Role Summary
The Customer Service Retention Advisor is responsible for protecting and expanding our client base through proactive engagement, targeted retention strategies, and consistently high-quality service that drives loyalty and reduces churn. This role promotes the company’s full range of services while ensuring exceptional client satisfaction at every interaction. The Advisor will manage a variety of inbound and outbound communications, build strong and trusted relationships, and deliver tailored solutions that meet individual client needs. A key focus of the role includes executing campaigns aimed at improving patient outcomes through product upgrades and conversions. Success in this position requires excellent communication skills, empathy, and a deep understanding of Ostomy and Continence Care. 

Key Responsibilities

• Manage Prescription Service Inbound calls maintaining expected Service Levels 

• Conduct outbound retention, win-back, prospective client and prescription service calls using structured objection-handling and retention techniques. 

• Process EPS tokens and paper prescriptions accurately in the CRM system, resolving issues where needed and maintaining complete, compliant records of all activity. 

• Develop and maintain strong relationships with existing clients to ensure loyalty and reduce churn. 

• Identify at-risk clients and implement proactive retention strategies. 

• Educate clients on Hollister and Dansac products, promote upgrades where clinically appropriate, and seek Clinical Team guidance where needed 

• Promote Fittleworth Delivery Service, with all our potential customers and attract new patients to Fittleworth 

• Communicate value propositions clearly and effectively. 

• Adapt to use a range of techniques to handle objections and retain / win clients whilst providing excellent service 

• Achieve individual and team key performance indicators (KPIs) 

• Resolve issues efficiently, ensuring a positive client experience. 

• Gather feedback and escalate concerns where necessary to improve service delivery. 

• Enrol new clients onto the Fittleworth system 

• Maintain accurate client records in CRM systems. 

• Track retention metrics and report on performance against targets. 

• Work in line with standard operating procedures and client call scripts. 

• Maintain the accuracy and quality of client records in line with General Data Protection Regulations (GDPR) 

• Log complaints as received and escalate as required in line with agreed processes 

• Continually look for, and suggest, ways we can improve the service we provide to Health Care professionals and our mutual clients 

• Actively promote Fittleworth to internal and external customers, carrying out all duties in an efficient, professional and courteous manner 

• Any other reasonable duties as requested by your Team Leader, the Department Manager, Director or the Company Director Team in their absence 

Skills & Experience

• Previous experience of working in high-volume customer experience environment. 

• Proficient in all Microsoft applications including but not limited to Dynamics CE, Teams, Outlook, Excel and Word   

• Focus on delivering exceptional service. 

• Excellent telephone manner 

• Resilient and adaptable to change. 

• Results-oriented with strong problem-solving skills. 

• Team player with a proactive approach. 

• Excellent written and verbal communication skills 

• Essential requirements leading by example, demonstrating Bold Behaviours taking accountability and ownership. 

About Us
Fittleworth Medical is a leading Dispensing Appliance Contractor (DAC) and provides a home dispensing service to over 73,000 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 36 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.   

What we offer

• Life Insurance Cover x10 Annual Salary (subject to the T&C’s of the scheme) 

• 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  

• Internal refer a friend/family scheme