Customer Support Advisor

Role:                                    Customer Support Advisor

Location:                             London (W1U), hybrid upon completion of training

Salary:                                 £27,020 per annum

Contract type:                    Permanent

Employment type:             full time

Working hours:                  37.5 hours per week, Tuesday to Saturday. (Required to work Monday-Friday for the duration of the training period)

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 1.4 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.  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.

Expert Heath Ltd, part of Pharmacy2U, 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. Our algorithms are the basis of our patient-facing digital consultations and clinician-facing decision-making tools.

In this role, you’ll be at the heart of driving digital healthcare transformation, helping to deliver safer, faster, and higher‑quality services for patients in an ever‑evolving environment. You’ll begin with a supportive 6–8 week training period, Monday to Friday, based in our office to ensure you feel confident and fully prepared.

Once training is complete, you’ll move into a hybrid working model aligned to your contracted pattern of Tuesday to Saturday, giving you flexibility while still being part of a collaborative, mission‑focused team.

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

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.
• Attend training and events where appropriate.

Who are we looking for?

• Proven experience in a call centre and/or customer service role.
• Experience handling customer complaints effectively.
• Energetic and empathetic communicator.
• Strong customer service skills with a commitment to first-contact resolution.
• Excellent written and verbal communication skills.
• Proficiency in applications such as Outlook, Excel, Word, and MS Teams.
• Highly organised and self-motivated.
• Prior experience using CRM systems.

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

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