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Customer Service Advisor - Cardiff

Full Time
Job Sector:
Administration / Office Work, Customer Service, Medical, Contact Centre
South Wales
Salary description:
£18, 000
Start Date:
Pelican Healthcare
Job Ref:

Customer Service Advisor - Cardiff

Pelican Healthcare

Perm/ Full Time


About the role

Reporting to the Senior Product Manager, this Pelican Customer Services Advisor role ensures customers are provided with the best possible customer service, through the administration and processing of customer orders and monitoring order - delivery. The role positively enhances customer satisfaction, contributing towards the success of the business by achieving and exceeding key performance indicators, growing the Pelican business.

This is a versatile position that also requires the individual to provide reception cover during breaks and lunch.

Duties and Responsibilities

Inbound Customer Contact

  • To answer customer telephone calls promptly and professionally and to accurately process all Pelican product orders including Business to Business orders, TG Eakin orders, NHS Blue Diamond orders, Stoma Care Nurse stock box orders, Territory Manager sample stock orders and product sample orders.
  • To action and respond to customer contact received by email, fax, internet and letter (i.e. non-telephone contact) in a professional and timely manner.
  • To maintain excellent Pelican product knowledge and to answer all enquiries regarding Pelican products.
  • To resolve any customer queries regarding product delivery

Reception Cover

  • To provide cover and support for the Receptionist during their lunch break and periods of annual leave.
  • Provide excellent face-to-face and telephone customer service, handle all incoming and outgoing mail effectively and carry out administrative duties accurately.

Proactive Order Delivery Monitoring

  • Regularly review the status of orders and courier deliveries and proactively communicate with customers to advise delivery times and resolve any delivery issues to the customer’s satisfaction.
  • To monitor customer back orders and proactively communicate with customers when items are out of stock.

Goods Returned

  • To administer the Goods Returned process, liaising with interdepartmental teams as required. To process any required credits and re-invoices. To keep a record in line with the complaints procedure as required.

Product & Account Administration

  • Responsible for accurately inputting data to create new accounts in accordance with procedures
  • To ensure product records are accurate and prices are kept up-to-date
  • To inform customers of any changes in prices in a timely manner
  • To ensure customer accounts are maintained accurately, including delivery addresses and relevant discounts
  • Monitoring account credit reports and liaising with the Account department
  • Taking credit card payments and liaising with the Accounts department

Inter-departmental Liaison

  • To liaise with Territory Managers regarding Stoma Care Nurse stock box requests
  • To be the contact point for interdepartmental requests and to action those requests in a timely manner (e.g. Warehouse / Production / Accounts)


  • To adhere to the company’s Equal Opportunities policy and Dignity at work policy in all activities and to actively promote equality of opportunity wherever possible.
  • To be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy.
  • To adhere to the company’s Quality policy and Environmental policy.
  • To undertake other duties as may be reasonably required.



  • Previous experience working as a Customer Service Advisor would be beneficial
  • Friendly personality with a “can-do” attitude
  • The ability to work as part of a small team
  • The ability to handle queries from end users with tact and sensitivity
  • The ability to handle trade customers professionally and efficiently
  • The ability to deliver a high-quality service with minimal supervision


  • Previous experience working in a healthcare setting would be desirable
  • Previous experience working with in a B2B environment would be desirable


