Customer Retention & Support Advisor
Nottingham, Nottingham (Hybrid)

Eakin Healthcare
At Eakin Healthcare, we put patients at the heart of everything we do. We are a family-owned global medical device company with a proud heritage of innovation and care. We deliver innovative solutions across Ostomy, Respiratory, and Surgical therapies, along with our Respond home delivery service. Founded over 50 years ago, we now have a team of over 700 dedicated people across three UK manufacturing sites, 12 international sales and distribution centres and export to over 60 countries. We’ve been recognised as a Great Place to Work®! And we’re proud to be named among the Best Workplaces in Healthcare and Best Workplaces for Women.

At Eakin Healthcare, we’re united by one mission: working together to improve lives - just like we’ve been doing for over five decades.

WHY JOIN US?
We’re good at what we do – come and join us and you can benefit from:

• Blended Working
• Bonus
• 25 days holiday plus bank holidays (rising to 28)
• Option to buy holiday days
• Wellbeing Programme
• Health Cash Plan
• Pension
• Life Assurance
• Enhanced Maternity/Paternity
• Cycle to Work Scheme
• Referral Scheme
• Long Service Awards

ABOUT THE ROLE
This role is based in our UK Service part of the business, Respond Healthcare. For stoma and continence patients who need appliances dispensed with ongoing care, support and advice, our award-winning, confidential, stress-free Prescription Dispensing Service is committed to delivering the very best levels of customer care.

This role is to provide the best possible customer service to our customers, contributing towards the success of the business by going above and beyond to meet our customers’ expectations and fulfilling their needs in a safe and timely manner.

Reporting to the Care Centre Manager at our office in Peterborough, this Customer Retention & Support Advisor is to ensure all customer orders are processed accurately and monitored through to delivery, within the relevant timeframe whilst adhering to the required regulations. The majority of our customers are individual patient customers who we supply products to on a prescription basis through our Home Delivery Service, similar to that of a pharmacy.

The Customer Retention & Support Advisor will handle all customer queries effectively and in a professional manner.

This role requires forward thinking, so you will have the freedom to make decisions to meet the needs of our customers which is pivotal to maintaining high levels in customer satisfaction and retention of our customers, contributing towards the success of Respond Healthcare, growing the Respond business.

Please note this is a contract role covering a maternity leave.

KEY ACTIVITIES
Order Retention

• To contact customers monthly to ensure orders are confirmed and placed as needed. Working out the best order rotation in line with the customer requirements and expectation of delivery.
• Ensuring all customer tasks are adequately set up and actioned to maintain a good order flow.
• To maintain excellent product knowledge and to answer all enquiries regarding products. Using opportunities to highlight Group product where possible.

Customer Loyalty

• Maximise the number of existing customers who continue to use our service by identifying customers who do not place regular orders, making proactive contact to secure future orders.
• To revisit customers classified as ‘lost’ to the service and gain commitment to return to regular ordering.
• To maintain excellent knowledge on the full Respond service and demonstrate key benefits well.

Customer Support

• Build meaningful working relationships with and to liaise with GP surgeries and other relevant parties regarding prescriptions, including prescription requests, incorrect prescriptions, urgent orders and prescriptions that are not received.
• Minimise the number of orders that are written off, within set KPIs, due to non-receipt of prescriptions.
• Minimise the number of prescriptions returned and not paid by the PPA.
• Keep a fully traceable record of prescriptions received.

Customer Complaints and Compliments

• Ensure complaints relating to all areas of customer service are dealt with efficiently and effectively ensuring total customer satisfaction.
• Responding appropriately and sincerely to all customer complaints and compliments.
• Reporting all issues that hinder the delivery of excellent Customer Service to the Customer Experience Manager.
• Record all customer complaints and compliments.

Other

• To attend relevant training courses, keeping own knowledge of the business, products and processes up to date; including completion of inhouse stoma and continence course.
• To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
• To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s Health and Safety policy.
• To adhere to the company’s Quality policy and Environmental policy.
• To undertake other duties as may be reasonably required.

KEY SKILLS
Essential

• Previous experience working in an Inbound & Outbound environment.
• Previous Customer Service experience
• Friendly personality with a “can-do” attitude
• The ability to work as part of a small team with limited direct supervision.
• The ability to handle queries professionally and efficiently with sensitivity
• The ability to deliver a high-quality service
• Conscientious and able to act proactively

Desirable

• Previous experience in the healthcare sector.
• Experience of promoting products and services to existing and potential customers.

KEY WORKING RELATIONSHIPS
Internal

• To liaise with warehouse and DPD to meet the needs of the customer.
• Inform the Key Account Director and Territory Managers of any unusual events.
• Escalate customer dissatisfaction to the Customer Experience Manager.
• To be the point of contact for interdepartmental requests and to action those requests in a timely manner.

External

• Liaise with the Stoma Care Nurse & other healthcare professionals regarding any issues affecting our customers or their products and to ensure that new customers' orders are processed within agreed timescales.
• To liaise and build strong relationships with GP surgeries to obtain the customers prescription before despatch of product.

ADDITIONAL INFORMATION

• Blended home/office working shifts available.
• 7.5 hours a day between the hours 8:30 -17:30 on a shift rotation.
• 1 in 8 Saturdays 8:30 – 12:30.
• Total 38 hours a week.
• Objective based bonus.
• Occasional UK travel may be required.

COMPETENCIES

• Customer Focus
• Manages Complexity
• Drives Results
• Collaborates
• Communicates Effectively
• Instills Trust
• Nimble Learning
• Being Resilient

Closing date: 2nd July 2026