processes, and client requirements.
- Collaboration: Work effectively within a team and with external partners to achieve shared goals.
- Problem‑Solving: Identify issues proactively and implement practical solutions.
- Attention to Detail: Ensure accuracy in data entry, prescription processing, and client communication.
- Integrity: Uphold confidentiality and compliance with GDPR and company policies.
- Customer‑Centric Mindset: Prioritize client satisfaction and deliver a seamless experience.
What we offer
- Life Insurance cover worth 10x your annual salary (subject to T&C of policy)
- 8.5% employer pension contribution
- Salary Sacrifice
- Private healthcare options including for family members
- Access to "fittle-perks" – our reward platform full of discounts and wellbeing tools
- 25 days holiday plus bank holidays, with the option to buy and sell extra days
- 1 "Me Day" and 1 paid Volunteer Day every year
- Support for families, including enhanced family‑friendly policies
- Employee Assistance Programme for everyday support
- Refer a friend scheme if you bring great people into the team
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Senior Secure Start Customer Service Advisor in Littlehampton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novatech Ltd. 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 Novatech Ltd 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 Senior Secure Start Customer Service Advisor in Littlehampton
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 Novatech Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Novatech Ltd 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 Novatech Ltd!
How to prepare for a job interview at Novatech Ltd
✨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.
