Our team members are at the heart of everything we do. At Cencora, we are united in our responsibility to create healthier futures, and every person here is essential to us being able to deliver on that purpose. If you want to make a difference at the center of health, come join our innovative company and help us improve the lives of people and animals everywhere. Apply today!
This is an exciting part time role that will give you the opportunity to achieve optimum levels of customer service, dispensing prescription medication and other medical appliances to patients via pharmacy under direction of license.
Location: NWOS, Leigh, WN7 3XJ.
Hybrid working following probation period.
Hours (Part Time): 22.5 hours per week.
Working days are: Monday, Tuesday, Wednesday and 7.5 hours per day 9.00 am to 5.30pm with an hour for lunch.
Job Purpose:
To achieve optimum levels of customer service by dispensing prescription medication and other medical appliances to patients via pharmacy under direction of license. Orders are placed over the phone, email and online portals and need to be processed accurately and within the company regulations and time scales.
There is also a requirement to call customers or send email to provide feedback on orders and timescales regarding stock availability. Good understanding of what is norm and quantities/product knowledge of surgical items from part 9 of the drug tariff will be required however training will be provided,
Role Complexity:
To enhance the quality of our customer experience through better understanding their needs and ensuring the Contact Centre team can demonstrate how we are meeting these needs. Ability to gain commitment using appropriate interpersonal styles and techniques to deal with customer complaints, queries or other information requests, modifying one’s own behaviour to accommodate tasks, situations, and individuals involved.
Principal Accountabilities:
Provide customer care at the highest level to ensure maximum customer satisfaction.
Ensure that inbound/outbound orders are dispensed to customers/patients accurately by following the local SOP for placing orders.
Ensure that customer queries are resolved, and that progress is reported back to the customer within agreed timescales.
Advise Contact Centre Team Leaders of any instance requiring special action.
The ability to handle complaints and difficult situations in a patient, calm and effective way.
Continuous update of product & process knowledge
Ensuring that confidentiality of customer information is maintained in line with regulatory IG requirements and GDPR.
Additional Information:
All staff are expected to understand the principles of Good Distribution Practice of Medicinal Products for Human Use (2013/C 343/01) which is reflected in our SOP – REF Chapter 1 AHDL GDP 1.1. It will be a requirement for all staff to be trained in this SOP and have a periodic refresher.
We will offer you a competitive salary and benefits package including:
Employee assistance programme with legal and financial advisors as well as mental health counselling
Perks at Work with discounts in various retailers such as: Currys, PC World, Samsung, John Lewis and more
Access to Mental Health First Aiders
Contributory Pension Scheme after 3-month service
Cycle to Work Scheme
Service Based Holidays
Career Development and internal progression opportunities
Up to two paid Volunteer days per calendar year to carry out volunteer activities (pro rata for part time)
.
Knowledge, Skills and Experience Required:
Experience within a call centre and processing environment
Proficient in Microsoft tools including 365, Excel, PowerPoint, Word and Teams
Excellent verbal and written communication skills, including rapport building.
A responsible attitude
Good 'people skills' for building relationships with colleagues and customers at all levels with the ability to motivate people.
The ability to plan and prioritise your own work.
Calmness under pressure
Decision-making ability
Accurate record keeping
IT & keyboard skills
Results and achievement orientated.
Highly motivated, proactive, and flexible
Open to giving and receiving constructive feedback.
Demonstrable customer focus
Problem solving and decision-making skills.
Can work to deadlines with efficiency and accuracy.
Attention to detail.
What Cencora offers
Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.
Part time
Affiliated Companies
Affiliated Companies: Alliance Healthcare Management Services Limited
Equal Employment Opportunity
Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.
The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.
Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email hrsc@cencora.com. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned
