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- Tasks: Deliver exceptional customer support and ensure patient safety in a fast-paced environment.
- Company: Join Expert Health Ltd, a leader in digital medicine with over 15 years of experience.
- Benefits: Enjoy competitive salary, extensive benefits, and flexible hybrid working after training.
- Why this job: Make a real difference in digital healthcare while growing your career.
- Qualifications: 2+ years in customer service, strong communication skills, and a passion for helping others.
- Other info: Be part of a vibrant team with regular social events and career development opportunities.
The predicted salary is between 22700 - 27000 £ per year.
Location: London W1U 2AU (with hybrid working after completion of training)
Salary: £27,020.00 per annum plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: 37.5 hours PW Thursday to Monday
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.
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 hybrid/contracted working pattern once training is complete. Your contracted working pattern is Thursday to Monday.
Why you’ll love working with us
- Financial security & rewards
- 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
- 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 we are 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
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 (Thursday to Monday ) 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 (Thursday to Monday )
✨Tip Number 1
Get to know the company! Research Expert Health Ltd and their mission in digital medicine. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves engaging with patients over the phone, try role-playing common customer scenarios with a friend. This will boost your confidence and help you handle inquiries with ease.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you resolved customer issues effectively. This will demonstrate your ability to deliver first-contact resolution, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining the team at Expert Health Ltd.
We think you need these skills to ace Customer Support Advisor (Thursday to Monday )
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Advisor role. Highlight your relevant experience in customer service and any healthcare knowledge you have. We want to see how you can bring your unique skills to our team!
Show Off Your Communication Skills: Since this role involves engaging with patients over the phone and via secure messaging, it's crucial to demonstrate your communication prowess. Use clear and concise language in your application to reflect how you would interact with our patients.
Emphasise Empathy and Problem-Solving: We’re looking for someone who can handle patient inquiries with care and precision. Share examples in your application that showcase your empathetic approach and your ability to resolve issues effectively. This will help us see you as a great fit for our team!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get the ball rolling. Plus, it shows you’re keen on joining our awesome team at Expert Health Ltd!
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 Expert Health Ltd. Understand their mission in digital medicine and how they support patient care. This will not only show your interest but also help you align your answers with their values.
✨Showcase Your Customer Service Skills
Since this role is all about customer support, be ready to share specific examples from your past experiences. Highlight situations where you resolved issues or improved customer satisfaction, especially in a call centre or healthcare setting.
✨Demonstrate Empathy and Communication
In your responses, emphasise your ability to communicate effectively and empathetically. Practice answering common interview questions while focusing on how you would handle patient inquiries and complaints with care and precision.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think of potential patient scenarios you might encounter and how you would address them. This will demonstrate your readiness for the fast-paced environment of the role.
