Pharmacy2U Ltd

Customer Support Advisor, 9 months FTC

Pharmacy2U Ltd

contract

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Salary

💰 £27,020 per year

About the role

  • Deliver a discreet, responsive, and efficient service to patients.
  • Prioritize 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.

Requirements

  • 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.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicefirst-contact resolutiondata collectionpatient identity verificationcomplaint investigationoperational improvements
Soft Skills
empathycommunicationorganizationself-motivationteam collaborationproblem solving