At a Glance
- 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.
- Other info: Dynamic team environment with opportunities for growth and development.
- 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.
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
At GP at hand, we pride ourselves on being a leading employer in the healthcare sector, offering a dynamic and supportive work environment across our London clinics. Our commitment to employee growth is evident through continuous professional development opportunities, competitive salaries, and a comprehensive benefits package that includes generous annual leave and health resources. Join us in delivering innovative patient care while enjoying the unique advantages of working in Central London, where collaboration and diversity are at the heart of our practice.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at eMed Healthcare UK. 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 eMed Healthcare UK 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 Service Executive 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 eMed Healthcare UK:Your cover letter is your chance to shine! Tell us why you want to work at eMed Healthcare UK 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 eMed Healthcare UK!
How to prepare for a job interview at eMed Healthcare UK
✨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.
