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 workplace culture.
- Why this job: Make a real difference in digital healthcare while developing your skills in a supportive team.
- Qualifications: 2+ years in customer service, strong communication skills, and a passion for patient care.
The predicted salary is between 27020 - 27020 £ per year.
Salary: £27,020.00 per annum plus extensive benefits
Contract type: FTC 12 months
Employment type: Full time
Working hours: 37.5 hours PW (Monday-Friday + occasional Sunday)
Location: London W1U 2AU (with hybrid working after completion of training)
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.
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 in London 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 wellbeing, extensive benefits including hybrid working options, and opportunities for professional development, we foster a culture of collaboration and support. Join us to be part of a passionate team dedicated to delivering high-quality patient care while enjoying a rewarding work-life balance.
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 in London
✨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’re transforming digital healthcare. This will help you connect your experience to what they’re all about.
✨Tip Number 2
Practice makes perfect! Role-play common customer support scenarios with a friend or family member. This will boost your confidence in handling patient inquiries and show that you can deliver first-contact resolution like a pro.
✨Tip Number 3
Show off your tech skills! Be ready to discuss your experience with CRM systems and other tech tools during the interview. Highlighting your tech-savviness will demonstrate that you’re ready to hit the ground running in this fast-paced environment.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Support Advisor (Monday-Friday + occasional Sunday)-FTC 12 months in London
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 and any relevant skills that match what we're looking for, like communication and problem-solving.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about digital healthcare and how your background makes you a great fit for our team. Keep it engaging and personal!
Showcase Your Skills:In your application, don’t forget to showcase your tech-savviness and experience with CRM systems. We love candidates who can hit the ground running, so let us know how you've used these tools in past roles.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status directly!
How to prepare for a job interview at Pharmacy2U | Certified B Corp
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Support Advisor and the company’s mission in digital healthcare. Familiarise yourself with their services and how they impact patient care. This will help you answer questions confidently and show your genuine interest.
✨Showcase Your Empathy
Since this role requires a strong commitment to patient care, be prepared to share examples of how you've handled customer queries with empathy and efficiency in the past. Think of specific situations where you resolved issues or made a positive impact on someone's experience.
✨Demonstrate Your Tech Skills
As a tech-savvy candidate, highlight your experience with tools like Outlook, Excel, and CRM systems during the interview. You might even want to mention any relevant software you've used in previous roles, as this will show you're ready to hit the ground running.
✨Ask Insightful Questions
Prepare some thoughtful questions about the team dynamics, training process, and how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if the company culture aligns with your values and work style.
