Elements and Performance Criteria
- Establish and respond to customer requirements.
- Plan and develop strategies to enhance provision of customer service according to pharmacy policy.
- Research and analyse customer needs in regard to pharmacy products and services, along with local demographic and cultural issues.
- Resolve customer complaints referred by team members according to pharmacy policy.
- Monitor sales and service targets and plans to ensure that customer requirements are met, and take appropriate remedial action if required.
- Encourage team members to take responsibility for meeting customer requirements.
- Seek and use feedback from customers to improve future operations.
- Monitor, maintain and improve sales and service delivery.
- Implement, communicate and review policies and procedures for sales and servicedelivery on a regular basis.
- Maintain adequate resources for optimum customer service provision and in line with relevant budget allocation.
- Ensure sales and service targets and plans are consistent with pharmacy values, objectives and business plan.
- Communicate sales and service targets and plans to relevant personnel according to implementation schedules.
- Provide feedback to staff and take corrective measures to minimise factors that may disrupt operations.
- Monitor and evaluate effectiveness of corrective actions for future operational planning.
- Ensure current and accurate records on sales are available to authorised personnel and act on relevant reports as required.
- Negotiate supply of goods.
- Negotiate and implement arrangements with suppliers and communicate to relevant personnel.
- Monitor records of suppliers and stock for accuracy and legibility and take appropriate action where necessary.
- Identify and communicate market factors affecting supply of pharmacy medicines or products to the pharmacist in charge and relevant team members.
- Convey complete and accurate records of negotiations and agreements to appropriate personnel within designated time limits.
- Take immediate corrective action where potential or actual problems with supply are indicated.
- Identify and develop new suppliers where relevant, to maintain and improve sales and service delivery.
- Provide productive work environment.
- Regulate and monitor staff access to and use of resources for maximum efficiency and sustainability.
- Maintain staff work conditions to meet requirements of relevant agreements, legislation and pharmacy policy.
- Ensure that maintenance frequency and use of equipment conform to recommended schedules and procedures.
- Replace, repair or adapt resources that do not meet requirements as soon as practicable and with minimum disruption to work activity.
- Communicate recommendations for improving conditions to relevant personnel within designated timeframe.
- Maintain complete and accurate records and make them available to authorised personnel.