Role Summary

As a Customer Service Advisor, you will be the first point of contact for customers, delivering professional, friendly, and efficient service over the phone and via email. You will handle a variety of customer enquiries, resolve issues, and provide solutions that enhance customer satisfaction and loyalty. This role requires resilience, attention to detail, and a proactive approach to ensure an exceptional customer experience. The position is fast-paced and demands strong problem-solving skills, effective communication, and the ability to manage multiple tasks efficiently. 

Key Responsibilities

• Manage incoming calls and emails from clients and health care professionals. 
• Process incoming prescriptions and manage electronic prescriptions (EPS) orders.  
• Maintain external communication from clients and healthcare professionals, including Web Orders, My Pen and Caring.  
• Call GP surgeries to request outstanding prescriptions and follow up on orders 
• Register new clients onto our system, and process sample orders 
• Update client records, including cutting templates when needed. 
• Track missing deliveries and arrange returns or collections 
• Handle complaints. Resolve straight forward issues and escalate more complex cases to a Team Leader when necessary 
• Work towards KPIs including quality scores, efficiency, and customer satisfaction, with clear performance expectations set by the business 
• Keep client information confidential and follow all NHS guidelines, laws and company policies 
• Carry out any other tasks asked by your Team Leader/Manager  

• Proven ability to handle customer enquiries with patience, empathy, and friendly phone manner.
• Experience working in a fast‑paced, high‑volume customer service role, managing multiple tasks efficiently.
• Able to take initiative, work independently, and stay focused without close supervision.
• Strong multitasking and time‑management skills, with the ability to prioritise effectively and meet deadlines.
• Resilient, proactive team player with clear communication skills and a collaborative approach.
• High attention to detail when processing orders, prescriptions, and updating client records.
• Comfortable using various computer systems and quick to learn new software or tools.
• Phone‑based customer service experience is desirable but not essential.

• Life insurance cover at 10× annual salary (subject to scheme T&Cs)
• 5% employer pension contribution
• Company‑funded private healthcare, with the option to add family members
• Comprehensive Employee Assistance Programme (EAP)
• Access to our Fittle‑perks reward platform, offering major retailer discounts and an online Wellbeing Centre
• 25 days annual leave + bank holidays (pro‑rated for part‑time), with the option to buy or sell leave
• 1 Me Day and 1 Volunteer Day per year
• Internal refer‑a‑friend scheme

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC), providing a discreet and reliable home dispensing service to over 60,000 clients nationwide. We specialise in cut‑to‑fit stoma product customisation, ensuring every client receives personalised, high‑quality care.

As part of the JDS Family, we are a growing and transforming organisation supported by 38 dispensing centres and a dedicated Customer Service Team. Our 360 colleagues live and breathe our core principles, continuing the Schneider legacy and delivering exceptional service every day.