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.

About the Role

• 25 hours per week
• Fixed Term 9 month Maternity Cover
• Act as the single point of contact for Prism Medical Supply Only customers, responding to enquiries, sharing business updates, and providing proactive reporting data.
• Manage a varied daily workload while building strong relationships and delivering high-quality service to Prism Medical’s Supply Only customer network.

Essential Duties

• Act as the main point of contact for Prism Medical Supply Only customer enquiries.
• Resolve customer issues promptly and effectively, identifying long-term preventative actions where required.
• Identify improved ways of working and streamline processes to enhance the customer experience.
• Record relevant distributor information in the CRM system for customer services, marketing, accounts, warehouse, and sales teams.
• Respond promptly and effectively to email enquiries, including order updates, POD requests, product information, lead times, invoice issues, part deliveries, and quality matters.
• Support customers and stakeholders in identifying specialist products.
• Prepare and issue weekly open order reports for key account customers, showing the current order position.
• Prepare and issue weekly Prism product lead-time reports for key accounts and internal stakeholders.
• Create, maintain, and upload customer price lists, including annual price increases, existing contract prices, new contracts, and BDM special pricing.
• Work with BDMs to provide product codes and pricing, and support escalated customer account issues.
• Communicate product changes and updates to customers and internal stakeholders.
• Support the Returns Department in resolving key account customer issues.
• Manage key account customer complaints from prompt corrective action through to long-term preventative measures.
• Regularly gather customer feedback on key areas of business performance, including on-time delivery, equipment condition, and overall satisfaction.

Personal Characteristics

• Customer-focused mindset
• Able to make decisions and manage multiple priorities
• Positive, solutions-focused approach to problem solving
• Able to engage effectively with people at all levels
• Professional, positive, and constructive communication style
• Flexible approach to work

So.. why us?

Alongside working in a supportive and friendly environment, you’ll also receive:

• 25 days’ annual leave (FTE)
• Healthcare cash plan from day one
• 2x death in service benefit from day one
• Store discount
• Free car parking
• Company sick pay on completion of your probation period
• Some flexibility to work from home following successful onboarding