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.
Customer Success Lead in Leeds employer: Pharmacy2U
Join a leading online pharmacy based in Thorpe Park, Leeds, where your role as Customer Success Lead will be pivotal in ensuring exceptional service for over 1.8 million patients. With a strong commitment to employee wellbeing, professional development, and a vibrant work culture, we offer extensive benefits including flexible working arrangements, competitive pension schemes, and a supportive environment that fosters growth and community engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead in Leeds
✨Tip Number 1
Network like a pro! Reach out to current employees at the company through LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Success Lead role.
✨Tip Number 2
Prepare for the interview by practising common questions related to customer success and onboarding. We recommend using the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Showcase your organisational skills! Bring examples of how you've managed multiple onboarding activities in the past. This will demonstrate your ability to handle the fast-paced environment of the role.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the position and keeping you top of mind for the hiring team.
We think you need these skills to ace Customer Success 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 customer success and onboarding, and show us how your skills align with what we're looking for.
Showcase Your Organisational Skills:Since this role involves managing multiple onboarding activities, give us examples of how you've successfully coordinated similar tasks in the past. We want to see your strong organisational skills in action!
Be Personable:As a primary point of contact for clients, it's crucial to demonstrate your ability to build positive relationships. Use your application to convey your communication style and how you engage with stakeholders.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us during the process.
How to prepare for a job interview at Pharmacy2U
✨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 of Customer Success Lead.
✨Showcase Your Experience
Be ready to discuss your previous experience in customer success and onboarding. Prepare specific examples that highlight your ability to manage multiple stakeholders and coordinate activities across teams. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Organisational Skills
Since this role requires strong organisational skills, come prepared with examples of how you've successfully managed onboarding workflows or maintained trackers in past roles. You might even want to bring a sample tracker or documentation to illustrate your point.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the onboarding processes, team dynamics, or how success is measured in the role. This shows that you’re thinking critically about how you can contribute to the company’s goals.
