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
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role.
✨Tip Number 2
Prepare for the interview by understanding the company’s values and mission. Show us how your experience aligns with our goal of providing excellent patient care and customer success.
✨Tip Number 3
Practice your onboarding scenarios! Think about how you would handle common challenges in customer success and be ready to share your strategies during the interview.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Hybrid Customer Success & Onboarding Lead in Leeds
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Success Lead role. Highlight your experience in onboarding and customer success, and show us how you can bring value to our team!
Showcase Your Skills:We want to see your organisational and coordination skills shine! Use specific examples from your past experiences to demonstrate how you've managed multiple stakeholders and onboarding activities effectively.
Be Professional Yet Personable:As the primary point of contact for onboarding queries, it's crucial to convey a professional yet friendly tone in your application. Let your personality come through while maintaining professionalism!
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 this exciting opportunity with StudySmarter.
How to prepare for a job interview at Pharmacy2U Ltd
✨Know the Company Inside Out
Before your interview, take some time to research the company thoroughly. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role and the company.
✨Showcase Your Customer Success Experience
Be ready to discuss your previous experience in customer success and onboarding. Prepare specific examples of how you've managed multiple stakeholders and coordinated activities. Highlight any tools or systems you've used, as this will demonstrate your familiarity with the processes required for the role.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the company's onboarding processes, team dynamics, and future goals. This shows that you're engaged and serious about the position, plus it gives you valuable insights into whether the company is the right fit for you.
✨Demonstrate Your Organisational Skills
Since the role requires strong organisational skills, be prepared to discuss how you manage your time and keep track of multiple tasks. You might want to share examples of how you've successfully maintained documentation and workflows in past roles, as this will directly relate to what they'll expect from you.
