Customer Service Executive

We are looking for a highly motivated Customer Service Executive to join the Sales Order Management & Customer Excellence Team. In this role, you will provide front-line support to healthcare professionals, customers and colleagues across the company, helping to ensure customers receive the support they need quickly, professionally and compliantly.

This role is ideal for someone who thrives in a fast-paced environment, enjoys working with people and is committed to delivering an outstanding customer experience.

You will become a subject matter expert, working closely with teams across Supply Chain, Commercial, Sales Order Management and Customer Excellence to deliver a seamless customer journey.

• Acting as a first point of contact for customers, healthcare professionals and internal colleagues.
• Responding to customer enquiries professionally, accurately and empathetically.
• Managing complex complaints, queries and escalations.
• Building strong relationships with customers and key stakeholders.
• Providing a high-quality, customer-focused experience in every interaction.

Problem Solving & Customer Advocacy

• Investigating customer concerns and finding effective resolutions.
• Working across multiple teams to support customer needs.
• Identifying trends and insights that improve customer experience.
• Supporting business initiatives while maintaining a patient-first mindset.
• Escalate to second line support & management when needed.
• Adhering to Standard Operating Procedures and Processes.

Supporting Operational Excellence

• Supporting customer service activities.
• Maintaining compliance with internal processes and procedures.
• Contributing to continuous improvement initiatives.
• Collaborating closely with the SOMCET team to share customer insights and opportunities.
• Confidence handling difficult conversations, complaints and escalations.
• Strong organisational and problem-solving skills.
• Experience working across multiple systems and managing competing priorities.
• Accurate order entry and attention to detail

Additional Requirements

• GCSE (or equivalent) Maths and English.
• Ability to work effectively within a dynamic team environment.
• Strong attention to detail and compliance mindset.
• Flexible approach to supporting business needs.

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