Customer Service Advisor – 12 Month FTC

Are you a Customer Service Advisor looking for a new role? Do you want to make a difference and contribute to better patient outcomes?

You will be part of a small specialist team supporting one of the worlds leading Medical Device manufacturers. Our Client, makes life changing devices that treat cardiovascular conditions, their products save lives and are incredibly important to the nations health.

As an experienced Customer Service professional, you will be responsible for proactively managing orders from the initial email, through to successful delivery into hospitals across the UK and beyond. You will receive queries via email and telephone, which must be logged, investigated and resolved as quickly and efficiently as possible.

Your day-to-day role will be focussed on all aspects of Customer Service but on occasion you may be required to help support picking and despatching some of these lifesaving products.

Hours of work: 37.5 hours, Monday – Friday with variable shifts between 8am 6pm. You will be paid £26,500 per annum. This is a 12-month fixed term contract.

Benefits

• No weekend or Bank Holiday working
• Onsite Gym/Discounted PureGym membership
• 33 days annual leave (including bank holidays)
• Holiday Purchase scheme
• Flexible pay through Wagestream
• Upto 4% Employer Pension Contribution
• 2x DIS
• Access to Simply Health
• 24/7 GP, Physiotherapy and Counselling through our EAP service
• Cycle to Work Scheme
• Access to MyRewards a benefits platform

How youll make an impact at Movianto:

• Be the initial point of contact for Orders received by email, recording all required information correctly on various systems, ensuring timely despatch of lifesaving products.
• Proactively contacting nationwide Operations teams, ensuring that have all the required information to guarantee successful delivery and collection of goods.
• Be the initial point of contact for Customer Service queries received by telephone and email, recording all information on the Clients and MUKs systems.
• Taking full ownership of queries from start to finish, you will investigate and resolve queries, such as Late deliveries, Uplift requests and Delivery ETAs.
• You will contact patients, relatives and Sales representatives by telephone to arrange collection of goods as required.
• Creation and processing of export paperwork required to return goods to the Clients European distribution centre, liaising with necessary teams and logistics carriers.
• Fully accountable for updating the Client on query updates and ensuring that the Client is aware of the investigation status and its progress.
• Liaise with operations teams nationally to investigate the root cause of any service failures, identifying preventative and correct actions.
• Proactively manage all open queries so that they are closed as quickly as possible in line with Clients and Movianto SLAs.
• Support the management team and provide information when required.

How youll make an impact at Movianto:

• Previous Customer Service experience ideally in logistics/healthcare or a service provision environment
• Good communication skills both verbally and in writing
• A professional and courteous telephone manner
• Excellent organisational skills with the ability to prioritise workload
• Able to work under pressure and to strict deadlines
• Able to carry out investigations to identify root cause analysis of any service failures
• Competent in the use of Microsoft packages with strong typing skills
• Able to work effectively as a team or individually
• Good attention to detail
• Strong accuracy and data entry skills
• Passionate about good Customer Service
• Takes personal responsibility for delivering high quality of work
• Demonstrates respect and is courteous to all teammates, and external stakeholders.
• Takes personal pride in the work and achievements of both self and others.
• Demonstrates an awareness of the importance of customer satisfaction and shows interest in patients needs.
• Willingness to try new approaches and adapt to changes, providing constructive feedback

Desirable:

• Ability to identify preventative & corrective actions
• Trend analysis of service failures
• Working knowledge of Movianto UK SOPs
• Ability to influence Customer both internally and externally

Movianto / Walden Group is an equal opportunity employer. All tasks must be carried out in compliance with the company and country legislation and practices, health and safety at work and environment guidelines relevant to the market in which the role is operational in. Please note the list above is not exhaustive and we expect the post holder to be flexible within the framework of the job definition. Movianto / Walden Group seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. Movianto / Walden Group apply all relevant Data Protection laws when processing your Personal Data. If you choose to apply to this opportunity and share your CV or other personal information with Movianto/ Walden Group, these details will be held by us in accordance with our privacy policy used by our team to contact you regarding this or other relevant opportunities at Movianto/ Walden Group.

REF-218 738

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