About Us
We are a leading organisation in the UK medical cannabis sector, producing educational content, patient stories, and industry insights to raise awareness, reduce stigma, and support access to prescription cannabis. Our work spans podcasts, video interviews, educational series, and social media campaigns aimed at patients, clinicians, the general public and professionals.
Role Overview
As the Customer Service Representative you will support the supply of medical products to customers and pharmacies. The role involves handling enquiries, processing orders, and ensuring accurate and compliant communication. A strong understanding of regulatory standards such as GMP and product traceability is essential. The position requires close collaboration with departments including Production, Quality Assurance, and Logistics. Maintaining accurate records and supporting audit requirements is a key responsibility. The role may also involve managing product complaints and supporting recall processes. Success requires attention to detail, strong communication skills, and the ability to work effectively in a regulated, fast-paced environment.
Key Responsibilities
· Respond to customer enquiries via phone, email, and digital platforms in a timely and professional manner
· Process orders for medical products, ensuring accuracy and compliance with regulatory requirements
· Provide detailed information on products, availability, and delivery timelines
· Handle customer complaints, returns, and product issues in line with company procedures and quality standards
· Maintain accurate customer records and documentation to support audits and traceability
· Ensure compliance with Good Manufacturing Practice (GMP) and relevant healthcare regulations
· Liaise with internal departments such as Production, Quality Assurance, Logistics, and Regulatory Affairs
· Escalate quality concerns, adverse events, or product complaints appropriately
· Support product recall processes if required, ensuring clear communication and documentation
· Monitor order status and proactively communicate updates or delays to customers
· Assist with inventory checks and coordinate with supply chain teams to ensure product availability
· Meet service level agreements (SLAs) and performance targets
Skills & Experience Required
· Previous experience in customer service, preferably within a medical, pharmaceutical, or regulated environment
· Understanding of GMP and regulatory compliance (preferred)
· Strong communication and interpersonal skills
· High level of accuracy and attention to detail
· Ability to manage sensitive or compliance-related information
· Good organisational and time management skills
· Proficiency in CRM systems and Microsoft Office
Personal Attributes
· Professional and customer-focused approach
· High level of integrity and confidentiality
· Strong problem-solving and decision-making skills
· Ability to remain calm under pressure
· Detail-oriented with a focus on compliance and accuracy
· Adaptable and able to work in a fast-paced, regulated environment
· Team-oriented with strong collaboration skills
What We Offer
· Competitive salary and benefits package, commensurate with experience
· Opportunity to work closely to play a key role in shaping the customer services department
· A supportive and collaborative working environment with strong cross‑functional teamwork
· The chance to make a tangible impact on customer satisfaction.