As a Prescription Service Specialist, you will support consumers using our Home Delivery Service by ensuring prescriptions are processed accurately and efficiently. You will be responsible for matching prescriptions to consumer orders and liaising with GP surgeries and prescribing services to resolve discrepancies, ensuring the timely delivery of stoma products.

Working within our Contact Centre, you will play a key role in maintaining compliance, supporting service excellence, and upholding our commitment to patient-centred care.

Key responsibilities:

The following outlines the main duties associated with the role. It is not an exhaustive list, and additional tasks may be required.

• Match prescriptions against consumer orders using internal systems, ensuring all products, quantities, and details are accurate before processing

• Handle inbound calls from GP surgeries, prescribing services, and consumers including order requests and registrations

• Make outbound calls to consumers to provide updates on stock availability, confirm delivery details, and clarify prescription information

• Liaise with GP surgeries and prescribing services via phone and email to request and obtain outstanding prescriptions as well as resolve discrepancies with prescriptions received

• Accurately update CRM systems (e.g. Salesforce and Prescription processing systems), ensuring exemption status and other key information is recorded correctly

• Process consumer orders with a high level of accuracy

• Maintain accurate and compliant consumer records in line with GDPR requirements

• Generate reports using internal databases and systems

• Work collaboratively to meet Contact Centre service levels and KPIs

• Adhere to weekly schedules and attend required meetings, reviews, huddles, workshops, and training

• Contribute to ad-hoc customer service or process-improvement projects

• Represent the company professionally, demonstrating a positive and customer-centric approach at all times
  

Experience and Skills Required

• GCSE level literacy and numeracy (or equivalent)

• Intermediate IT skills, including proficiency in Microsoft Office

• High attention to detail and accuracy

• Ability to prioritise workload effectively

• Excellent telephone manner

• Strong verbal and written communication skills

• Ability to navigate and use multiple systems simultaneously

• Comfortable working in a fast-paced customer service environment

• Positive, proactive attitude with a passion for delivering outstanding customer service
  

Your Benefits

• Company pension scheme to support your long-term financial wellbeing

• Private medical cover, helping you access healthcare when you need it

• 25 days’ annual leave plus bank holidays, supporting a healthy work–life balance