Basic Information

Job ID 16633


Company: Ashfield Engage

Job title: Customer Experience Support Advisor

Therapy Area: Animal Health                                 

Location: Bracknell (Hybird)

Salary: Competitive

Job Purpose:

  • The provision of best in class customer experience support aligned with BIAH’s sales, marketing, technical & commercial teams. Managing incoming customer enquiries predominantly of a commercial nature, but also providing back up for flea enquiries, based on a foundation of solid technical training. Additionally to provide pro-active customer support such as:
  • Outbound tele/online marketing
  • Campaign implementation and event co-ordination

Key Responsibilities:

·       To provide excellent customer service through the provision of accurate and informed responses to commercial and marketing enquiries by customers, ensuring all administrative responsibilities associated with enquiry resolution are performed

Related performance Indicators:

Positive feedback/queries responded to within a timely manner. Administration performed, recorded and closed

·       To carry out outbound calls to pre-assigned contacts to execute campaign activity or develop existing or create new customer relationships

Related performance Indicators:

KPIs associated with marketing campaigns achieved

·       Ensure accurate records of customer contact are maintained and trends reported and escalated as required.

Related performance Indicators:

KPIs associated with enquiry reporting achieved. Trends identified and reported to Customer Support Team Manager

·       As required, to provide back up to CX Technical Support advisors in the effective resolution of flea queries, and other simple technical enquiries, operating within the pharmacovigilance regulatory framework for reporting SLEES and SARS

Related performance Indicators:
Queries are efficiently and effectively resolved compliant with regulatory requirements

  • To provide first line commercial support to customers in the area of rebates & pricing.
  • Ensure in-bound enquiries are handled, reported and escalated as appropriate.
  • Carry out outbound activities on a periodic basis.

Related performance Indicators:

Product orders are processed accurately and timely via Customer Services and the wholesalers.

Customer queries are resolved/escalated in line with KPIs.

Job Complexity

Responsible for all marketed products, responding to varied and unpredictable enquiries by customers.


  • Customer Support Manager
  • Brand Technical Advisors
  • Technical Services Vets
  • Sales team members and managers
  • Marketing/Brand Manager(s)
  • Commercial operations and customer experience team members
  • Regulatory and PV team members
  • Marketing co-ordinators and business assistants
  • Customer Services/Supply Chain
  • Wholesalers

Job Expertise

Knowledge of the NOAH code of practice

Job Impact

This is the most customer facing area of the business and the efficient and effective resolution of customer enquiries contributes to a positive customer experience and enhances the reputation of BIAH within the industry.

Minimum Education/Degree Requirements:

Demonstrable understanding of animal pharmaceutical/veterinary sector. Previous customer service experience.

Required Capabilities (Skills, Experience, Competencies):

• Strong planning and prioritisation skills

• Process-oriented

• Excellent communication and interpersonal skills

• Analytical and detail oriented

• Demonstrable telesales experience

• Ability to problem solve and make decisions within boundaries of responsibility

• Strong commercial awareness

• Ability to adapt and be flexible in an ever evolving environment

• Confident IT user


Ashfield is a fast-paced place to work where you will be highly valued. We will give you all the support, training and encouragement you need to deliver first-class results for our clients. With an international reach and great support, the opportunities here are wide and diverse.

It is our people that have made us successful, and we are committed to our values: Quality, Partnership, Ingenuity, Expertise and Energy.

Ashfield Engage UK is an equal opportunity employer. Employment at Ashfield Engage will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of gender, sexual orientation, marital or civil partner status, gender reassignment, race, religion or belief, nationality, ethnic or national origin, disability, age, pregnancy.

Please note if you have not heard from a member of the resourcing department within 7 days your application has been unsuccessful at this stage.

Thank you for your interest in Ashfield.