In this hybrid working role you will be accountable for answering inbound digital correspondence (Live Chat, email, efax, Salesforce Case) responding effectively and aligned to required key performance indicators (KPI’s) providing a great customer experience. There may be a proactive outbound call requirement to solve problems or escape queries. You will offer Live Chat remote support for customers and resolve problems as effectively as you can or triage to the appropriate department or local AAH branch for them to resolve. There will also responsibility for the AAH Social Media channels via Orlo to log complaints and manage any queries that come through Twitter and Linkedin.
Responsibilities
- Managing customer contact via Live Chat, email or efax and Salesforce to set objectives including order taking and problem solving.
- Logging queries, e‑returns and complaints on the database to ensure we achieve our target of 95 %+.
- Monitoring your own workload list of open queries, ensuring that serious complaints are investigated and closed effectively within specific timescales to avoid call breach.
- Understanding the role KPIs and delivering to these objectives.
- Ensuring that you remain up to date with all key company messages and e‑learning where required.
Benefits
- 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
- On‑site parking with excellent working conditions and transport links
Skills & Qualifications
- Good communication skills – oral and written
- Good problem‑solving skills
- Proactive, positive attitude
- Ability to prioritise and organise own workload
- Experience of customer service and complaint handling
- Experience working with Microsoft Word, Excel and PowerPoint
- Empathetic and understanding
- Take personal responsibility to understand the KPIs and your role in delivering the objectives
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 are an equal opportunities employer, committed to diversity and inclusion. 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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