Why Prism Healthcare
We are providers of specialist moving, handling and bathing equipment for elderly, disabled and mobility disadvantaged clients in a range of care environments, from community care to schools, hospitals and care homes. Employing employing circa 700 colleagues, across various locations within the UK and Europe, we work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.
With over 30 years of experience in designing, developing, manufacturing, providing and installing bespoke mobility and care solutions, we have an established track record of working closely with carers and their clients across the UK. The Group has grown over the last year both organically and by acquisition, with a turnover of £100M.
Role Description
In this role you will be responsible for processing customer orders, quotes and providing an industry leading level of service, for our internal and external customers. This is a part time, permanent role covering 22.5 hours per week, we are open to discussing flexible options to the working hours completed.
Essential Duties
- Ensuring all orders/quotes are processed correctly on a daily basis.
- Ensuring all KPI targets are achieved and maintained.
- Take ownership of complaints through root cause analysis and departmental ownership to improve process and resolution.
- To implement and demonstrate a “customer first mentality” across the team and business.
- To support wider team and business when required.
- To drive continuous improvement within department and wider business.
Personal Characteristics (Attitude)
- Team focused
- Customer first mentality
- Ability to make decisions & multi task
- Ability to engage with others
- Professional, positive and constructive communicator
- Flexible approach to duties
Education & Experience (Knowledge & Skills)
- Proven track record in order processing
- Highly accurate with meticulous attention to detail
- Ability to use initiative and work independently
- Experience of working within a contact centre environment
- Ability to stay calm under pressure
- Able to multi-task and prioritise
- High Standard of written & verbal communication
So.. why us?
Alongside working in a supportive and friendly environment, you’ll also receive:
- Competitive Salary, paid monthly
- Ongoing training and development
- 25 days holiday, plus bank holidays
- Pension Scheme, matched contribution/salary sacrifice
- Medicash health Plan which allows you to claim towards health costs such as dental and optical as well as physiotherapy and chiropody
- Life Assurance Scheme
- Long Service Awards
- Holiday Purchase Scheme
- Employee Recognition Scheme
Why Prism Healthcare
We are providers of specialist moving, handling and bathing equipment for elderly, disabled and mobility disadvantaged clients in a range of care environments, from community care to schools, hospitals and care homes. Employing employing circa 700 colleagues, across various locations within the UK and Europe, we work with a variety of mobility equipment, including patient moving, handling, and bathing devices, committing to the ongoing safety and wellbeing of the people who use our equipment. Through our family of brands, we are best positioned to share our experience and expertise with every client and customer.
With over 30 years of experience in designing, developing, manufacturing, providing and installing bespoke mobility and care solutions, we have an established track record of working closely with carers and their clients across the UK. The Group has grown over the last year both organically and by acquisition, with a turnover of £100M.
Role Description
As a customer services associate you will provide high-quality customer support, delivering a professional and responsive service to internal and external stakeholders. This is an excellent opportunity for a motivated individual to join a collaborative and experienced customer support team.
This role is based at Oxford Healthcare, Pershore and is a full time and permanent role.
Essential Duties
- Process accurate UK and Export customer orders via ERP, considering all customer requirements and actions needed
- Conduct UK and Export weekly order books to update customers on the status of their orders and to arrange export collections
- Prepare quotations
- High quality application of processes to ensure best customer outcome
- Develop product knowledge to help customers both by email and phone
- Dealing with UK and International customers
- Handling customer enquiries by phone and email – stock checks, part number enquiries, order due dates etc
- Raising warranty replacement orders
- Liaising with internal departments to ensure that customer requirements / deadlines are always met
- Processing customer complaints
- Processing debits and credits
- General administration / support for the department
- Understand Export Master to create export documents
- Create Packing Lists and Commercial Invoices for export
- Laise with export customers freight forwarders to arrange collections
- Develop export knowledge with training courses if needed
- Understand basics of export – commodity codes, country of origin and rules etc.
- To balance your own workload to ensure your shared and personal responsibilities are done in a timely fashion
- Conduct online training via portal
Personal Characteristics (Attitude),Education & Experience
- Ideally at least 2 years customer service and telephone experience
- Previous Microsoft Office knowledge essential – both email and excel
- Exceptional time management and organisational skills
- Good literacy and numeracy skills
- Export knowledge preferable
- Good communication skills
- Helpful, confident, and professional telephone manner
- Good, trusted team player
- High attention to detail
So.. why us?
Alongside working in a supportive and friendly environment, you’ll also receive:
- Competitive Salary, paid monthly
- Ongoing training and development
- 25 days holiday, plus bank holidays
- Life Assurance Scheme
- Long Service Awards
- Holiday Purchase Scheme
- Employee Recognition Scheme
**Internal applicants – Please ensure you have discussed this opportunity with your line manager prior to applying.
Reports to Customer service manager
The purpose of the role is to:
Ensure excellent customer service and minimise costs by responding efficiently and diligently to Harvest Healthcare’s customer orders and enquiries.
PRIMARY RESPONSIBILITIES
- Carry out the directions of the Customer Services Manager and the Internal Sales Manager.
- Work effectively with Business Development Manager to deliver results.
- Provide a consistent and excellent service to customers.
- Solve queries for customers.
- Process customer orders,
- Provide customer quotes,
- Provide customers with product info.
- Deal with emails/phone calls for customer service in general,
- Communicate with distributor/dealer accounts, to identify needs/problems, and propose solutions, to help develop business/grow sales,
- Relevant data inputting into Sage and CRM,
- Manage POD’s and provide for customers on request,
- Following queries through to a conclusion,
- Liaise effectively with other departments,
- Support customer services dept with export, projects, customer portal orders and queries,
Person Specification
The person will be enthusiastic and have the personal desire to deliver outstanding customer experience whilst demonstrating the attitudes and behaviour expected by Harvest Healthcare. The person will also have a desire to take ownership to solve queries, and a desire to proactively develop business with distributor/dealer accounts.
- Strong customer focus: passionate about customers and the service we provide,
- Has gained relevant experience in a customer service or administration role,
- “Can do” attitude, decisive with the desire to make things happen,
- “Go to” person to resolve daily issues and priorities,
- Shows initiative, and proactively proposes solutions to help develop business/grow sales,
- The ability to take ownership and to be pro-active in improving efficiency and performance,
- Credible and confident with customers, suppliers, staff colleagues,
- Has a strong, confident personality with excellent communication skills,
- Is a team player who likes to engage with and support business colleagues,
- A hands-on, structured, and well organised approach, focusing on daily disciplines as well as monthly targets and deadlines,
- Diligent and has a keen attention to detail. Work is precise and avoids administrative oversights,
- Able to effectively multi-task and handle periods of high workload,
- Able to use a Sage system and a CRM system.
