FULFILMENT ADMINISTRATOR

The purpose of the Fulfilment Administrator is to ensure that the delivery and fulfilment of our service is delivered seamlessly ensuring exceptional customer service. This includes all aspects of aftercare, resolving enquiries and ensuring customer satisfaction.

SKILLS REQUIRED:

This role demands excellent communication skills, strong problem-solving abilities, attention to detail, and a customer-centric attitude. The Fulfilment Administrator is also responsible for accurate data collection and input across multiple systems.
Previous experience in a care home setting is a plus
At least 1 year of optical experience required
Strong organizational and time management skills
Excellent interpersonal skills
Enthusiastic and proactive attitude

• Receiving delivery via Royal Mail from our lab of spectacles, which will need to be unpackaged, checked in on VP, bag up per care home ready for delivery and entering the data onto the calendar.
• Submit claims to the NHS in a timely manner from delivery clinics, to make sure payment is received promptly and accurately and identifying and rectifying rejections.
• Process NHS GOS4 order requests, ensuring that the correct procedure is followed to ensure that claims will be accepted.
• Action all aftercare requests in a timely manner so they can be resolved as efficiently as possible.
• Check notes from delivery clinics carried out the day prior and action or resolve any issues.
• Plot delivery clinics to be the most efficient in times and miles covered.
• Schedule delivery on VP for each delivery clinic and prep all physical items and accompanying admin for the delivery clinic to be fulfilled.
• Add the schedule for each delivery clinic on Verizon.
• Communicate with Care Home Managers and staff to book and confirm delivery of glasses or aftercare ensuring accurate data verification for optimal service delivery.
• Communicate with family / NOK queries connected to the processing of glasses or a request that they would like to be present on a delivery day
• Check all orders have been sent to the lab from the packs that were processed from clinics carried out the day prior, ensuring the lab receives the orders promptly which ensures we get a seamless turnaround time.
• Print all Eyecare Plans from the packs that were processed from clinics carried out the day prior and store ready to be delivered with the glasses.
• Prep induction pack items and arrange postal of the parcel in a timely manner to ensure the Care Home received this in time for their induction call.
• Carry out a stock control of frames monthly to ensure we have adequate stock levels within the office.
• Maintain customer records and update home account information to ensure our data is continuously correct.
• Respond to customer enquiries via phone, email, and chat promptly and professionally to ensure high quality customer service.
• Efficiently and effectively resolve customer issues and complaints, escalating to the appropriate department or person as needed to maintain high levels of customer satisfaction
• Manage time effectively to ensure individual performance and targets are met.
• Make changes and adjustment to any delivery clinics to absence or additional clinics needing to be allocated.
• Provide accurate information about our products and services, continuously acting as a positive ambassador for the company.