Job Description

Are you passionate about healthcare and dedicated to making patients' lives easier? Do you thrive in a fast-paced environment where your exceptional customer service skills can truly make a difference? If so, Vyne Healthcare, part of Optimum Medical, wants you! We're looking for enthusiastic and compassionate individuals to join our team in Leeds, helping us deliver top-notch service and support to our valued customers.

About Us:

Optimum Medical is a leading manufacturer of high-quality urology products, including the brands Optimum Medical, Hunter, and Nexus. Our products are included on the NHS Drug Tariff for supply on prescription. Vyne Healthcare, the service arm of Optimum Medical is a Dispensing Appliance Contractor (DAC), that provides discreet and confidential NHS services, suppling medical appliances directly to customers upon receipt of prescriptions for Drug Tariff items.

Role Overview:

As a Customer Care Advisor, you will be responsible for delivering exceptional customer service to our customers, care assistants, care homes, and healthcare professionals. You will build strong and trusted relationships with customers, acting as their advocate for order placement, requesting and dispensing NHS prescriptions, providing product information and advice, and responding to order and product queries.

Key Responsibilities:

Manage prescriptions, including requesting and dispensing NHS prescriptions on behalf of patients/customers. Take and process orders accurately and efficiently via telephone, NHS prescriptions, email, online, directly from customers, care assistants, and healthcare professionals. Process new customer referrals and provide vital information regarding the service for future orders. Ensure customer records are up-to-date and accurate, including recording product changes and healthcare professional details. Provide product information on own brand and competitor products, championing Optimum own brand products when appropriate. Contact customers to discuss order-related issues, including product delays or discontinuation, repeat order requirements, and courier-related issues. Identify product-related problems requiring intervention from a Healthcare Professional and refer customers to the appropriate professional, including the Vyne nursing team. Welcome newly referred customers to the dispensing service and discuss future requirements and support. Contact customers who have not placed recent orders to ensure continuity of support and products. Identify opportunities to promote Vyne DAC and products to potential new customers. Chase GP surgeries and other prescribers for outstanding prescriptions to ensure customers have continuity of stock. Handle and resolve complaints, identifying root causes to ensure the best possible outcome for customers and non-recurrence. Support Vyne shop customers with queries, purchases, and product returns to ensure total customer satisfaction. Attend internal meetings and training sessions to ensure continuous personal development. Meet personal/team targets as required. Work in line with data protection and confidentiality guidelines.

Skills/Experience Required:

1-2 years plus of experience in a telephone based customer care/ service role (within healthcare is a bonus) Attention to detail and accuracy Ability to prioritise tasks Excellent communication skills, both written and verbal Ability to multitask and use various systems Ability to work in a fast-paced environment A demonstratable passion for customer service A passion for healthcare
Why Join Us? We're proud to offer a people?first benefits package designed to support your growth, wellbeing, and life outside of work. When you join us, you'll enjoy:

Training, Growth & Recognition

A comprehensive induction followed by ongoing training and development Regular performance and pay reviews to recognise your progress Clear pathways to grow your career with us
Rewards & Financial Wellbeing

Opportunity to earn up to 4,000 per year through our companywide bonus scheme Life Assurance at 3x your salary Royal London Pension Scheme, with increased employer contributions the longer you're with us 25 birthday voucher
Generous Annual Leave

27 days holiday + bank holidays Option to buy or sell up to 5 days Additional holiday for every year of service after year three, up to 30 days total Extra day off when moving house (once per year)
Health & Wellbeing Support

Healthshield Cash Plan offering cashback on everyday healthcare costs 24/7 GP Anytime service and a confidential Employee Assistance Programme Access to trained Mental Health First Aiders
Community & Culture

Two paid volunteer/charity days each year A vibrant, values?led culture with regular social events and a strong sense of community

(Please no agencies)

At Optimum Medical

we?LISTEN, we?CREATE, we?MAKE IT HAPPEN, we CARE,?and we?HAVE FUN!

Please note, the successful candidates will be subject to pre-employment checks including 2 satisfactory recent references, qualifications checked (if relevant) and right to work documents.

Optimum Medical is committed to achieving a working environment which provides equality of opportunity and freedom from unlawful discrimination on the grounds of race, sex, pregnancy and maternity, marital or civil partnership status, gender reassignment, disability, religion or beliefs, age or sexual orientation. This?aims to remove unfair and discriminatory practices and to encourage full contribution from its diverse community. Optimum Medical is committed to actively opposing all forms of discrimination.

Job Types: Full-time, Permanent

Pay: 25,500.00-26,500.00 per year

Benefits:

Casual dress Company events Company pension Employee discount Free parking Health & wellbeing programme On-site parking Paid volunteer time Referral programme Work from home
Work Location: Hybrid remote in West Yorkshire LS2 9ET