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- Tasks: Join our Customer Care team, assisting patients via phone, email, and live chat.
- Company: HeliosX is revolutionising healthcare with innovative solutions and rapid growth since 2013.
- Benefits: Enjoy remote work, generous holiday, private health insurance, and wellness perks.
- Why this job: Make a real impact in healthcare while working with a diverse, passionate team.
- Qualifications: 1 year of customer service experience; familiarity with multi-channel support preferred.
- Other info: Full-time remote role with flexible shifts and opportunities for training.
The predicted salary is between 30000 - 42000 £ per year.
Ready to revolutionize healthcare, making it faster and more accessible than ever before? We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We’re looking to do the same in 2025; move into new territories, and further accelerate our growth journey.
Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.
About the Role
We are looking for organised and friendly people to join our Customer Care team. Our Customer Care Advisors are responsible for communicating with our patients either over the phone, live chats/messaging, on email, and over social media. You will work alongside our Responsible Pharmacists & Clinicians to ensure exceptional clinical care and customer care is consistently delivered, and that patient safety is never compromised. We expect our Customer Care Advisor to consistently deliver prompt service, resolve problems efficiently and demonstrate excellent attention to detail. Excellent patient care and customer service are incredibly important to us; this is an opportunity to have a role with huge potential for impact.
What you’ll be doing:
- Serve as the primary point of contact for new and existing customers
- Assist customers via emails, phones, and live chats/messaging
- Collaborative work with other departments such as clinical and pharmacy team
- Ensure patient requests are handled in a timely manner
- Collecting customer feedback to share with senior agents and team leads
- Support with new hire training when needed
This role will be supporting a new market, and as such will be involved in supporting UK patients until demand in Germany requires their full attention. Basic/Introductory training will be within the UK-Market with bespoke sessions taking place to understand the differences in serving a German market.
Shifts & Hours:
This is a full time, fully remote role. Our operating hours are Monday-Sunday 0800-2200 with shifts starting at 0800/0900/1000/1200/1400. Shifts are scheduled on a rotation basis, providing coverage for the DE Market across these shifts. The shifts are 8 hours long with a 30-minute unpaid meal break therein.
What you’ll bring to the role:
- Minimum of 1 year experience in a customer service or call centre role
- Experience handling multi channel contact support (Email, Chat, Phone)
- Experience using cloud-based platforms Eg. Zendesk
- Ability to multitask and prioritise responsibilities in a fast-paced environment.
Nice to have:
- Pharmacy experience (online or retail)
- Customer service experience in a medical / healthcare setting
Why work with us?
At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!
Aside from working with our all-star team, here are the other benefits of coming on board:
- Generous equity allocations with significant upside potential
- 25 Days Holiday (+ all the usual Bank Holidays)
- Private health insurance, along with extra dental and eye care cover
- Enhanced parental leave
- Cycle-to-work Scheme
- Electric Car Scheme
- Free Dermatica and MedExpress products every month, as well as family discounts
- Home office allowance
- Access to a Headspace subscription, discounted gym memberships, and a learning and development budget (alongside a free Kindle and audible subscription)
Customer Care Advisor employer: HeliosX Group
Contact Detail:
HeliosX Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Advisor
✨Tip Number 1
Familiarise yourself with the healthcare industry, especially in relation to customer service. Understanding the nuances of patient care and the specific challenges faced in this sector will help you stand out during interviews.
✨Tip Number 2
Brush up on your communication skills, particularly for multi-channel support. Practising how to handle customer queries over phone, email, and chat will prepare you for the diverse interactions you'll have as a Customer Care Advisor.
✨Tip Number 3
Showcase your ability to multitask and prioritise by preparing examples from your past experiences. Think of situations where you successfully managed multiple customer requests simultaneously, as this is crucial for the role.
✨Tip Number 4
If you have any experience with cloud-based platforms like Zendesk, be ready to discuss it. Highlighting your familiarity with these tools can give you an edge, as they are essential for managing customer interactions effectively.
We think you need these skills to ace Customer Care Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, especially in multi-channel support. Emphasise any specific skills that align with the role, such as using cloud-based platforms like Zendesk.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for healthcare and customer service. Mention how your previous experiences have prepared you to contribute to HeliosX's mission of making healthcare more accessible.
Showcase Your Communication Skills: Since the role involves interacting with customers via various channels, provide examples in your application that demonstrate your strong communication skills and ability to resolve issues efficiently.
Highlight Team Collaboration: Mention any past experiences where you worked collaboratively with other departments or teams. This will show your ability to work alongside clinical and pharmacy teams, which is crucial for this role.
How to prepare for a job interview at HeliosX Group
✨Know the Company
Before your interview, take some time to research HeliosX and its mission. Understand their products and how they revolutionise healthcare. This will show your genuine interest in the company and help you answer questions more effectively.
✨Demonstrate Communication Skills
As a Customer Care Advisor, communication is key. Be prepared to showcase your ability to communicate clearly and effectively. Practice answering common customer service scenarios to demonstrate your problem-solving skills and empathy.
✨Highlight Relevant Experience
Make sure to discuss your previous experience in customer service or call centres, especially if you've handled multi-channel support. Share specific examples of how you've resolved customer issues efficiently and maintained high standards of care.
✨Prepare Questions
At the end of the interview, you'll likely have the chance to ask questions. Prepare thoughtful questions about the role, team dynamics, and the company's future plans. This shows your enthusiasm and helps you assess if it's the right fit for you.
