About Us

Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe core principles to continue the Schneider legacy. 

Role Summary

As a Customer Service Advisor, you will be the first point of contact for customers, delivering professional, friendly, and efficient service over the phone and via email. You will handle a variety of customer enquiries, resolve issues, and provide solutions that enhance customer satisfaction and loyalty. This role requires resilience, attention to detail, and a proactive approach to ensure an exceptional customer experience. The position is fast-paced and demands strong problem-solving skills, effective communication, and the ability to manage multiple tasks efficiently.

Key Responsibilities 

• Manage incoming calls and emails from clients and health care professionals
• Process incoming prescriptions and manage electronic prescriptions (EPS) orders
• Maintain external communication from clients and healthcare professionals, including Web Orders, My Pen and Caring
• Call GP surgeries to request outstanding prescriptions and follow up on orders
• Register new clients onto our system, and process sample orders
• Update client records, including cutting templates when needed
• Track missing deliveries and arrange returns or collections
• Handle complaints. Resolve straight forward issues and escalate more complex cases to a Team Leader when necessary
• Work towards KPIs including quality scores, efficiency, and customer satisfaction, with clear performance expectations set by the business
• Keep client information confidential and follow all NHS guidelines, laws and company policies
• Carry out any other tasks asked by your Team Leader/Manager

• Proven ability to handle customer inquiries with patience and empathy
• Ability to engage with customers over the phone in a friendly respectful tone
• Take initiative, work independently and stay focused without needing supervision
• Self-driven to do your best and always look for ways to improve
• Ability to multitask and stay on top of deadlines and focus on what’s important to get the job done efficiently
• Display resilience whilst working proactively with others, supporting your team, and communicating clearly to complete tasks to a high standard
• Strong attention to detail, ensuring accuracy when processing orders, prescriptions, and updating client records

• You have experience working in a fast paced, high volume customer service role, where delivering excellent service and managing multiple tasks was a key part of your job.
• Experience handling phone-based customer service is desired but not essential
• You are comfortable using various computer systems and software, with the ability to learn new tools quickly

• Life Insurance Cover x10 Annual Salary
• Competitive full pension scheme of 8.5% employer contribution
• Employee cost of private healthcare covered with option to add family members
• A comprehensive, embedded Employee Assistance Programme
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre
• 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave
• 1 Me Day, 1 Volunteer day per annum
• Enhanced support on family friendly policy
• Flexible Working