Xeal Pharma Ltd is a specialist pharmaceutical manufacturer supplying high-quality medicines to pharmacies, hospitals and healthcare providers. We operate in a regulated, GMP-compliant environment and are committed to patient safety, quality and excellent customer care.
Job Overview
We are seeking a dedicated and personable Customer Service Assistant to join our team. As a Customer Services Assistant, you will be the first point of contact for our customers. You will handle enquiries, process orders and support the smooth, compliant flow of products to our customers – helping to ensure patients receive the medicines they need, on time.
Duties
- Receiving customer orders via email and checking the correctness of batch sheets and order details.
- Responding to customer enquiries by phone and email, providing clear and accurate information about products, services, policies and procedures.
- Handling issues and complaints in a professional and empathetic way, escalating complex queries to the relevant department.
- Processing orders and returns accurately and efficiently.
- Checking the legal status of customers using professional databases and arranging credits where appropriate.
- Advising customers on availability and expected delivery times.
- Passing technical product queries to the Quality Manager on duty.
- Reviewing orders for ingredients/outsourced items and chasing any delays with suppliers or internal teams.
- Ensuring GMP principles and QMS procedures are followed at all times.
- Reporting any discrepancies or concerns to the Quality Manager on duty.
- Participating in training and engaging in continuous personal development.
Requirements
Essential:
- Good standard of education, including GCSE English and Maths (grade 4/C or above).
- At least 2 years\' experience in a customer service role (phone and email-based).
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict resolution skills.
- Comfortable working in a fast-paced environment with a high volume of enquiries.
- Confident using Microsoft Office and customer service systems (e.g. CRM, email).
Desirable:
- A minimum of 6 months\' experience in a GMP pharmaceutical facility or other pharmaceutical environment.
- Knowledge of GMP and QMS.
Personal qualities:
We are looking for someone who:
- Remains calm, professional and solutions-focused under pressure.
- Has a genuine patient-first mindset, understanding the impact of their work.
- Has high attention to detail and accuracy in all documentation and communication.
- Works collaboratively with colleagues across departments.
- Shows ownership, initiative and curiosity, and is willing to learn.
- Demonstrates integrity, resilience and adaptability.
- Communicates with empathy and clarity.
- Respects and follows GMP/QMS and compliance requirements.
What we offer
- Exposure to a regulated, EU-GMP environment.
- Training and development opportunities within a growing pharmaceutical business.
- The opportunity to contribute to patient care through high-quality customer service.
Job Types: Full-time, Permanent
Pay: From £12.50 per hour
Expected hours: 40 per week
Benefits:
- Free parking
- On-site parking
- Transport links
Experience:
- Customer service: 2 years (required)
Work Location: In person