  • Problem solving – Generates and promotes solutions.  Sees clearly which is the best way forward.  Able to make decisions and commitments within appropriate time frame.
  • Resilience – Can work under pressure, remains calm, thinks clearly and manages emotion under pressure. Addresses issues without being aggressive or controlling and can easily bounce back from setbacks. Is open to feedback and doesn’t dwell on past events.
  • Networking – Feels relaxed about relating to people and soon forges and builds relationships.  Works well in an environment of mutual support and information sharing.  Is not afraid to direct people or ask for their help.
  • Team Working – Enjoys participating in group activities and likes to work in close proximity with other people.  Is ready to collaborate with and support others and is willing to co-operate and compromise for the overall good.
  • Supporting Others – Enjoys supporting other people and is prone to getting involved and trying to help them when they have problems. Is comfortable to contribute to joint endeavours and enjoys team work.  Is willing to let other people depend on them.
  • Following Directions – Is motivated to accept and comply with standards and instructions and has a strong conscience about delivering what is promised or expected.  Doesn’t like letting people down and works productively in cooperation with, and support of others.
  • Quality Orientation – Is precise, pays attention to details, checks things and ties up ‘loose ends’.  Has a strong conscience about getting things right and seeks to ensure that decisions and solutions do not involve undue risk, adheres to policy and standards.
  • Oral Communication – Talks readily and confidently to people, expressing themselves with obvious ease.  Speak out and makes themselves heard, often playing a leading and influential role in debate and discussion.
  • Interpersonal / Influencing – Deals with other in a convincing way that leads to gaining agreement without relying on hierarchy and shows sensitivity to working relationships.  Doesn’t give up easily in the face of opinions that differ from their own.  Influences others to reach conclusions and gain agreements.
  • Technical expert –full breadth of technical knowledge and can operate as a technical advisor, influencing others to achieve goals without relying on hierarchy. Keeps up to date on changes within their field and implements plans to ensure organisation is in a state of readiness. Participates in industry and professional associations


With whom, nature and purpose of contact


  • To liaise with Territory Managers regarding Stoma Care Nurse stock box requests
  • To be the contact point for interdepartmental requests and to action those requests in a timely manner (e.g. Warehouse / Production / Accounts)


  • To be the contact point with distributors regarding their purchase orders
  • To be the contact point with NHS SCNs regarding sample and stock box requests
  • To be the contact point with users (ostomates) regarding sample requests and queries about our products.


  • To attend all national exhibitions, local exhibitions and open days as required.
  • 37.5 hours per week between the hours of 8.00am – 5.00pm Monday to Friday as required to meet the needs of the business. Usual working hours will be 9.00am to 5.00pm
  • 23 days annual leave increasing to 28 days for each years’ service
  • £750 time and attendance bonus
  • Any other duties as required.

Please submit a full CV and covering letter outlining why you are suitable for the role today.

Company Description

Pelican Healthcare is a family owned Company manufacturing medical devices, based in Llanishen, Cardiff. Our customers range from large to small, including larger NHS customers such as Primary Care Trusts, smaller NHS customers, GP surgeries and individual patients. Our orders therefore range from small single box orders, through to large multiple pallet orders.

The company was formed in 1994 and from the outset manufactured disposable products for stoma care.

In 2007, Pelican Healthcare was bought by TG Eakin Limited, a world renowned producer of specialist medical adhesives and wound care products and is now part of the Eakin Group of companies. Our stoma care products are now available under the Eakin brand in an increasing number of international locations.

Since the acquisition, the company has embarked on an ambitious development plan to transform our spacious premises in Cardiff into a state-of-the-art manufacturing and distribution centre. We share a joint Research and Development facility, based in Northern Ireland, with our sister company and are committed to bringing innovative, quality products to market for the benefit of our customers.

We are committed to continually improving our business and invite you to contact us should you require advice about our products and services.

Our Mission Statement
Pelican Healthcare will improve the quality of life of our customers, through the provision of world class medical products and excellence of service.

Our daily work and our customer/colleague relationships should always reflect our core values, which are: Quality, Integrity, Service, Innovation, Trust, Value

We will:
1. provide innovative, effective and safe products of the highest possible quality
2. provide the highest possible level of service to our customers and business partners
3. grow our business through the development of long-term stable relationships
4. behave with honesty and integrity at all times
5. keep our promises
6. be fair employers providing a safe, pleasant and rewarding work environment for our employees
7. operate efficiently and cost effectively
8. provide sustained long-term rewards for our stakeholders
9. operate harmoniously with the community in which we are based
10. operate with due regard and consideration for the environment

Closing Date:

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