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- Tasks: Be the first point of contact for customers, resolving queries and enhancing their experience.
- Company: Join a cutting-edge digital health company transforming weight management.
- Benefits: Competitive salary, flexible leave, health cash plan, and wellness resources.
- Why this job: Make a real difference in people's health journeys while developing your customer service skills.
- Qualifications: 2+ years in customer service or sales, preferably in healthcare.
- Other info: Dynamic team environment with opportunities for growth and development.
The predicted salary is between 29000 - 40800 £ per year.
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.
Customer Service Executive in London employer: eMed Healthcare UK
Contact Detail:
eMed Healthcare UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive in London
✨Tip Number 1
Get to know the company inside out! Research eMed Healthcare, their mission, and how they integrate GLP-1 medications with tech-driven support. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your customer service skills! Think about how you would handle various customer scenarios, especially in a healthcare setting. Being able to demonstrate empathy and problem-solving during interviews can really set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider knowledge and potentially a referral, which is always a bonus when applying for jobs.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and keen to join the eMed family!
We think you need these skills to ace Customer Service Executive in London
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your experience in customer service, especially if you've worked in healthcare. We want to see how you've handled inquiries and resolved issues effectively, so share specific examples that demonstrate your skills.
Tailor Your Application: Take a moment to customise your application for this role. Mention our mission of empowering individuals through tech-driven support and how your values align with ours. This shows us you're genuinely interested in being part of our team.
Be Clear and Concise: When writing your application, keep it clear and to the point. We appreciate straightforward communication, just like we do with our customers. Avoid jargon and make sure your passion for customer service shines through!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter.
How to prepare for a job interview at eMed Healthcare UK
✨Know the Company Inside Out
Before your interview, make sure you research eMed Healthcare thoroughly. Understand their mission, values, and the specific services they offer, especially around GLP-1 medications. This will help you demonstrate your genuine interest in the role and how you can contribute to their customer service excellence.
✨Showcase Your Customer Service Skills
Prepare examples from your past experience that highlight your ability to handle customer inquiries and complaints effectively. Think about times when you went above and beyond to resolve an issue or build a relationship with a customer. This will show that you have the skills needed for the role and can thrive in a fast-paced environment.
✨Be Ready for Scenario Questions
Expect to be asked how you would handle specific customer scenarios. Practice responses to common situations, such as dealing with a frustrated customer or managing multiple inquiries at once. This will help you think on your feet and demonstrate your problem-solving abilities during the interview.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Ask about the team dynamics, the training process for new hires, or how success is measured in the customer support team. This shows your enthusiasm for the role and helps you gauge if the company culture aligns with your values.
