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For Companies At a Glance
- Tasks: Support customers via phone, email, and chat, resolving complex queries and complaints.
- Company: Join Boots, a leading healthcare provider with a commitment to customer care.
- Benefits: Enjoy flexible working, generous discounts, and a supportive work environment.
- Other info: Be part of an inclusive team that values your contributions and offers career growth.
- Why this job: Make a real difference in patients' lives while developing your customer service skills.
- Qualifications: Experience in customer service and coaching, preferably in healthcare or telemedicine.
The predicted salary is between 36000 - 60000 £ per year.
Location: Angel, Islington (Hybrid)
Contract: Permanent
Working Hours: shift patterns between 08:00-18:00, including some weekends (we support our customers seven days a week. Shift patterns will be provided at least two weeks in advance)
About The Role
Our senior customer care role sits within our Boots Online Doctor Customer Care team, where you'll answer our customer queries who use our Online Doctor service via telephone, email or chat and act as a point of escalation for complex issues. You'll be able to handle and resolve complex complaints, liaising with our internal clinical and governance teams.
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 sit 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
- Acting as a point of escalation for complex issues, with the ability to handle and resolve complex complaints whilst liaising with our internal clinical and governance teams.
- Coach the team on contact centre best practice and objection handling.
- Collaborate with Team Managers to drive performance by contributing to our quality assurance programme, team meetings, and recruitment.
- Analyse team performance, identify areas of improvement using Looker, our data analytics tool.
- Support our team managers with workforce planning.
- Taking ownership of processes and suggesting ways to work better.
- Collaborate with teammates to handle daily tasks timely and efficiently.
In addition, you'll also support our Online Doctor customers by:
- Providing a professional and efficient personalised service.
- Answering questions, helping navigate our website and their accounts.
- Working with our clinicians and our partner pharmacists to make sure requests are being answered by the right expert.
- Helping partner pharmacies navigate through online patient records system, including password resets.
What You'll Need To Have
- Experience in a similar contact / call centre environment.
- Experience coaching and supporting a team.
- Experience within telemedicine / online healthcare industry.
- A proven track record of delivering excellent patient/customer service.
It Would Be Great If You Also Have
- NHS / Healthcare experience.
A Bit About Us
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.
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.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday.
What's Next
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you'll be notified by email.
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.
We hope to hear from you soon. Be brilliant with Boots.
Senior Customer Support Specialist, Customer Care, Boots Online Doctor in London employer: Boots UK
Contact Detail:
Boots UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Specialist, Customer Care, Boots Online Doctor in London
✨Tip Number 1
Get to know the company! Research Boots Online Doctor and understand their values, mission, and the specifics of the Senior Customer Support Specialist role. This will help you tailor your approach during interviews and show that you're genuinely interested.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with customers via phone, email, and chat, it's crucial to articulate your thoughts clearly. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Showcase your problem-solving abilities! Be ready to discuss past experiences where you've successfully handled complex complaints or escalated issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and serious about joining the Boots team.
We think you need these skills to ace Senior Customer Support Specialist, Customer Care, Boots Online Doctor in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Support Specialist role. Highlight your experience in customer service, especially in fast-paced environments, and any relevant coaching or team support roles you've had.
Showcase Your Skills: Use specific examples to demonstrate your ability to handle complex complaints and work collaboratively with teams. Mention any experience you have in telemedicine or online healthcare, as this will really make you stand out!
Be Professional and Personable: Remember, this role is all about providing a professional and efficient service. Use a friendly tone in your application to reflect your customer service skills, and don’t forget to mention how you ensure customers feel listened to and valued.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to the right people, and you’ll find all the details you need to make your application shine!
How to prepare for a job interview at Boots UK
✨Know Your Customer Care Stuff
Make sure you brush up on your customer service skills, especially in a contact centre environment. Be ready to discuss your experience handling complex complaints and how you've successfully resolved issues in the past.
✨Show Off Your Coaching Skills
Since this role involves coaching others, think of examples where you've supported or trained team members. Highlight your ability to collaborate and drive performance, as this will show you're a team player who can help elevate the whole team.
✨Familiarise Yourself with Telemedicine
Get to grips with the telemedicine landscape and Boots Online Doctor's services. Being knowledgeable about online healthcare will not only impress your interviewers but also demonstrate your genuine interest in the role.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios, especially around handling difficult customers or escalations. Practise your responses to these types of questions so you can showcase your problem-solving skills and customer-first mindset.