Customer Services Representative

We are looking for a highly motivated individual to deliver excellent customer service to all customers who contact the General Pharmaceutical Council. 

Closing date: 22 January 2020 (12 pm)

Interview dates: TBA

Salary: £23,370 per annum, plus benefits

Hours: 35 hours per week, from 9 am to 5 pm, Monday to Friday

Location: Canary Wharf, London (currently home-based)

Follow this link for details on how to apply

The role

Service is provided by telephone and email and successful applicants will provide high quality responses in an efficient and helpful manner. Working as part of a team, both within the contact centre itself and the wider customer services department; customer services representatives’ overall responsibility is to ensure that high quality levels of customer service are always maintained.

To be successful in this role applicants must be able to multitask, have the ability to remain calm at all times and have a passion for helping people and enjoy customer services. A confident and polite manner, as well as an excellent work ethic are essential to the role. Experience of handling high volumes of calls within a contact centre environment would be ideal.

The successful applicant will:

  • Handle all incoming telephone calls and emails into the contact centre in a professional manner.
  • Follow the correct call handling procedures in order to provide a streamlined service.
  • Always use appropriate language, empathy, listening skills and call control in a way that the customer understands and in a manner that the customer appreciates.
  • Make sure that the customer fully understands what to do next and where to go for further information.
  • Capture and record information relating to the queries received, so that topics can be further analysed to inform our work.
  • Identify and flag any issues and potential risk on individual cases to Fitness to Practice for further investigation.
  • Have an unwavering commitment to equality, diversity and inclusion.

In return for their commitment and enthusiasm, applicants can expect a rewarding and challenging work environment, good work-life balance and workload plus an excellent benefits package [PDF 234 KB], that includes 30 days holiday (plus bank holidays).

About the GPhC

We are a respected regulatory body that regulates pharmacists, pharmacy technicians and pharmacies in Great Britain. We work to assure and improve standards of care for people using pharmacy services.

Our organisation has a long-term vision and a desire for highly skilled and specialist staff. We are committed to providing workforce learning and development opportunities.

In response to the Covid-19 pandemic, our staff are predominantly home-based for the foreseeable future. As an organisation, we are also exploring the possibilities of future flexible working options.

We are proud of our diverse and inclusive culture and are committed to holding ourselves to the same standards we expect of others.

Follow this link to see our privacy policy and understand how we collect, use and share your personal data during our recruitment process.

Applying for this role

If you feel you have the required experience and skills and would like to join us, please send your CV and covering letter explaining how you meet each of the criteria for the role, and where you found out about this vacancy to:

In your email subject, please include your name and the role you wish to be considered for. Please note that applications without a covering letter will not be considered.

Please consult the job description document below to help you prepare your application:

Customer Services Representative - role description [PDF 178 KB]

We welcome applications from all sections of the community

We are committed to promoting equality, valuing diversity and being inclusive in all our work as a health professions regulator.

As part of your application for this role, please complete our equal opportunities and diversity monitoring form. This form is optional and you don't have to complete it; however it provides us with useful information for monitoring and reporting purposes and is strictly confidential. The information you provide on this form will not form part of any selection process and will not be shared with the selection panel. 

Closing date: 22 January 2020 (12 pm)

Interview dates: TBA

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