At a Glance
- Tasks: Support patients through their treatment journey with excellent customer care.
- Company: Join Boots UK, a leader in healthcare and retail.
- Benefits: Enjoy flexible working, generous discounts, and a supportive work environment.
- Other info: Hybrid work model with opportunities for career growth.
- Why this job: Make a real difference in patients' lives while developing your skills.
- Qualifications: Customer support experience and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a Patient Support Team Specialist to join our growing team at Boots Online Doctor.
Contract: Permanent
This is a full-time hybrid (3 days in office and 2 days working from home) vacancy within our London office based in vibrant Angel, Islington.
About The Role
Working within this fast paced team, you will be the face of Boots Online Doctor to our patients, supporting them before, during and after their treatment journey by answering queries and providing customer care excellence at all times. This will involve liaising with our patients, clinical team and Boots pharmacies as well as supporting other operational activities. As a Patient Support Specialist you will thrive on delivering the highest quality support whether via phone, message or webchat. You will also be a curious investigator, who can get stuck into technical problem solving whilst listening to concerns with empathy. We support our customers 7 days a week and your shift patterns will be rota-based, typically 4 weekdays and 1 weekend shift (either Saturday or Sunday). Shifts will be between 8am and 8pm however current working hours are between 8am-6pm.
What You’ll Need To Have
- Solid experience providing customer support or call centre experience.
- Strong written and verbal communication skills.
- Address the root causes of issues, take appropriate corrective actions, and develop/improve on current processes.
- Understand key drivers to increase customer satisfaction – both in terms of quality and on-time delivery.
- Ability to make clear suggestions for further investigative steps to help quickly home in on root causes of network issues and resolve the problem.
- Strive to WOW our patients and your teammates by going above and beyond every day.
- Minimum of an FTTC connection with internet speeds of 20Mbps download and 5Mbps upload.
It would be great if you also have
- Experience in a tech start-up/scale-up.
- Experience or knowledge of the NHS, healthcare, or healthtech industry.
Our Benefits
- 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 holiday buying, discounted gym membership, life assurance, activity passes and more.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.
Why Boots
At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we change for the better.
What's Next
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.
Customer Support Team Specialist - Boots Online Doctor employer: Boots
Boots UK is an exceptional employer that prioritises inclusivity and employee well-being, offering a vibrant work culture in the heart of Islington. With flexible working arrangements, generous benefits including a retirement savings plan and employee discounts, and a commitment to personal growth, Boots empowers its team members to thrive both professionally and personally. Join us at Boots Online Doctor, where your contributions make a meaningful impact on patient care and satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Specialist - Boots Online Doctor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Boots. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Boots before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Team Specialist - Boots Online Doctor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Boots:Your cover letter is your chance to shine! Tell us why you want to work at Boots specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Boots!
How to prepare for a job interview at Boots
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
