At a Glance
- Tasks: Support patients with their healthcare needs through excellent customer service and communication.
- Company: Join the UK's largest online pharmacy, committed to patient care and social responsibility.
- Benefits: Enjoy a competitive salary, hybrid working, and extensive health and wellness perks.
- Other info: Be part of a dynamic team with regular social events and career development opportunities.
- Why this job: Make a real difference in patients' lives while growing your career in a supportive environment.
- Qualifications: Customer service experience and strong communication skills are essential.
The predicted salary is between 27020 - 27020 £ per year.
Salary: £27,020 per annum plus extensive benefits
Contract type: Permanent
Employment type: Full time, (Tuesday to Saturday)
Working hours: 8:45am- 5:15pm
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 1.8 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, and as a certified B Corp we also meet high standards of social and environmental responsibility. 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.
Our online doctor service delivers safe, accessible and high-quality healthcare to patients across the UK. Working at the intersection of healthcare and technology, you'll play a key role in supporting exceptional patient experiences in a fast-paced and innovative environment. The role begins with a 6-8 week office-based training programme (Monday to Friday), before moving to a hybrid working model with a contracted schedule of Tuesday to Saturday.
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 via benefits platform
- 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
- 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
- Prioritise patient safety and maintain the highest standards of care
- Collaborate effectively within a fast-paced, high-performing team
- Manage high volumes of patient enquiries via telephone and secure messaging with accuracy, empathy and professionalism
- Engage confidently with patients over the phone, aiming to achieve first-contact resolution wherever possible
- Use secure internal messaging systems as the primary channel for patient communications
- Operate the Online Doctor Patient Management System (OPMS) to accurately record, categorise and manage patient interactions
- Allocate laboratory test results to patients and support them in accessing appropriate treatments where required
- Liaise with pharmacies, laboratories and GP surgeries to facilitate seamless patient care
- Identify, report and help resolve operational or service issues that may impact the patient experience
- Investigate and manage patient complaints received through multiple channels, including secure messaging
- Conduct patient identity verification checks through external partners
- Adhere to policies, procedures and governance requirements relating to NHS partnerships
- Act as the voice of the patient, contributing to business projects and service development initiatives
- Work collaboratively with colleagues across multiple departments to represent and support Online Doctor Triage and direct enquiries to the appropriate teams when necessary
Who are we looking for?
- Demonstrates initiative, drive and a proactive approach to work
- Proven ability to work effectively both independently and as part of a team
- Strong organisational skills with the ability to prioritise workloads and manage competing demands
- Excellent written and verbal communication skills
- High level of accuracy and attention to detail
- Proven experience in a customer service environment
- Experience of handling customer complaints professionally and effectively
- Empathetic, positive and engaging communication style
- Strong customer service focus with a commitment to achieving first-contact resolution
- Proficient in Microsoft Office applications, including Outlook, Excel, Word and Teams
- Well-organised, self-motivated and able to work effectively in a fast-paced environment
- Previous experience using CRM systems
What happens next?
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
Patient Advisor (Customer Service) employer: Pharmacy2U | Certified B Corp
Join a leading online pharmacy in Leeds, where your role as a Clinical Pharmacist will not only ensure patient safety but also contribute to a positive and supportive work culture. With extensive benefits including competitive pay, professional development opportunities, and a commitment to employee wellbeing, we strive to create an environment where you can thrive both personally and professionally. Our Great Place to Work certification reflects our dedication to fostering a collaborative atmosphere that values every team member's contribution.
Contact Details:
Pharmacy2U | Certified B Corp Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Patient Advisor (Customer Service)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pharmacy2U | Certified B Corp. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pharmacy2U | Certified B Corp before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Patient Advisor (Customer Service)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pharmacy2U | Certified B Corp:Your cover letter is your chance to shine! Tell us why you want to work at Pharmacy2U | Certified B Corp specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pharmacy2U | Certified B Corp!
How to prepare for a job interview at Pharmacy2U | Certified B Corp
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
