Overview
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) that provides a home dispensing service to over 60,000 clients across a wide range of products. Fittleworth offers a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide.
Role Summary
As a Customer Service Advisor you will provide a high level of customer service to clients and healthcare professionals, managing day‑to‑day customer service workflow and supporting the delivery of our service excellence.
Responsibilities
- Manage inbound and outbound calls and e‑mails for clients and healthcare professionals.
- Sort and process incoming prescriptions, manage EPS to create and complete client orders.
- Maintain external communication from clients and healthcare professionals via Web Orders, My Pen and Caring.
- Place outbound calls to surgeries for outstanding prescriptions and chase outstanding orders.
- Register new clients to Fittleworth and process sample orders.
- Update client cutting templates and track missing parcels, manage returns and collections.
- Log complaints as received and request support of the Team Leader to manage complex queries.
- Offer support and advice to fellow team members and work towards objectives to achieve set department KPI’s and personal development objectives.
- Maintain client confidentiality and ensure all services comply with current legislation, NHS guidelines and company policy.
- Continually look for and suggest ways to improve the service we provide to healthcare professionals and our mutual clients.
- Actively promote Fittleworth to internal and external customers, demonstrating the Values at all times.
- Advocate and adhere to all Health and Safety policies and lead by example.
- Adhere to all company policies, procedures and demonstrate positive behaviours.
- Perform any other reasonable duties as requested by your supervisor, the Department Manager or Director.
Skills and Experience
- Excellent customer service skills.
- Excellent telephone manner.
- Self‑motivated with determination to succeed.
- Ability to multi‑task in a high‑volume environment.
- Proactively collaborate with others.
- Organised and good at managing priorities.
- Previous experience in a high‑volume customer experience environment.
- Previous telephone experience desirable.
- Computer literate with working knowledge of MS Word, Excel, PowerPoint and Outlook.
Benefits
- Life Insurance Cover x10, Annual Salary (subject to T&C of scheme).
- Competitive full pension scheme of 8.5% employer contribution.
- Employee cost of private healthcare covered, option to add family members.
- A comprehensive, embedded Employee Assistance Programme.
- Access to the bespoke employee reward platform “Fittle‑perks”, providing discounts across major retailers and access to an online Wellbeing Centre.
- 25 days annual leave, bank holidays.
- 1 Me Day, 1 Volunteer day per annum.
- Enhanced support on family‑friendly policy.
About Us
Fittleworth Medical is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. We meet the diverse and individual needs of our clients through a cut‑to‑fit stoma product customisation service and a discreet home dispensing service delivered by a dedicated Customer Service Team.
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