Customer Service Executive

We are a cutting-edge digital health company revolutionising weight management by integrating GLP-1 medications with personalised, tech-driven support. Our mission is to empower individuals to achieve sustainable health outcomes through evidence-based interventions and a seamless digital experience. eMed Healthcare has an exciting opportunity to join our Customer Support Team. You will be at the forefront of our customers' experience, serving as the link between them, our clinical team and our suppliers to ensure any queries, issues or concerns are resolved quickly and effectively. This role directly contributes to eMed’s growth and our ongoing commitment to outstanding customer satisfaction.

You will engage with both new and existing customers: building relationships, understanding their needs, and providing tailored solutions that highlight the unique benefits of our services. You’ll guide new customers through their onboarding journey to ensure a smooth and exceptional start, while also supporting existing customers by addressing their evolving needs, resolving concerns, and helping to retain them through proactive, solution-focused service. This position is ideal for someone who is motivated, dynamic, and thrives in a fast-paced environment. You’ll need to think creatively, use your initiative, and remain flexible with shift patterns to meet the needs of our customers.

Please note: The role is office based with the potential of becoming hybrid - We are based in Euston, London. The working hours will be 40hrs a week (9am-6pm), across Monday to Sunday. Weekends will be rotational.

What you'll work on:

• Serve as the first point of contact for all customer inquiries, providing clear, accurate, and timely information.
• Handle customer complaints and complex issues with empathy, professionalism, and a focus on achieving fair and positive outcomes to resolve any concerns.
• Take ownership of customer cases from initial contact through to resolution, ensuring effective communication and follow-up.
• Collaborate with clinical, logistics, and operational teams to investigate and resolve customer issues promptly.
• Identify recurring issues or service gaps and elevate insights to management to support process improvement.
• Maintain accurate records of all customer interactions, complaints, and resolutions in the CRM system.

Sales & Retention:

• Build and maintain strong, trust‑based relationships with customers throughout their lifecycle.
• Support new customers through onboarding to ensure they have a smooth, positive start.
• Be the key point of contact for customers wishing to cancel, renew, or modify their subscriptions, using effective retention and recovery strategies to prevent churn.
• Promote relevant products or services aligned with customer needs, enhancing satisfaction and loyalty.

Continuous Improvement & Insight Sharing:

• Provide actionable feedback to internal teams based on customer insights, complaint themes, and service trends.
• Contribute to process and policy reviews to improve overall efficiency and service quality.
• Participate in regular team meetings and training to enhance product knowledge, communication skills, and service standards.
• Actively participate in improvement initiatives and projects aimed at strengthening customer retention, service delivery and operational performance.
• Support the onboarding and development of new team members by sharing knowledge, best practices, and service standards.

What we're looking for:

Essential:

• 2+ years experience working in customer service, sales, retention or account management, preferably in a healthcare setting.
• Experience working in a contact or sales centre.
• Proven track record of meeting or exceeding targets.
• Experience with CRM software, case management and telephony systems.
• Flexibility to work shifts as required.

Desirable:

• Knowledge of GLP-1 medications and product offerings.
• Experience of working in a startup environment will be an advantage.
• Knowledge of healthcare products, services, and industry regulations.

What we offer:

• Salary: £29,000 per rota
• eMed flex-leave
• 5% employer pension contribution
• Life Insurance 4x annual base salary
• Health cash plan
• Employee Assistance Program
• Enhanced Maternity, Paternity and Adoption pay.
• Health & Wellbeing resources
• Eye care voucher reimbursement (up to £20)
• Up to £80 towards noise cancelling headphones

Please note that offers of employment are subject to receipt of satisfactory references and an enhanced DBS check.