Customer Service Advisor

Make a Difference in Healthcare Logistics!

Are you a customer focused professional who thrives in a fast paced environment? Do you enjoy solving problems, supporting customers, and helping essential services run smoothly?

Join LF&E , one of the UK's leading healthcare logistics providers. Since 2008, we've grown from a family-run business into a nationwide organisation with 23 sites and more than 300 employees. We specialise in temperature-controlled healthcare logistics, ensuring vital medications reach patients, pharmacies, and healthcare providers safely and on time.

The Role

As a Customer Service Advisor, you will be the frontline of communication for both our clients and our drivers. This is a fast paced and critical role within the business, requiring strong multitasking skills, attention to detail, and a calm, solution-focused approach.

Working closely with our Logistics, Planning, and Operations teams, you'll help ensure the seamless coordination of medication deliveries across the UK while providing excellent customer service to patients, healthcare providers, and clients.

This role is ideal for someone who enjoys working in a busy environment, communicating with a wide range of people, and making a real difference through outstanding customer support.

Working Hours

• 45 hours per week, Monday to Friday, Weekend work required on a rota basis
• Additional hours may be required to meet operational needs

Key Responsibilities

• Act as the first point of contact for patients, healthcare providers, clients, drivers, and internal teams.
• Handle all inbound calls and emails relating to deliveries, collections, rebookings, and general enquiries.
• Provide professional and effective support to clients regarding service quality, delivery updates, and operational queries.
• Offer real-time assistance to drivers, helping resolve failed deliveries, delays, and route queries.
• Maintain clear and consistent communication between LF&E teams and our clients to ensure transparency and excellent service delivery.
• Accurately process new bookings and rebookings through our online booking portal.
• Ensure all booking records are up to date and maintained accurately.
• Update and manage rebooking schedules, ensuring information is provided to the Planning and Sortation teams each evening.
• Manage, file, and maintain delivery manifests and Proof of Delivery (POD) documentation in a compliant manner.
• Support the wider operations team with administrative duties as required.
• Carry out any other reasonable duties requested by your Line Manager.

What We're Looking For

• Previous experience in a customer service, administration, or logistics coordination role.
• Experience working within a fast paced environment.
• Excellent communication and interpersonal skills with a professional and empathetic approach.
• Strong organisational skills and exceptional attention to detail.
• Ability to manage multiple priorities while remaining calm under pressure.
• Confident handling a high volume of inbound and outbound calls.
• Good IT skills, including experience using Microsoft Office, particularly Excel.
• Experience using online booking systems, CRM platforms, or transport management systems is desirable.
• Understanding of logistics, transport operations, or temperature-controlled healthcare deliveries would be advantageous, but is not essential.
• A proactive, flexible, and team-oriented approach to work.

Benefits:

• Company pension
• 25 days’ holiday + bank holidays
• Career progression opportunities
• Uniform and full training included
• Opportunities for ongoing training and development
• Employee Assistance Programme

Please Note: If you have any criminal convictions, please inform us at the interview stage.

Due to the high volume of applications we receive, we are unable to contact each applicant individually regarding the status of their application. If you are selected for an interview, we will be in touch shortly.

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