About Us
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 60,000 clients across a wide range of products. Offering a cut-to-fit stoma product customisation service, we meet the diverse and individual needs of our clients. Fittleworth is part of the wider JDS Family and continues to be on a journey of rapid growth and transformation. Fittleworth provides a discreet and reliable home dispensing service through a dedicated Customer Service Team and 38 dispensing centres nationwide. At the heart of the business are Fittleworth’s 360 employees who live and breathe core principles to continue the Schneider legacy. 

Role Summary
 You will be responsible for providing a high level of customer service to patients, nurses, and medical professionals in the day-to-day management of patient’s prescription requests, processing and dispatching of prescriptions to the patient’s dispenser of choice.

Key Responsibilities 

• Manage inbound and outbound calls and e-mails from patients, and nurses
• Work within the templated guidelines for the service taking prescription requests and signposting clinical issues and questions to clinical nursing staff
• Book stoma review clinic appointments in patients’ local area
• Register new patients onto the service from secondary care nurse, GP surgeries and patients moving into the area
• Communicate prescription changes to patients’ dispenser of choice as required
• Highlight emergency prescriptions request to the prescribing team to ensure requests are facilitated in a timely manner
• Ensure all complaints and concerns are reported and followed up appropriately
• Adopt a continuous improvement mindset to support service development
• Work to support your colleagues to deliver a safe and secure service to patients
• Establish and maintain effective working relationships with co-workers, clinical nurses, and external contacts
• Ensure that all services including record keeping are provided in accordance with current legislation / NHS guidelines and Company process and policy
• Carrying out all duties in an efficient, professional, and courteous manner
• Act in accordance with the JDS Mission and Immutable Principles and support wider business strategies as requested
• Support the team with any other reasonable duties as requested by the service manager

• Strong Customer Service Skills
• Excellent telephone manner and communication skills
• Ability to manage and prioritise heavy workload
• Basic level of computer literacy
• The ability to use initiative and cope under pressure whilst working within the requirements of the department’s procedures
• Excellent interpersonal and communication skills
• Keen to go the extra mile for the long-term benefit and of patients and the Service

• Experience of working within a busy call centre or reception environment
• Demonstrated organisational and time management skills
• GCSE or equivalent pass in Maths and English

• Life Insurance Cover x10 Annual Salary
• Competitive full pension scheme of 8.5% employer contribution
• Employee cost of private healthcare covered with option to add family members
• A comprehensive, embedded Employee Assistance Programme
• Access to our bespoke employee reward platform “Fittle-perks” providing amazing perks such as discounts across major retailers and access to an online Wellbeing Centre
• 25 days annual leave + bank holidays (pro-rated for part time Associates) with the option to buy and sell annual leave
• 1 Me Day, 1 Volunteer day per annum
• Enhanced support on family friendly policy
• Flexible Working