Customer Digital Service Advisor

AAH Pharmaceuticals Ltd; Birmingham, Leeds, Ruislip; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading UK medical supplier is looking for a customer service representative in Birmingham. You will be accountable for managing inbound digital correspondence, including Live Chat, email, and efax, while ensuring high customer satisfaction. Responsibilities include problem-solving, logging complaints, and meeting key performance indicators. The ideal candidate will demonstrate excellent communication skills and a proactive attitude. This hybrid position offers a comprehensive benefits package, fostering a supportive work environment with growth opportunities.

Benefits

25 days Plus Bank Holidays

Company Sick Pay

Pension Scheme

Long Service Awards

Death in Service

Discounted Shopping Platform

Employee Assistance Programme

Excellent Career progression

Onsite parking

Qualifications

• Good communication skills – Oral and Written.
• Good problem-solving skills.
• Proactive, positive attitude.

Responsibilities

• Manage customer contact via Live Chat or email and the database.
• Log queries, E-returns, and complaints.
• Monitor work lists of open queries and ensure effective completion.

Job description

About The Role

In this hybrid working role will be accountable for answering inbound digital correspondence (Live Chat, email, efax, Salesforce Case) responding effectively and aligned to required key performance indicators (KPI’s) providing a great customer experience. There may be a proactive outbound call requirement to solve problems or escape queries. You will offer Live Chat remote support for customers and resolve problems as effectively as you can or triage to the appropriate department or local AAH branch for them to resolve. There will also responsibility for the AAH Social Media channels via Orlo to log complaints and manage any queries that come through Twitter and Linkedin.

Accountabilities

• Managing customer contact via Live Chat or email / efax and sales force to set objectives including order taking, problem solving,
• Logging queries, E-returns and complaints on the database to ensure we achieve our target of 95%+
• Monitoring you own work list of open queries, ensuring that serious complaints are investigated and closed effectively within specific timescales to avoid call breach.
• Understand the role KPIs and delivering to these objectives.
• Ensure that you remain up to date with all key company messages and e-learning where required.

Why AAH?

AAH are the leading medical supplier in the UK, we impact millions of people across thousands of UK communities. From our network of branches, we distribute lifesaving medicines twice daily to pharmacies, hospitals and GP’s. We work collectively to make a difference.

We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued good.

Our ability to shape the future of healthcare depends on the passion and hard work of our people.

Benefits

• 25 days Plus Bank Holidays
• Company Sick Pay
• Pension Scheme
• Long Service Awards
• Death in Service
• Discounted Shopping Platform
• Employee Assistance Programme
• Excellent Career progression with full ongoing Support
• Onsite parking with excellent working conditions and transport links.(Check out the map to find our exact location).

About You

• Good communication skills – Oral and Written
• Good problem-solving skills
• Proactive, positive attitude
• Ability to prioritise and organise own workload.
• Experience of customer service and complaint handling
• Experience working with Microsoft Word, Excel and PowerPoint
• Empathetic and understanding
• Take personal responsibility to understand the KPIs and your role in delivering the objectives.

About Us

At AAH, you’ll be part of a team playing a vital role in one of the UK’s largest pharmaceutical and healthcare distribution networks. Every day, we make a difference in millions of lives by delivering lifesaving medicines from our network of branches to pharmacies, hospitals, and GP practices across thousands of communities.

We operate with purpose and integrity, guided by our ICARE values, and are proud of the inclusive, collaborative culture we’ve built. We don’t believe in standing still, which is why we are investing in our future by transforming our branch network to ensure timely and safe delivery of our valued goods.

As part of our commitment to responsible business practices, we’re actively working to reduce our environmental impact. From modernising our delivery fleet and optimising routes to minimising waste and improving energy efficiency across our operations, we’re supporting a more sustainable future for the communities we serve.

We are an equal opportunities employer, committed to diversity and inclusion. Our person-centred approach to recruitment ensures a fair and welcoming experience, free from discrimination and bias. If you require any reasonable adjustments due to a disability or medical condition, please let our recruitment team know so we can support you throughout the process.