Job Description

Location Crawley


Job type: Permanent Full Time


Job ref: 011070



The Customer Service Advisor is responsible for delivering best-in-class service by supporting customers throughout the order and enquiry process.





The role ensures accuracy in order management, clear and proactive communication, and contributes to continuous improvements that enhance efficiency and customer experience.

This role is 4 days per week on-site (including 1 day to our Global HQ in Worthing), 1 day WFH.

What You'll Be Doing:

Process local and international orders, returns, and credits accurately and within agreed timescales. Communicate proactively with customers, field staff, and colleagues by phone, email, and face-to-face in a professional, helpful manner. Provide clear, timely updates throughout the order journey to avoid delays and ensure customer satisfaction. Capture, analyse, and report on customer feedback, complaints, and other service data as required. Maintain and update customer contract pricing in the ERP system. Keep SOPs and process documentation current; support cross-training to strengthen team capability. Contribute to management information (MI) reporting with accurate data and insights. Actively support colleagues by sharing knowledge, covering tasks when required, and contributing to team goals. Identify and support continuous improvement initiatives in processes and systems.

What Experience & Skills You Will Need:

Competencies


Strong customer focus with a proactive, solutions-oriented mindset. Excellent written and verbal communication skills. Organised and detail-oriented, able to manage multiple tasks effectively. Builds strong relationships across teams and departments. Flexible and adaptable in a fast-moving environment. Logical problem-solver with analytical ability. Able to present information clearly and concisely. Comfortable working to performance targets. Understands how customer service supports the wider commercial function, ensuring decisions and actions contribute to customer loyalty, sales performance, and business goals.

Qualifications/Training/Experience

Essential:


Ability to work independently and take initiative. Experience meeting tight deadlines with high accuracy and attention to detail. Intermediate to advanced Excel skills and confident use of MS Office. Excellent spoken and written English.

Desirable:


Previous customer service experience, ideally in medical devices or a similar regulated industry. Graduate with ambition to grow a career in an innovative medical device company. Keen interest in stakeholder engagement and relationship building. Knowledge of customs and export processes. Familiarity with ERP systems. Awareness of Data Protection, Cyber Security, and money laundering policies.

What We Can Offer You:

Private Healthcare (access to remote GP & Counselling) for peace of mind On-site Parking for convenience and cost efficiency Annual Wellbeing Reimbursement to care for your mind and body Pension Plan to secure your future Cycle-to-work Scheme to stay active and eco-friendly Enhanced Parental Pay to support new families * Referral Bonus to benefit from recommending talent