Senior Customer Service Advisor - Welsh Speaking

ABOUT THE ROLE

This role is to maintain the smooth running of the Respond Cardiff Office, providing 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. This is a bilingual – Welsh speaking role.

Reporting to the Care Centre Manager this Senior Customer Service Advisor role 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. We are proud to offer the option to communicate in Welsh with all customers.

The Senior Customer Service 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
• Inbound Customer Contact
• Proactive Order Delivery Monitoring
• Product & Account Administration
• Customer Complaints and Compliments
• Staff Management, Training and Development of Customer Services

Other

• To attend relevant training courses
• To adhere to customer confidentiality policies
• 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

• Fluent Welsh speaker
• Previous experience working as a Customer Service Advisor
• Strong leadership skills
• The ability to work as part of a small team with limited direct supervision.
• The ability to handle queries professionally and efficiently with sensitivity
• Friendly personality with a “can-do” attitude
• 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

• Escalate customer dissatisfaction to the Customer Experience Manager
• Point of contact for interdepartmental requests and to action those requests in a timely manner e.g. Accounts
• To liaise with all Customer Service Teams where required to enforce one team mentality and share best practice.

External

• Liaise with the Stoma Care Nurse regarding any issues affecting our customers or their products and to ensure that new customers' orders are processed within agreed timescales.
• To liaise with Courier to meet the needs of the customer
• To liaise with GP surgeries to obtain the customers prescription before despatch of product.

ADDITIONAL INFORMATION

• This role will directly report into Customer Care Manager - Cardiff
• 5 hours per week with a 30-minute unpaid lunch break. Hours of work are 9am- 5.00pm Monday -Friday and one Saturday in four 8.30am-12.30PM.
• Objective based bonus
• To assist with any other duties as required to meet the needs of the business

COMPETENCIES

Problem solving – Generates and promotes solutions.  Sees clearly which is the best way forward.  Able to make decisions and commitments within appropriate time frame.

Resilience – Can work under pressure, remains calm, thinks clearly and manages emotion under pressure. Addresses issues without being aggressive or controlling and can easily bounce back from setbacks. Is open to feedback and doesn’t dwell on past events.

Team Working – Enjoys participating in group activities and likes to work in close proximity with other people.  Is ready to collaborate with and support others and is willing to co-operate and compromise for the overall good.

Leadership – Likes to take charge of, control and direct the people and activities in their work arena.  Clearly sees the way ahead, influences and encourages others to follow their lead in order to achieve goals.

Supporting Others – Enjoys supporting other people and is prone to getting involved and trying to help them when they have problems. Is comfortable to contribute to joint endeavours and enjoys team work.  Is willing to let other people depend on them.

Following Directions – Is motivated to accept and comply with standards and instructions and has a strong conscience about delivering what is promised or expected.  Doesn’t like letting people down and works productively in cooperation with, and support of others.

Quality Orientation – Is precise, pays attention to details, checks things and ties up ‘loose ends’.  Has a strong conscience about getting things right and seeks to ensure that decisions and solutions do not involve undue risk, adheres to policy and standards.

Oral Communication – Talks readily and confidently to people, expressing themselves with obvious ease.  Speak out and makes themselves heard, often playing a leading and influential role in debate and discussion.