At a Glance
- Tasks: Lead customer onboarding and ensure a smooth experience for clinics and clients.
- Company: Join the UK's largest online pharmacy with a commitment to patient care.
- Benefits: Enjoy competitive salary, flexible working, and extensive health benefits.
- Other info: Be part of a supportive culture with regular social events and career development opportunities.
- Why this job: Make a real difference in digital healthcare while growing your career.
- Qualifications: Experience in customer success and strong organisational skills required.
The predicted salary is between 30000 - 35000 £ per year.
Location: Hybrid schedule, 2‑3 days a week in the office based at Thorpe Park, Leeds.
Salary: £30,000 to £35,000 per annum plus extensive benefits.
Contract type: Permanent. Employment type: Full time. Working hours: Core hours 09:30‑16:00, flexible around these.
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 of 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 and a certified B Corp, meeting high standards of social and environmental responsibility. Our people are fundamental to our success and help us achieve our vision to be a world‑leading, patient‑centric digital healthcare provider. Our tech teams keep us running 24/7 to make sure all our patients receive world‑class service. To support that, this role may include participation in an out‑of‑hours rota as required by the business, with fair scheduling and additional compensation.
What you’ll be doing?
- Coordinate end‑to‑end onboarding activity for clinics and clients, ensuring all steps are tracked, completed, and delivered on time.
- Act as the primary point of contact for onboarding queries, providing a responsive and professional experience.
- Manage onboarding workflows, including documentation, data collection, and checklist completion.
- Schedule and coordinate onboarding calls, training sessions, and follow‑ups with internal and external stakeholders.
- Maintain accurate records and trackers for onboarding progress, status, and key milestones.
- Support the Business Engagement Manager with client relationships and onboarding pipelines.
- Ensure all required documentation is complete, accurate, and stored appropriately for audit and governance purposes.
- Proactively identify delays or gaps in onboarding activity and follow up to keep progress on track.
- Support communication and engagement plans, ensuring clinics and clients remain well‑informed throughout the process.
- Prepare regular updates and summaries on onboarding progress for internal stakeholders.
- Contribute to the continuous improvement of onboarding processes, templates, and tools.
Who are we looking for?
- Experience in customer success, onboarding & account coordination.
- Experience working with external clients, partners, or customers.
- Experience managing multiple stakeholders and coordinating activity across teams.
- Experience maintaining trackers, documentation, and process workflows.
- Strong organisational and coordination skills, with the ability to manage multiple onboarding activities simultaneously.
- Ability to build positive, effective relationships with external partners and internal teams.
- Confidence using trackers, CRM systems, and documentation tools.
- Familiarity with onboarding processes, customer lifecycle management, or service delivery environments.
- Understanding of regulated or operational environments (desirable but not essential).
Why you’ll love working with us
We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.
- 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.
Applicants must prove they have the right to live in the UK. All successful applicants will be required to undergo a DBS check.
Hybrid Customer Success & Onboarding Lead in Leeds employer: Pharmacy2U Ltd
Join a leading online pharmacy based in Thorpe Park, Leeds, where we prioritise our employees' well-being and professional growth. With a hybrid working model, competitive salary, and extensive benefits including private healthcare and generous leave policies, we foster a supportive and inclusive work culture that values your contributions. As a Great Place to Work certified company, we are committed to creating a fulfilling environment for our team while making a positive impact on the healthcare sector.
StudySmarter Expert Advice🤫
We think this is how you could land Hybrid Customer Success & Onboarding Lead in Leeds
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pharmacy2U Ltd. 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 Ltd 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 Hybrid Customer Success & Onboarding Lead in Leeds
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 Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Pharmacy2U Ltd 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 Ltd!
How to prepare for a job interview at Pharmacy2U Ltd
✨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.
