Prescription Email Administrator in Bath

*Prescription Email Administrator*
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*Salary: £25,651.69 (£12.25 p/h) per annum*
*Location: Keynsham, Bristol (site based)*
*About Pet Drugs Online*
As one of the UK’s biggest and most trusted suppliers of affordable veterinary medicines and pet products, our aim is simple – to provide the very best for the nation’s pets just as we do for our own. Not only are we one of the largest retailers of pet medications: we’re also part of IVC Evidensia, the UK and Europe’s largest veterinary group.
At Pet Drugs Online we’re striving to give our customers a fantastic experience and we recognise that our ability to do that rests with our greatest asset – our people. We feel personally invested in the continued success of the business and we aim to create a working environment that encourages you to feel the same way.
*About the role:*
The main purpose of the Prescription Email Administrator role is to support the daily queries from PDOL customers via our prescription email channel. There is a key focus on attention to detail to ensure we deliver the highest level of efficiency and customer service.
The desired candidate will demonstrate a friendly approach to ensure our customers receive a professional but personal service every time they interact with us.
_Main responsibilities:_
* Process incoming customer prescription queries
* Working closely with other areas of the customer service team to ensure high quality service across the department.
* Assisting our customers with any questions regarding there order or prescription.
* Dealing with Customer service refunds.
* Copying information accurately
* Identifying errors and potential fraudulent prescriptions
* Maintain thorough and accurate customer service records
* Working towards agreed KPI’s and SLA’s
* Work towards personal development plan goals and agreed objectives
_*The role is 40 hours per week, Monday – Sunday and will be based on site at our Keynsham offices. The working hours for this role are a weekly alternating shift pattern, working 08.00am - 16.30pm and 08.45am - 17.15pm.*_
_*This role will include occasional weekend and bank holiday working.*_
*What are we looking for?*
_Essential requirements:_
* Attention to detail
* Previous customer service experience
* Experience of working in an OMNI channel centre
* Appropriately resolve customer complaints
* Effective communication skills with internal and external customers
* Problem solving skills.
* Time management skills
* Experience of managing own performance against KPIs
* Driven by results and the delivery of a quality service
* Ability to role model our values and behaviors to customers
* Enjoy working within a fast-paced environment and adaptable to changing priorities
* Supportive and approachable nature
* Competent to work unsupervised but happy to work collaboratively as part of a team
*What We Offer:*
True to our values, we care about our employees and genuinely want our teams to have the best experience at work possible. You will work with our friendly teams in a dog-friendly office environment and have access to the following benefits:
* 5 weeks holiday (increasing with service) plus bank holidays
* Your birthday as a paid day off each year
* Discounts across most of our products together with discounted veterinary fees within IVCE practices - up to 50%!
* Bring your dog to work
* Company pension - Employee 5% / Employer 3%
* EAP and supportive wellbeing programmes
* Family friendly policies
* Access to our rewards platform where you can enjoy discounts with a wide variety of retailers
* Cycle to Work Scheme
* Employee engagement activities
* Healthcare Cash Plan
Please visit https://www.petdrugsonline.co.uk to find out more about us!
*Additional information:*
_Please don’t delay in submitting your application. Where roles are urgent or we receive a high volume of applications, we may interview and conclude the process prior to any closing date indicated._
For informal enquiries please contact our HR Team – *people@ petdrugsonline.co.uk*
We seek to attract, develop, and retain individuals from the widest possible talent pool and the broadest possible range of backgrounds. We are committed to building an inclusive working environment where all colleagues can thrive and reach their full potential.
Job Types: Full-time, Permanent
Pay: From £25,651.69 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Employee discount
* Free parking
* On-site parking
* Referral programme
* Sick pay
* Work from home
Ability to commute/relocate:
* Bristol BS31 2ED: reliably commute or plan to relocate before starting work (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person