At a Glance
- Tasks: Provide top-notch customer support via phone, email, and chat for our Online Doctor service.
- Company: Join Boots, a leading name in healthcare with a commitment to inclusivity.
- Benefits: Enjoy flexible working, generous discounts, and a supportive work environment.
- Other info: Hybrid working model with opportunities for career growth and personal development.
- Why this job: Make a real difference in patients' lives while developing your customer service skills.
- Qualifications: Experience in digital customer support and strong communication skills are essential.
The predicted salary is between 20700 - 25300 £ per year.
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)
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.
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.
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.
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.
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.
Customer Care Specialist, Boots Online Doctor in London employer: Boots
Boots is an exceptional employer, offering a vibrant work culture in Glasgow where you can thrive as a Wellness Solutions Advisor. With comprehensive training and opportunities to complete a Healthcare Training Programme, you'll be empowered to grow your skills while making a meaningful impact on customers' health and wellness journeys. Join a supportive team that values your contributions and fosters personal and professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist, Boots Online Doctor in London
✨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 Care Specialist, Boots Online Doctor in London
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.
