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.

Why Oxford? A part of Prism Healthcare

Oxford, is one of the most trusted names in patient handling, placing the well-being of others at the centre of everything we do. With a heritage spanning over 70 years, we strive to bring innovation to all our patient lift and transfer solutions, helping caregivers and care facilities deliver better care.

Essential Duties

• Responding to, troubleshooting, and solving customer queries
• Site visits to support customers with product performance and technical issues
• Supporting the investigation of customer complaints and products returned under warranty
• Conducting customer training sessions for the maintenance, inspection, commissioning, and installation of Oxford products
• Leading and supporting content compilation for product support and technical documentation
• First Article Inspection (FAI) of inbound medical device products and component parts
• Product rework activity to support the Warranty function
• Supportive input into Corrective and Preventative Action (CAPA)
• Product testing to appropriate industry standards
• Creation and on-going auditing of management system procedures
• Input into the company’s Continual Improvement Program
• Administration of CE Technical Files
• Knowledge and awareness of ISO 9001 and ISO 13485 to MDR/2017/745 requirements

Personal Characteristics

• Impeccable attention for detail and forward-thinking.
• Able to thrive in a dynamic and fast-paced environment.
• Integrity, initiative and focus.
• Proactive, with good problem-solving skills, able to make decisions independently.
• Team player but able to work independently.
• Excellent written and verbal skills.

Education & Preferred Skills

• GCSEs in English and Maths
• Engineering experience
• Technically minded
• Problem solver

Location: Based out of Drakes Broughton, Pershore, WR10 2AG. Occasional travel required

Reporting to: UK Marketing Manager with a dotted line to the Quality, Regulatory & Conformance Manager.

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
• Long Service Awards
• Holiday Purchase Scheme
• Employee Recognition Awards