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 & Compassion: Understand and respond to client needs with sensitivity and care.
- Resilience: Maintain professionalism and positivity under pressure and in challenging situations.
- Adaptability: Adjust quickly to changing priorities, processes, and client requirements.
- Collaboration: Work effectively within a team and with external partners to achieve shared goals.
- Problem-Solving: Identify issues proactively and implement practical solutions.
- Attention to Detail: Ensure accuracy in data entry, prescription processing, and client communication.
- Integrity: Uphold confidentiality and compliance with GDPR and company policies.
- Customer-Centric Mindset: Prioritize client satisfaction and deliver a seamless experience.
About us
Our ambition is to double the number of lives we impact, while making life more rewarding and dignified for the people who use our products and services. To achieve this, we focus on attracting, developing, rewarding and retaining great people, and on creating a high‑performing, inclusive working environment.
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC), providing a discreet and reliable home dispensing service to more than 60,000 clients across the UK. We support people with a wide range of needs, including a cut‑to‑fit stoma product customisation service, ensuring care is tailored to each individual.
We are part of the wider JDS Family and are continuing through a period of rapid growth and transformation. Our services are delivered through a dedicated Customer Service Team and 38 dispensing centres nationwide.
At the heart of Fittleworth are our 360 employees, who live and breathe our core principles and proudly carry forward the Schneider legacy.
What we offer
- Life Insurance cover worth 10x your annual salary (subject to T&C’s of policy)
- 8.5% employer pension contribution
- Salary Sacrifice
- Private healthcare options including for family members
- Access to "fittle-perks"- our reward platform full of discounts and wellbeing tools
- 25 days holiday plus bank holidays, with the option to buy and sell extra days
- 1 "Me Day" and 1 paid Volunteer Day every year
- Support for families, including enhanced family- friendly policies
- Employee Assistance Programme for everyday support
- Refer a friend scheme if you bring great people into the team
