Job Description
At Eakin Healthcare, we put patients at the heart of everything we do. We are a family-owned global medical device company with a proud heritage of innovation and care. We deliver innovative solutions across Ostomy, Respiratory, and Surgical therapies, along with our Respond home delivery service. Founded over 50 years ago, we now have a team of over 700 dedicated people across three UK manufacturing sites, 12 international sales and distribution centres and export to over 60 countries. We’ve been recognised as a Great Place to Work®! And we’re proud to be named among the Best Workplaces in Healthcare and Best Workplaces for Women.
At Eakin Healthcare, we’re united by one mission: working together to improve lives - just like we’ve been doing for over five decades.
We’re good at what we do – come and join us!
WHY JOIN US?
We’re good at what we do – come and join us and you can benefit from:
-
Blended Working
- Bonus
- 25 days holiday plus bank holidays (rising to 28)
- Option to buy holiday days
- Wellbeing Programme
- Health Cash Plan
- Pension
- Life Assurance
- Enhanced Maternity/Paternity
- Cycle to Work Scheme
- Referral Scheme
- Long Service Awards
- Free Parking
ABOUT THE ROLE
This role is based in our UK Service part of the business, Respond Healthcare. For stoma and continence
patients who need appliances dispensed with ongoing care, support and advice, our award-winning,
confidential, stress-free Prescription Dispensing Service is committed to delivering the very best levels of
customer care.
This role is to provide the best possible customer service to our customers, contributing towards the success of
the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a
safe and timely manner.
Reporting to the Care Centre Manager at our office in Nottingham, this Customer Retention & Support Advisor
is to ensure all customer orders are processed accurately and monitored through to delivery, within the
relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual
patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar
to that of a pharmacy.
The Customer Retention & Support Advisor will handle all customer queries effectively and in a professional
manner. This role requires forward thinking, so you will have the freedom to make decisions to meet the needs
of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our
customers, contributing towards the success of Respond Healthcare, growing the Respond business.
KEY ACTIVITIES
Prescription Processing
- Ensure prescriptions are requested for all customer orders required on prescription.
- Process prescriptions in a timely manner, ensuring the prescriptions are fully examined for accuracy and
endorsed appropriately.
- Build meaningful working relationships, liaising with GP surgeries and other relevant parties regarding
prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions
that are not received.
- Minimise the amount of orders that are written off, due to non-receipt of prescriptions.
- Prepare prescriptions for payment, completing required administration accurately and submitting to
the Business Services Organisation in a timely manner.
- Minimise the amount of prescriptions returned and not paid by the Business Services Organisation.
- Keep a fully traceable record of prescriptions received.
Inbound Customer Contact
- To answer customer telephone calls promptly and professionally and to accurately process all orders
including customer orders via prescription, cash sales, product sample orders and Territory Manager
orders.
- To maintain excellent product knowledge and to answer all enquiries regarding products.
- To resolve any customer queries regarding delivery.
Outbound Customer Contact
- To contact customers regularly, as per agreed frequency with the customer, to ensure orders are
confirmed and placed as needed.
Customer Loyalty
- Maximise the number of existing customers who continue to use our service by identifying customers
who do not use our service regularly, making proactive contact to secure future orders.
- Maximise the number of new customers who use our service repeatedly, making proactive contact to
secure future orders.
Proactive Order Delivery Monitoring
- Regularly review the status of courier deliveries and proactively communicate with customers to advise
delivery times and resolve any delivery issues to the customer's satisfaction.
- Ensuring new patients are contacted at the earliest convenience, once they have been referred, to
confirm an ongoing ordering pattern.
- Ensuring new patient leads are generated and followed through to achieve targets.
Product & Account Administration
- Responsible for accurately inputting data to create new customer accounts in accordance with
procedures.
- To ensure all records are accurate and are kept up-to-date.
- To ensure customer accounts are maintained accurately, including delivery addresses.
- Taking credit card payments and liaising with the Accounts department.
Customer Complaints and Compliments
- Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively
ensuring total customer satisfaction.
- Responding appropriately and sincerely to all customer complaints and compliments.
- Reporting all issues that hinder the delivery of excellent Customer Service to the Care Centre Manager
or Senior Customer Service Advisor, in their absence.
- Record all customer complaints and compliments.
Other
- To attend relevant training courses, keeping own knowledge of the business, products and processes
up to date; including completion of inhouse stoma and continence course.
- To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to
actively promote equality of opportunity wherever possible.
- To be responsible for your own health and safety and that of your colleagues, in accordance with the
company’s’ Health and Safety policy.
- To adhere to the company’s Quality policy and Environmental policy.
- To undertake other duties as may be reasonably required.
KEY SKILLS
Essential
- Previous experience working as a Customer Service Advisor.
- Friendly personality with a “can-do” attitude.
- The ability to work as part of a small team with limited direct supervision.
- The ability to handle queries professionally and efficiently with sensitivity.
- The ability to deliver a high-quality service.
- Conscientious and able to act proactively.
Desirable
- Previous experience in the healthcare sector.
- Experience of promoting products and services to existing and potential customers.
KEY WORKING RELATIONSHIPS
Internal
- To liaise with warehouse and DPD to meet the needs of the customer.
- Liaise with finance when handling cash sales.
- Inform the Key Account Director and Territory Managers of any unusual events.
- Escalate customer dissatisfaction to the Customer Experience Manager.
- To be the point of contact for interdepartmental requests and to action those requests in a timely
manner e.g. Warehouse, Accounts
External
- Liaise with the Stoma Care Nurse & other healthcare professionals regarding any issues affecting our
customers or their products and to ensure that new customers' orders are processed within agreed
timescales.
- To liaise with GP surgeries to obtain the customers prescription before despatch of product.
To attend national exhibitions, local exhibitions, and open days as and when required.
ADDITIONAL INFORMATION
- Blended home/office working shifts available.
- 7.5 hours a day between the hours 8:30 -17:30 on a shift rotation.
- 1 in 8 Saturdays 8:30 – 12:30.
- Total 38 hours a week.
- Objective based bonus.
- Occasional UK travel may be required.
COMPETENCIES
Customer Focus
Building strong customer relationships and delivering customer-centric solutions.
Manages Complexity
Making Sense of complex, high quantity, and sometimes contradictory information to effectively solve
problems.
Drives Results
Consistently achieving results, even under tough circumstances.
Collaborates
Building partnerships and working collaboratively with others to meet shared objectives.
Communicates Effectively
Developing and delivering multi-mode communications that convey a clear understanding of the unique
needs of different audiences.
Instills Trust
Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Nimble Learning
Actively learning through experimentation when tackling new problems, using both successes and failures as
learning fodder.
Being Resilient
Rebounding from setbacks and adversity when facing difficult situations
The closing date for applications is: 29 July 2026
If we receive a high volume of applications, we may close this role earlier than planned.
