Location: Angel, Islington (Hybrid working)
Contract: Permanent
Working Hours: shift patterns between 08:00-18:00 weekdays, plus some weekends. We support our customers seven days a week and your shift patterns will be provided at least two weeks in advance.
Recruitment Partner: Frankie McCallister-Lyas
Website: https://onlinedoctor.boots.com/
About The Role
This role sits within our Boots Digital Health & Online Doctor Customer Care team, where you’ll answer our patient queries who use our Online Doctor service via telephone, email or chat.
We’re looking for someone who is a true customer service professional, who thrives in a fast‑paced environment, collaborates well within a team and takes real pride in their work. You’ll be happy to work towards targets, and you’ll be rewarded with a performance bonus for delivering outstanding patient experiences.
Our Support Team sits at the core of Boots Online Doctor. It’s the place our Online Doctor customers turn to for advice, to share feedback and to feel genuinely listened to. We also work closely with our store pharmacies to ensure every patient enjoys a seamless, straightforward experience and feels confident they’re receiving the highest standard of care.
Key Responsibilities
On a day‑to‑day basis, you will deliver a high‑level customer experience, ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding.
- Ability to work autonomously and exercise excellent judgement
- Able to answer customer queries via telephone, email or chat quickly and enthusiastically, with a high level of care
Our team are curious problem solvers and good listeners that are comfortable using a variety of technologies to resolve customer questions.
What Experience You’ll Need To Have
- Solid experience within digital customer support or call centre support, working towards targets and KPI’s
- Strong written and verbal communication skills
- Be proactive, self‑accountable, assertive, and self‑motivated with the ability to perform within tight time constraints, address the root causes of issues, take the appropriate corrective actions, and develop/improve on current processes
- Understand key areas to increase customer satisfaction, both in terms of quality and on‑time delivery
- Ability to make clear suggestions for further investigative steps
It Would Be Great If You Also Have
- NHS / Healthcare experience
Rewards Designed For You
- Boots Retirement Savings Plan
- Discretionary annual bonus
- Generous employee discounts
- Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
- Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case‑by‑case basis.
At Boots, we’re proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we’re committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Customer Care Specialist, Boots Online Doctor employer: Boots UK
Boots UK is an excellent employer for pharmacists seeking to make a meaningful impact in patient care within the vibrant community of Basingstoke. With a strong commitment to career development and a supportive work culture, employees benefit from diverse growth opportunities and access to both in-store and digital tools that enhance their professional skills. Join us to be part of a team that values exceptional service and fosters a collaborative environment.
