About The Role
The Customer Experience Executive is aware that every touchpoint with AAH is a chance to make the customer experience remarkable, knowing that it will increase satisfaction, loyalty, and advocacy, and turn our customers into fans.
The Executive will embrace query escalation from our “first line of defence” (Contact Centres) so that they can take ownership of any customer dissatisfaction or concern and turn that into a positive customer experience, right through to resolution.
The role holder will take accountability, through to resolution, for customer queries that are assigned to them and will be aligned to a designated number of AAH Distribution Centres (DC’s), forming a crucial link between our customer and the AAH network, to understand and quickly resolve service-related issues and queries.
The Executive will also work hand in hand with their field‑based sales colleagues to ensure a unified approach to customer queries, ensuring that a positive customer outcome be utilised to perpetuate a beneficial commercial relationship.
Accountabilities
- Taking ownership and responsibility for the resolution of reported service issues impacting 3rd Party customers within the agreed deadline and always providing an update to the customer, both internal and external, until fully resolved.
- Fostering excellent relationships with your colleagues and the AAH DC network and maintaining these through regular contact, building a sound knowledge of the operational health of the business and understanding of how this relates to customer experience.
- Ensuring the maintenance of customer contact records using the Salesforce platform to include the type of issue reported, the action taken to address these and the status of each incident.
- Working collaboratively with the Customer Experience Manager to identify opportunities to improve customer experience either by taking action directly or providing recommendations to the Independent Senior Management.
- Ensuring all activities drive towards achievement of a set of customer‑orientated Key Performance Indicators in line with the delivery of the channel strategy.
Why AAH?
AAH are the leading medical supplier in the UK, we impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference.
We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods.
Our ability to shape the future of healthcare depends on the passion and hard work of our people.
- 25 days Plus Bank Holidays
- Company Sick Pay
- Pension Scheme
- Long Service Awards
- Death in Service
- Discounted Shopping Platform
- Employee Assistance Programme
- Excellent Career progression with full ongoing Support
- Onsite parking with excellent working conditions and transport links
About You
- Relevant experience within a customer service environment or similar
- Lives and breathes a customer first attitude with a passion for creating successful long‑term customer relationships
- Adaptable approach with the ability to manage complexity and deal with fast moving issues in real time
- Strong communication skills with the capability to engage customers and internal colleagues confidently and competently
- Be able to challenge others where necessary, in a constructive and professional manner
- Good knowledge of Microsoft Office applications
- Ability to share information in a clear and concise manner and can influence customers and colleagues where necessary
At AAH, you’ll be part of a team playing a vital role in one of the UK’s largest pharmaceutical and healthcare distribution networks. Every day, we make a difference in millions of lives by delivering lifesaving medicines from our network of branches to pharmacies, hospitals and GP practices across thousands of communities.
We operate with purpose and integrity, guided by our ICARE values, and are proud of the inclusive, collaborative culture we’ve built. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods.
As part of our commitment to responsible business practices, we’re actively working to reduce our environmental impact. From modernising our delivery fleet and optimising routes to minimising waste and improving energy efficiency across our operations, we’re supporting a more sustainable future for the communities we serve.
We are an equal opportunities employer, committed to diversity and inclusion. Our person‑centred approach to recruitment ensures a fair and welcoming experience, free from discrimination and bias. If you require any reasonable adjustments due to a disability or medical condition, please let our recruitment team know so we can support you throughout the process.
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