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Customer Care Agent / Prescription Management Advisor

Bradford
Do you believe that the customer is key and/or is at the heart of what you do? Are you passionate and hungry to make a difference to people’s lives? Do you want to be part of a fast paced, fun and creative team?
If the answer is yes to the above, please read on!

Optimum Medical want to be the service and brand that people turn to whenever they need a medical device. We offer a range of products in both the UK & International market, such as healthcare lubricants, urology equipment, and infection control items. We also have our exceptional home delivery service called Vyne which is at the forefront of our ambitious sustainable and digital plans.
At Optimum Medical, we aren’t your standard medical company and certainly don’t like to sit still as we strive to seek opportunities to ‘Constantly Create Better’ wherever we can. We offer an environment geared towards recognition and reward. If you have an idea, we would love to hear it. We embrace flexibility and creativity; our values and vision mean everything to us at Optimum Medical and we believe passionately in our People Focused Pledge, as we know, it’s our people who make us successful. We are fast paced and hardworking, but we have lots of fun along the way too.

We are now looking for our next star to join our Vyne Customer Care team. Reporting to the Customer Care Manager, The Customer Care / Prescription Management Advisor will be responsible for delivering an outstanding customer experience. As the main point of contact for all day-to-day customer queries. They will also be responsible for placing and managing orders, answering calls, providing product information, and helping the customers by being informative, empathetic, and eager to solve queries quickly, politely, and professionally.

This role is a hybrid role with an opportunity to work from home 2 days per week and ideally we are looking for somebody who can work within our Bradford office atleast 3 days per week.

Responsibilities:

• Managing incoming calls and customer service enquiries via email in a timely manner
• Process customer orders received via inbound and outbound telephone, email, post or EPS
• All aspects of prescription management
• Identifying and assessing customer needs
• Open and maintain customer accounts by recording up to date and accurate account information
• Resolve product or service problems by clarifying the customer's complaint; determining the root cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• Contribute to team effort by accomplishing related results as needed
• Meet personal/team targets as required
• Show sensitivity and discretion to our customers and understand the need for strict confidentiality at all times.
• Develop strong relationships with the customers to support retention and growth
• Record all customer complaints as per the current process
• Identify opportunities to refer to product specialists

Experience/skills

• Customer Service experience and skills is essential for this role. We welcome applicants from call centres, internal sales, customer service orientated roles whether that be face to face or telephone
• Due to the nature of the role, you must have an empathetic nature and have strong communication/listening skills.
• Have excellent attention to detail & be able to work in a fast-paced environment
• Be confident in your communication and be able to handle customer complaints
• Healthcare industry experience would be desirable

Our offering:
In return we offer an environment geared towards recognition and reward. If you have an idea, we would love to hear it. We embrace flexibility and creativity; our values and goal mean everything to us at Optimum Medical. Our people, we know are the reason why we are successful. We are fast paced and hardworking, but we have lots of fun along the way. This is an exciting chance for someone to navigate into medical sales with strong career progression opportunities available.

• Competitive salary of up to 25k depending on experience along with a company annual bonus scheme where you could receive up to 4k per annum
• 27 days holiday, plus bank holidays and the option to purchase or sell up to 5 days extra a year.
• Health Cash Plan available which means you can claim cashback on healthcare and wellbeing treatments.
• Life Assurance Plan
• Fully expensed team outings and social events
• 24/7 confidential GP Anytime service and counselling line
• Perkbox – which includes Money off vouchers, perks like free coffees and meal deals and access to wellness resources.
• You will receive a structured induction, ongoing training, and support (both digital and face to face)

At Optimum Medical we LISTEN, we CREATE, we MAKE IT HAPPEN, we CARE, and we HAVE FUN!
Constantly creating better

Optimum Medical is committed to achieving a working environment which provides equality of opportunity and freedom from unlawful discrimination on the grounds of race, sex, pregnancy and maternity, marital or civil partnership status, gender reassignment, disability, religion or beliefs, age or sexual orientation. This aims to remove unfair and discriminatory practices and to encourage full contribution from its diverse community. Optimum Medical is committed to actively opposing all forms of discrimination.