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- Tasks: Deliver exceptional customer support and ensure patient safety in a dynamic healthcare environment.
- Company: Expert Health Ltd, a leader in Digital Medicine with over 15 years of experience.
- Benefits: Competitive salary, extensive benefits, hybrid working, and 25 days annual leave.
- Other info: Opportunities for professional development and a vibrant workplace culture.
- Why this job: Join a passionate team transforming digital healthcare and make a real difference for patients.
- Qualifications: 2+ years in customer service, strong communication skills, and tech-savvy.
The predicted salary is between 27020 - 27020 £ per year.
Role: Customer Support Advisor
Location: London W1U 2AU (with hybrid working after completion of training)
Salary: £27,020.00 per annum plus extensive benefits
Contract type: FTC 12 months
Employment type: Full time
Working hours: 37.5 hours PW (Monday-Friday + occasional Sunday)
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 a hybrid/contracted working pattern once training is complete.
What’s in it for you?
- Occupational sick pay
- Enhanced maternity and paternity pay
- Contributory pension
- Employee discount site
- Employee assistance programme
- In-house mental health support
- Health and wellbeing initiatives
- Social events throughout the year
- Cycle to work scheme
- Green car scheme (subject to minimum earnings)
- Registration fees paid (GPhC, NMC, CIPD etc)
- Long service bonus
- Hybrid working
- Commitment to CPD/training
- 25 days annual leave
- 25% Discount & health & beauty purchases
- 25% Discount on Pharmacy2U Private Online Doctor Services
What you’ll be doing?
- Deliver a discreet, responsive, and efficient service to patients.
- Prioritise 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 are we 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.
- Applicants must prove they have the right to live in the UK.
- All successful applicants will be required to undergo a DBS check.
Customer Support Advisor (Monday-Friday + occasional Sunday)-FTC 12 months in London employer: Pharmacy2U
Contact Detail:
Pharmacy2U Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor (Monday-Friday + occasional Sunday)-FTC 12 months 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. This will help you stand out as someone who genuinely cares about the role.
✨Tip Number 2
Practice makes perfect! Prepare for common customer support scenarios you might face in the role. Think about how you'd handle difficult patient inquiries or complaints. Role-playing with a friend can help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your tech skills! Since the role requires using various systems like Outlook and CRM tools, be ready to discuss your experience with these. If you’ve got any cool tips or tricks up your sleeve, don’t hesitate to share them during the interview!
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the position and gives you another chance to reiterate why you’re the perfect fit. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Support Advisor (Monday-Friday + occasional Sunday)-FTC 12 months in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Customer Support Advisor role. Highlight your customer service experience, especially in call centres or similar environments, to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about digital healthcare and how your empathetic approach can enhance patient experiences. Keep it concise but impactful!
Showcase Your Tech Skills: Since we’re all about tech at StudySmarter, make sure to mention your proficiency with tools like Outlook, Excel, and CRM systems. We want to see that you’re comfortable navigating digital platforms!
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. We can’t wait to hear from you!
How to prepare for a job interview at Pharmacy2U
✨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 will not only show your interest but also help you align your answers with their values.
✨Showcase Your Customer Service Skills
Since this role is all about customer support, be ready to share specific examples from your past experiences. Highlight situations where you resolved customer issues effectively, especially in a high-pressure environment. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Demonstrate Empathy and Communication
As a Customer Support Advisor, empathy is key. Prepare to discuss how you handle difficult conversations with patients. Practice articulating your thoughts clearly and confidently, as you'll need to engage with patients over the phone and through secure messaging.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about the team dynamics, training process, or how they measure success in this role. This shows you're genuinely interested in the position and helps you assess if it's the right fit for you.