At a Glance
- Tasks: Deliver exceptional customer support and ensure patient safety in a dynamic healthcare environment.
- Company: Join Expert Health Ltd, a leader in digital medicine with over 15 years of experience.
- Benefits: Enjoy competitive salary, extensive benefits, hybrid working, and 25 days annual leave.
- Other info: Dynamic role with opportunities for professional growth and a vibrant company culture.
- Why this job: Make a real difference in patients' lives while developing your skills in a supportive team.
- Qualifications: 2+ years in customer service, strong communication skills, and a passion for healthcare.
The predicted salary is between 27020 - 27020 £ per year.
Role Purpose
In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to a hybrid/contracted working pattern once training is complete. Your contracted working pattern is Monday-Friday with the occasional Sunday on a scheduled rotation.
Expert Heath Ltd 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 tool.
Benefits
- Occupational sick pay
- Enhanced maternity and paternity pay
- Contributory pension
- Employee discount site
- Employee assistance programme
- In‑house mental health support
- Health and wellbeing initiatives
- Social events throughout the year
- Cycle to work scheme
- Green car scheme (subject to minimum earnings)
- Registration fees paid (GPhC, NMC, CIPD etc)
- Long service bonus
- Hybrid working
- Commitment to CPD/training
- 25 days annual leave
- 25% Discount on health & beauty purchases
- 25% Discount on Pharmacy2U Private Online Doctor Services
What you'll be doing?
- Deliver a discreet, responsive, and efficient service to patients
- Prioritize 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
Who are we looking for?
- Experienced in customer service with at least 2 years in a call centre or customer facing role
- Confident communicator who thrives on resolving patient queries over the phone and via secure messaging
- Empathetic and energetic personality with a strong commitment to delivering first‑contact resolution
- Organised and self‑motivated, able to manage high volumes of patient interactions with precision and care
- Tech‑savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systems
- Healthcare‑aware — prior experience in a medical or digital health setting is a plus
- Detail‑oriented problem solver who can investigate complaints and support operational improvements
- Team player ready to collaborate across departments and represent the voice of the patient in business initiatives
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
Customer Support Advisor (Monday-Friday + occasional Sunday)-FTC 12 months employer: Pharmacy2U | Certified B Corp
Expert Health Ltd is an exceptional employer, offering a dynamic work environment in the heart of London, where you can contribute to the transformation of digital healthcare. With a strong commitment to employee well-being, we provide extensive benefits including hybrid working options, generous leave, and professional development opportunities, all while fostering a collaborative and supportive culture that prioritises patient care and employee growth.
Contact Details:
Pharmacy2U | Certified B Corp Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Advisor (Monday-Friday + occasional Sunday)-FTC 12 months
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Expert Health Ltd. Understand their mission and values, especially how they focus on digital healthcare transformation. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer support scenarios with a friend or family member. This will help you feel more confident when handling patient inquiries and demonstrate your problem-solving skills during the interview.
✨Tip Number 3
Show off your tech skills! Since the role requires using various systems like Outlook and CRM tools, be ready to discuss your experience with these technologies. If you’ve used similar platforms, share specific examples of how you’ve navigated them successfully.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the position and keep you fresh in their minds. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Support Advisor (Monday-Friday + occasional Sunday)-FTC 12 months
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Support Advisor role. Highlight your customer service experience, especially in call centres or similar environments. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about digital healthcare and how you can contribute to our mission. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills:Since this role involves a lot of patient interaction, make sure your application reflects your communication skills. Use clear and professional language, and don’t forget to showcase your empathy and problem-solving abilities.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Pharmacy2U | Certified B Corp
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Support Advisor role. Familiarise yourself with the key responsibilities, such as managing patient inquiries and ensuring first-contact resolution. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your Empathy
Since this role involves engaging with patients, it's crucial to highlight your empathetic communication skills. Prepare examples from your past experiences where you've successfully resolved customer issues with care and understanding. This will show that you can handle sensitive situations effectively.
✨Demonstrate Your Tech Savviness
As a Customer Support Advisor, you'll be using various digital tools and systems. Brush up on your skills in Outlook, Excel, and any CRM systems you've used before. Be ready to discuss how you've leveraged technology to improve customer service in previous roles.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company’s approach to digital healthcare transformation and how they support their employees. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
