Eakin Healthcare
Customer Retention & Support Advisor
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At Eakin Healthcare, care is at the heart of everything we do.
We are a family-owned global medical device company driven by a simple vision: Where Care Leads, Hope Follows. For more than 50 years, we've been developing innovative healthcare solutions that make a meaningful difference to the lives of patients around the world.
Today, our team of over 700 colleagues operates across three UK manufacturing sites, 12 international sales and distribution centres, and exports to more than 60 countries worldwide. From market-leading Ostomy and Respiratory therapies to our trusted Respond home delivery service, we're committed to improving lives through innovation, quality and exceptional care.
ABOUT RESPOND
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.
We don't just care for the people who use our products and services, we care for our colleagues too. That's why we're proud to be recognised as a Great Place to Work®, creating an environment where people can thrive, grow and make a real impact.
If you're looking for a career with purpose, where your work matters and your contribution is valued, we'd love to hear from you.
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
JOB OVERVIEW
- Job Title: Customer Retention & Support Advisor
- Reporting to: Care Centre Manager
- Hours per week: 38 hours per week
- Shift Work: Monday – Friday: 7.5 hours a day between the hours 8:30 -17:30 on a shift rotation. 1 in 8 Saturdays 8:30 – 12:30.
- Travel: Occasional between sites
JOB PURPOSE
This role is to ensure all customers 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. As a Customer Service Advisor you 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.
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KEY RESPONSIBILITIES
Order Retention
- To contact customers monthly to ensure orders are confirmed and placed as needed. Working out the best order rotation in line with the customer requirements and expectation of delivery.
- Ensuring all customer tasks are adequately set up and actioned to maintain a good order flow.
- To maintain excellent product knowledge and to answer all enquiries regarding products. Using opportunities to highlight Group product where possible.
Customer Loyalty
- Maximise the number of existing customers who continue to use our service by identifying customers who do not place regular orders, making proactive contact to secure future orders.
- To revisit customers classified as ‘lost’ to the service and gain commitment to return to regular ordering.
- To maintain excellent knowledge on the full Respond service and demonstrate key benefits well.
Customer Support
- Build meaningful working relationships with and to liaise with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
- Minimise the number of orders that are written off, within set KPIs, due to non-receipt of prescriptions.
- Minimise the number of prescriptions returned and not paid by the PPA.
- Keep a fully traceable record of prescriptions received.
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 Customer Experience Manager.
- 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.
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AS A SUCCESSFUL CANDIDATE YOU’LL HAVE:
Essential
- Previous experience working in an Inbound & Outbound environment.
- Previous Customer Service experience
- 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.
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.
Equality, Diversity & Inclusion
We are committed to equality, diversity, and inclusion and welcome applications from all qualified candidates. We value different backgrounds, experiences, and perspectives and are dedicated to providing equal opportunities for all.
Early Closure Statement
The closing date for applications is 2 September 2026. We reserve the right to close this vacancy early if we receive a high volume of applications, so we encourage early submission.
Right to Work in the UK
Please note that Eakin Healthcare is unable to provide sponsorship for this role. Applicants must have the legal right to work in the UK at the time of application.
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