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- Tasks: Provide top-notch customer support via phone, email, and chat for our Online Doctor service.
- Company: Join Boots, a leading healthcare provider with a commitment to inclusivity and support.
- Benefits: Enjoy flexible working, generous discounts, and a performance bonus for outstanding service.
- Other info: Opportunities for career growth and a supportive team culture await you.
- Why this job: Make a real difference in customers' lives while developing your skills in a dynamic environment.
- Qualifications: Experience in customer support, strong communication skills, and a proactive attitude.
The predicted salary is between 30000 - 42000 ÂŁ 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
This role sits within our Boots Online Doctor Customer Care team, where you'll answer queries from our customers 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 fastâpaced 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 customer has 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 highâlevel customer experience, ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding.
- You'll have the ability to work autonomously, exercising excellent judgement, whilst answering 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.
Requirements
- Solid experience within customer support or callâcentre support, working towards targets and KPI's
- Strong written and verbal communication skills
- Be proactive, selfâaccountable, assertive, and selfâmotivated 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 onâtime delivery
- Ability to make clear suggestions for further investigative steps
Nice to 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
- 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 â there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only)
What's next
If your application is successful, our inâhouse 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 fullâtime, we are open to discussing partâtime 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 Preâemployment 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.
We hope to hear from you soon. Be brilliant with Boots.
Customer Support Specialist, Customer Care Team - Boots Online Doctor in London employer: BOOTS
Contact Detail:
BOOTS Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Customer Support Specialist, Customer Care Team - Boots Online Doctor in London
â¨Tip Number 1
Get to know the company! Before your interview, spend some time researching Boots and their Online Doctor service. Understanding their values and customer care approach will help you tailor your responses and show that you're genuinely interested in being part of the team.
â¨Tip Number 2
Practice makes perfect! Prepare for common customer support scenarios and think about how you'd handle them. This will not only boost your confidence but also demonstrate your problem-solving skills during the interview.
â¨Tip Number 3
Show off your communication skills! Whether it's through a phone call or a video chat, make sure to articulate your thoughts clearly and listen actively. This is key in customer support roles, and itâll set you apart from other candidates.
â¨Tip Number 4
Donât forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. Itâs a nice touch that shows your enthusiasm for the role and keeps you fresh in their minds.
We think you need these skills to ace Customer Support Specialist, Customer Care Team - Boots Online Doctor in London
Some tips for your application đŤĄ
Show Off Your Customer Service Skills: Make sure to highlight your experience in customer support. We want to see how you've handled queries and provided solutions in the past. Use specific examples that showcase your ability to thrive in a fast-paced environment.
Tailor Your Application: Donât just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences mentioned in the job description. We love it when candidates show theyâve done their homework about us.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of your qualifications. Avoid fluff and focus on what makes you a great fit for the role.
Apply Through Our Website: We encourage you to apply through our website for the best chance of success. Itâs super easy and ensures your application goes directly to us. Plus, youâll find all the info you need about the role right there!
How to prepare for a job interview at BOOTS
â¨Know Your Customer Care Basics
Before the interview, brush up on your customer service principles. Understand what makes a great customer experience and be ready to share examples from your past roles. This will show that youâre not just familiar with the theory but can apply it in real situations.
â¨Showcase Your Problem-Solving Skills
Prepare to discuss specific instances where you've resolved customer issues effectively. Think about the challenges you faced, the actions you took, and the outcomes. Boots values curious problem solvers, so highlight your ability to think on your feet!
â¨Familiarise Yourself with the Online Doctor Service
Take some time to explore the Boots Online Doctor service. Understanding their offerings will help you answer questions confidently and demonstrate your genuine interest in the role. Plus, itâll give you a leg up when discussing how you can contribute to their mission.
â¨Practice Your Communication Skills
Since this role involves interacting with customers via various channels, practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with your delivery. Strong communication is key to success in this position!