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Customer Services Assistant - Sample Support

Full Time
Job Sector:
Administration / Office Work, Customer Service, Nursing / Social Care, Medical
South Wales
Salary description:
£19, 382
Start Date:
Pelican Healthcare
Job Ref:

Customer Services Assistant - Sample Support
Greypoint Cardiff, CF14 5WF
Salary: £19,382


  • Follow up on samples sent directly to patients. 
  • Gather data relating to use of product and conversion to Pelican Healthcare from a competitor. 
  • Continue to contact converted patients to ensure ongoing use of Pelican Healthcare product and support patients if unable to obtain from usual HDS provider. 
  • Promote Respond where appropriate to ensure non-switching from Pelican Healthcare to competitor product through their HDS.
  • Cover sample, trade orders and reception when required.


Promotion and Conversion

  • Upon receipt of a sample request contact the patient, prior to samples being despatched, to introduce them to Pelican Healthcare to ensure the samples being sent are as required and suitable and ‘warm’ the patient to further contact. 
  • Follow up samples with patients, by telephone, e-mail or letter, to gather feedback data.  This includes pouch use, skin condition and whether the patient will continue to use the Pelican Healthcare products. To supply additional samples if necessary to ensure continued use. This information is recorded manually on a spreadsheet for analysis purposes.
  • Continued contact with patients converting to Pelican Healthcare pouches to ensure continuation of use and capability to obtain o prescription from their usual Home Delivery Service provider.  For patients experiencing difficulties in obtaining Pelican Healthcare products find a solution, which could include using Respond Home Delivery Service.

Patient Advocate

  • If appropriate and necessary act as the patients advocate in discussing change of products with the Stoma Care Nurse, G.P. Surgery or Home Delivery Service.

Analysis of Data

  • Report monthly on the outcomes of sample follow up, e.g. number of samples sent, number of patients contacted, number continuing to use and reasons for non-use.


  • Diary management to ensure follow up calls are agreed with the patient and carried out in a timely manner and at the agreed patient appointment time.  Leads must be prioritised accordingly, leads from the website, exhibitions and events are consider ‘hot’ leads.  Other leads such as coupons are considered to be ‘warm’.

Other Duties

  • To support sample and trade order processing and reception cover when necessary.


  • This role is a result driven position.  Success is measured in relation to the number of patients contacted and feedback in relation to the continuation of use of Pelican Healthcare products and product feedback, both positive and negative.  Product feedback is fed into R&D to support product development.

Product Promotion

  • To ensure that all samples are followed up and data / information in regard to continued use is recorded.  To supply additional samples if necessary.

Sales Growth

  • To increase the sales of Pelican Healthcare product through competitor Home Delivery Service companies or through Respond.

Product Intelligence

  • To gather product intelligence, both positive and negative, and feedback into R&D for future product improvements or developments.

Pelican Healthcare Product Advocates

  • To record positive patient outcomes and grow the ‘family’ of Pelican Healthcare product patient advocates.

Respond Healthcare

  • To offer and promote Respond Healthcare to patients who show discontent with current Home Delivery Service provider or switching Home Delivery Service provider.


  • To attend patient events when necessary.
  • To assist with processing sample and trade orders when necessary.
  • To cover reception when necessary.

Other Responsibilities include:

  • 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.
  • Be responsible for your own health and safety and that of your colleagues, in accordance with the company’s’ Health and Safety policy.
  • Adhere to the company’s Quality policy and Environmental policy.
  • Work within the ISO Standard Operating Procedures and Work Instructions.
  • Liaise with other departments, such as I.T., Marketing and Respond to ensure continuous improvement and patient satisfaction.
  • Undertake other duties as may be reasonably required.



  • Experience in telephone sales or promotional environment.
  • Ability to demonstrate excellent written and spoken communication skills.
  • Obtained a level of GCSE English, Maths and I.T. Level C or above.
  • Ability to demonstrate excellent organisational skills and diary management.
  • Attention to detail and accuracy in recording data.


  • Microsoft packages, such as Word and Excel.
  • Ability to work autonomously.


  • Problem solving – Generates and promotes solutions.  Sees clearly which is the best way forward.  Able to make decisions and commitments within appropriate time frame.
  • Strategic Awareness – Maintains a strong awareness of long-term goals and plans, keeping the future eventualities and possibilities in mind.  Thinks in a global way and sees the bigger picture.  Is likely to make impact on future direction and outcomes
  • 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.
  • Oral Communication – Talks readily and confidently to people, expressing themselves with obvious ease.  Speaks out and makes themselves heard, often playing a leading and influential role in debate and discussion.
  • Interpersonal / Influencing – Deals with others 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.
  • 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.
  • Analytical – Enjoys analysing qualitative data but also considers quantitative and seeks to identify and explore they key elements in information before making commitments.  Tends to like to use facts and figures when planning and reporting and is concerned about accuracy and detail
  • Information Gathering – Enjoys dealing with and refers to factual data.  Likes to be well informed and drills down into details.  Prefers to access wide range of information and opinion before making decisions and when solving problems.
  • Planning and Organising – Thinks things through well in advance and maps out future activities, taking the key stages and requirements into account.  Likes to monitor to ensure that things are implemented and delivered effectively.
  • 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.


  • People: no direct reports
  • Budget / resources: to be aware of sample and carriage budgets.
  • Some travel to events may be necessary as the role develops.

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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