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- Tasks: Deliver exceptional customer support and ensure patient safety in a fast-paced environment.
- Company: Join the UK's largest online pharmacy, committed to digital healthcare excellence.
- Benefits: Enjoy competitive salary, flexible hybrid working, and comprehensive health benefits.
- Why this job: Be part of a mission-driven team transforming healthcare for over 1.4 million patients.
- Qualifications: Experience in customer service and strong communication skills are essential.
- Other info: Great opportunities for professional development and a supportive work culture.
The predicted salary is between 27020 - 37828 ÂŁ per year.
Location: London (W1U), hybrid upon completion of training. Required to work Monday-Friday for the duration of the training period.
Salary: ÂŁ27,020 per annum
Contract type: Permanent
Employment type: full time
Working hours: 37.5 hours per week, Tuesday to Saturday (Required to work Monday-Friday for the duration of the training period).
Do you want to work for the nation's largest online pharmacy ensuring excellence for all our patients? We're a market leader in the pharmacy world, with 25 years' experience, helping over 1.4 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient‑centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.
Expert Health Ltd, part of Pharmacy2U, has over 15 years of experience in leading the way in Digital Medicine. Our mission is to achieve excellence in delivering personalised and accessible healthcare on a large scale. Our algorithms are the basis of our patient‑facing digital consultations and clinician‑facing decision‑making tools. In this role, you’ll be at the heart of driving digital healthcare transformation, helping to deliver safer, faster, and higher‑quality services for patients in an ever‑evolving environment.
You’ll begin with a supportive 6‑8 week training period, Monday to Friday, based in our office to ensure you feel confident and fully prepared. Once training is complete, you’ll move into a hybrid working model aligned to your contracted pattern of Tuesday to Saturday, giving you flexibility while still being part of a collaborative, mission‑focused team.
Why you’ll love working with us
- Competitive contributory pension
- Occupational sick pay
- Long‑service awards and refer‑a‑friend bonuses
- Professional registration fees covered (GPhC, NMC, CIPD and more)
- Cycle to Work and Green Car schemes (subject to eligibility)
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
- Private healthcare insurance at discounted rates (Aviva)
- Employee Assistance Programme and in‑house mental health support
- Access to discounted gym memberships via Blue Light Card and benefits schemes
- Regular health and wellbeing initiatives
- Strong commitment to CPD, training and professional development
- 25 days' annual leave, increasing with service
- Buy and sell holiday scheme
- Blue Light Card and employee discount platform
- Exclusive discounts at The Springs, Leeds
- 25% off health & beauty purchases
- 25% off Pharmacy2U Private Online Doctor services
- Regular social events throughout the year
What you’ll be doing
- Deliver a discreet, responsive, and efficient service to patients
- Prioritise patient safety and uphold the highest standards of care
- Collaborate as part of a fast‑paced, high‑energy team
- Manage high volumes of patient inquiries with accuracy and empathy
- Confidently engage with patients over the phone, focusing on first‑contact resolution
- Use the secure internal messaging system as the primary communication tool for patient responses
- Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection
- Allocate lab test results to patients and assist them in arranging relevant treatments as needed
- Coordinate with pharmacies, labs, and GP surgeries to support patient care
- Report and address any operational or service‑related issues impacting patient satisfaction
- Investigate and resolve complaints received via multiple channels, including secure messaging
- Oversee patient identity verification checks through an external partner
- Follow policies and procedures related to NHS partnerships
- Serve as the 'voice of the customer' in business projects and expansion initiatives
- Work cross‑functionally with various departments to represent Online Doctor
- Triage calls to other business areas as appropriate
- Attend training and events where appropriate
Who are we looking for
- Proven experience in a call centre and/or customer service role
- Experience handling customer complaints effectively
- Energetic and empathetic communicator
- Strong customer service skills with a commitment to first‑contact resolution
- Excellent written and verbal communication skills
- Proficiency in applications such as Outlook, Excel, Word, and MS Teams
- Highly organised and self‑motivated
- Prior experience using CRM systems
What happens next
Please click apply and if we think you are a good match, we will be in touch to arrange an interview. Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check. Unsolicited agency applications will be treated as a gift.
Customer Support Advisor employer: Pharmacy2U | Certified B Corp
Contact Detail:
Pharmacy2U | Certified B Corp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor
✨Tip Number 1
Get to know the company! Research Expert Health Ltd and Pharmacy2U. Understand their mission and values, so you can show how your skills align with their goals during the interview.
✨Tip Number 2
Practice your communication skills! Since you'll be engaging with patients over the phone, role-play common scenarios with a friend or family member to boost your confidence and empathy.
✨Tip Number 3
Prepare questions for your interview! Show your interest in the role by asking about team dynamics, training opportunities, and how they support employee development. It’ll make you stand out!
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at Expert Health Ltd.
We think you need these skills to ace Customer Support Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Support Advisor role. We want to see how you can contribute to our mission of delivering excellent patient care!
Show Off Your Communication Skills: Since this role involves a lot of interaction with patients, it's crucial to demonstrate your strong written communication skills. Use clear and concise language in your application to reflect your ability to engage effectively with customers.
Highlight Relevant Experience: If you've got experience in customer service or call centres, make it shine! We love seeing how you've handled customer complaints or inquiries in the past, so share those stories that showcase your problem-solving skills.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s the easiest way for us to keep track of your application and get back to you quickly if we think you’re a good fit!
How to prepare for a job interview at Pharmacy2U | Certified B Corp
✨Know the Company Inside Out
Before your interview, take some time to research the company. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in being part of their team.
✨Showcase Your Customer Service Skills
Since this role is all about customer support, prepare examples from your past experiences where you successfully handled customer inquiries or complaints. Highlight your ability to empathise with customers and resolve issues efficiently, as this is key for the position.
✨Practice Common Interview Questions
Anticipate questions related to customer service scenarios, such as how you would handle a difficult customer or prioritise patient safety. Practising your responses can help you feel more confident and articulate during the actual interview.
✨Ask Thoughtful Questions
At the end of the interview, be ready to ask insightful questions about the role, team dynamics, or training processes. This shows that you are engaged and serious about the opportunity, plus it gives you a chance to assess if the company is the right fit for you.