Job Description Summary

Job Description

Customer Service Advisor

In BD Customer Service we empower you to make decisions, we proactively encourage you to work collaboratively with your colleagues and expect you to work as part of a diverse, fun, hardworking and patient centric team.  We are driven by patient care, passionate about delivering an exceptional patient experience and helping each other be great.

We are a busy team, working at a fast pace. Patient facing services require an empathetic and supportive approach, so as well as making sure our patients have a positive experience, we always make sure that as a team we’re okay too!

The Customer Service Team are responsible for delivering a seamless patient experience across all stages and touchpoints in a patient journey and helping the company continually achieve greater patient satisfaction, increased efficiency and profitability.  It is imperative that our patients have a positive experience using our service which will drive higher satisfaction, patient retention, new patient registration and profitable turnovers.

The right candidate needs to be resilient, adaptable to change with high attention to detail, be flexible, creative and able to work as part of a large team.

This role reports to our Customer Service Team Leader.

Job Responsibilities:(Primary Duties, Roles, and/or Authorities)

• Primarily responsible for customer interaction & engagement, delivering exceptional customer service.
• As part of the team, you will be responsible for inbound and outbound calls relating to new and existing orders, deliveries and responding to customer queries in an efficient and timely manner.
• Gain customers and patients’ confidence, loyalty and trust by managing patient account records. Ensuring that all orders are processed accurately, aligned with clinical requirements and follow procedures and standards within the specific time governed by our own internal service standards.
• Follow and maintain departmental work processes and procedures, including being fully compliant with IG/GDPR regulations.
• Engage with our customers, patients, and healthcare professionals to ensure that all patients have their clinical needs met, whilst proactively creating ethical opportunity to discuss BD products, which increases profitability.
• Register and onboard patients and healthcare professionals to our service, ensuring they receive a positive experience and proactive support.
• Work as part of the team and on rotation; delivering administration and phone support to our Cobweb sites and patients using a managed prescription service.
• Liaise with third party couriers to support patients with delivery updates, delays, claims and returns management.
• Work collaboratively with all colleaguesto ensure a one BD approach of service.
• Participate in improvement projects and initiatives to increase patient satisfaction, engagement and progress commercial goals.
• Embrace company culture by role modeling the BD way to positively influence behaviours throughout the team.

Metrics:

• Telephone call data
• Service Complaints
• Monthly revenue
• Email volume
• Patient Feedback / Survey results

Education and Experience:

• Experience in a Customer Service role
• Understand the BD Organisation, products and services
• Experience with handling escalated customer queries / complaints
• Proficient in Word, Excel, Teams and Outlook.
• Commercial awareness

Knowledge and Skills:

• Excellent written and verbal communication skills
• Patience and resilience
• Problem solving
• Excellent attention to detail
• Professional and courteous
• Emotional Intelligence
• Empathy
• Growth Mindset

• Results Orientation

Passion to win, is a self-starter and has a sense of urgency to achieve results.  Competitive and works hard to exceed targets.  Persistent even after setbacks and learns from mistakes.

• Empathy

Listens to customers (internal and external) to find out their needs and objections.

• Trust and Respect

Operates with integrity, openness, honesty and ethics to build long term relationships with customers (internal or external).  Positive attitude and a team player.

• Planning and Accountability

Creates plans to achieve targets.  Sees objectives through to the end and delivers against plans.   Delivers on commitments.

Primary Work Location

Additional Locations

Work Shift