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Customer Service Executive
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Customer Service Executive
Location: Sandwich, Kent (Hybrid)
Contract Length: 12 months
Rate: £18.97 per hour (depending on experience)
Put Customers at the Heart of Every Interaction
Are you passionate about delivering exceptional customer experiences?
Do you enjoy solving problems, building relationships and making a real difference for customers?
We are looking for a highly motivated Customer Service Executive to join the Sales Order Management & Customer Excellence Team (SOMCET). In this role, you will provide front-line support to healthcare professionals, customers and colleagues, helping to ensure customers receive the support they need quickly, professionally and compliantly.
This role is ideal for someone who thrives in a fast-paced environment, enjoys working with people and is committed to delivering an outstanding customer experience.
Why This Role Matters
Every interaction shapes a customer's experience of Pfizer.
As a Customer Service Executive, you will support approximately 22,000 customers and healthcare professionals who access Pfizer products through our Direct to Pharmacy (DTP) and Direct Account supply chains. You will play a critical role in protecting Pfizer's reputation by resolving enquiries via telephone and email, managing complex customer situations and acting as a trusted customer advocate.
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This is not simply a contact centre role.
You will become a subject matter expert, working closely with teams across Supply Chain, Commercial, Sales Order Management and Customer Excellence to deliver a seamless customer journey.
What You'll Be Doing
Delivering Outstanding Customer Service
- Acting as a first point of contact for customers, healthcare professionals and internal colleagues.
- Responding to customer enquiries professionally, accurately and empathetically.
- Managing complex complaints, queries and escalations.
- Building strong relationships with customers and key stakeholders.
- Providing a high-quality, customer-focused experience in every interaction.
Problem Solving & Customer Advocacy
- Investigating customer concerns and finding effective resolutions.
- Working across multiple teams to support customer needs.
- Identifying trends and insights that improve customer experience.
- Supporting business initiatives while maintaining a patient-first mindset.
- Escalate to second line support & management when needed.
- Adhering to Standard Operating Procedures and Processes.
Supporting Operational Excellence
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- Supporting One Pfizer customer service activities.
- Maintaining compliance with internal processes and procedures.
- Contributing to continuous improvement initiatives.
- Collaborating closely with the SOMCET team to share customer insights and opportunities.
What We're Looking For
Essential Experience
Exceptional Customer Service Experience
This is the most important requirement for the role.
Successful candidates will be able to demonstrate:
- Proven experience delivering outstanding customer service.
- Confidence handling difficult conversations, complaints and escalations.
- Strong communication skills both verbal and written with the ability to build trust and credibility.
- The ability to remain calm and professional under pressure.
- Strong organisational and problem-solving skills.
- Experience working across multiple systems and managing competing priorities.
- Accurate order entry and attention to detail.
Additional Requirements
- GCSE (or equivalent) Maths and English.
- Excellent verbal and written communication skills.
- Ability to work effectively within a dynamic team environment.
- Strong attention to detail and compliance mindset.
- Flexible approach to supporting business needs.
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