Senior Secure Start Advisor

Helping people find jobs in the local area since 2008 Work setting In person / office based - Office Based 5 days per week Contract Permanent Hours Full Time- 37.5 Monday to Friday, Shifts between the hours of 8:00-18:00 on a rota basis 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