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- Tasks: Deliver exceptional customer support and ensure patient safety in a fast-paced environment.
- Company: Expert Health Ltd, a leader in Digital Medicine with over 15 years of experience.
- Benefits: Competitive salary, extensive benefits, hybrid working, and career growth opportunities.
- Why this job: Join a dynamic team transforming digital healthcare and make a real difference for patients.
- Qualifications: 2+ years in customer service, strong communication skills, and tech-savvy.
- Other info: Enjoy regular social events and a supportive work culture.
The predicted salary is between 27020 - 37828 £ 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)
- Family-friendly
- Enhanced maternity and paternity pay
- Flexible hybrid working to help balance work and home life
- Health & wellbeing
- 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
- Career growth
- Strong commitment to CPD, training and professional development
- Time off & flexibility
- 25 days’ annual leave, increasing with service
- Buy and sell holiday scheme
- Everyday perks & exclusive discounts
- 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
- Culture & community
- 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 ) in London 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 ) 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, and think about how your experience aligns with their goals in digital healthcare.
✨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 during the interview.
✨Tip Number 3
Show off your tech skills! Since the role requires using various systems, be ready to discuss your experience with CRM tools and other software. Highlight any relevant tech-savvy experiences you've had.
✨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 (Thursday to Monday ) in London
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, as this will show us you're a great fit for our team.
Show Off Your Communication Skills: Since you'll be engaging with patients over the phone and via secure messaging, it's crucial to demonstrate your communication skills. Use clear and concise language in your application to reflect how you would interact with our patients.
Emphasise Teamwork: We love team players! In your application, mention any experiences where you've collaborated with others to achieve a common goal. This will help us see how you can contribute to our fast-paced, high-energy environment.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our awesome team!
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 deliver personalised healthcare. This knowledge will help you connect your experience with their goals during the conversation.
✨Showcase Your Customer Service Skills
Since this role is all about delivering excellent customer support, prepare examples from your past experiences where you resolved customer queries effectively. Highlight your ability to manage high volumes of inquiries with empathy and precision.
✨Demonstrate Tech Savviness
Familiarise yourself with common tools like Outlook, Excel, and CRM systems. Be ready to discuss how you've used technology in previous roles to enhance customer service or streamline processes. This will show that you're prepared for the tech aspects of the job.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, training process, and what success looks like in this role. This not only shows your interest but also helps you gauge if the company culture aligns with your values.
