Customer Support Advisor (Monday-Friday + occasional Sunday)

Role: Customer Support AdvisorLocation: London W1U 2AU (with hybrid working after completion of training)Salary: £27,020.00 per annum plus extensive benefitsContract type: PermanentEmployment type: Full timeWorking 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. Our algorithms are the basis of our patient-facing digital consultations and clinician-facing decision-making tool. Our algorithms power brands such as LloydsPharmacy Online Doctor, Well Online Doctor and Sexual Health London.Role PurposeIn 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 hybrid/contracted working pattern once training is complete. Your contracted working pattern is Monday-Friday with the occasional Sunday on a scheduled rotation.What's in it for you?Occupational sick payEnhanced maternity and paternity payContributory pensionEmployee discount siteEmployee assistance programmeIn-house mental health supportHealth and wellbeing initiativesSocial events throughout the yearCycle to work schemeGreen car scheme*(subject to minimum earnings)Registration fees paid (GPhC, NMC, CIPD etc)Long service bonusHybrid workingCommitment to CPD/training25 days annual leave25% Discount & health & beauty purchases25% Discount on Pharmacy2U Private Online Doctor ServicesWhat you'll be doing?Deliver a discreet, responsive, and efficient service to patientsPrioritize patient safety and uphold the highest standards of careCollaborate as part of a fast-paced, high-energy teamManage high volumes of patient inquiries with accuracy and empathyConfidently engage with patients over the phone, focusing on first-contact resolutionUse the secure internal messaging system as the primary communication tool for patient responsesOperate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collectionAllocate lab test results to patients and assist them in arranging relevant treatments as neededCoordinate with pharmacies, labs, and GP surgeries to support patient careReport and address any operational or service-related issues impacting patient satisfactionInvestigate and resolve complaints received via multiple channels, including secure messagingOversee patient identity verification checks through an external partnerFollow policies and procedures related to NHS partnershipsServe as the 'voice of the customer' in business projects and expansion initiativesWork cross-functionally with various departments to represent Online DoctorTriage calls to other business areas as appropriateWho are we looking for?Experienced in customer service with at least 2 years in a call center or customer facing roleConfident communicator who thrives on resolving patient queries over the phone and via secure messagingEmpathetic and energetic personality with a strong commitment to delivering first-contact resolutionOrganised and self-motivated, able to manage high volumes of patient interactions with precision and careTech-savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systemsHealthcare-aware — prior experience in a medical or digital health setting is a plusDetail-oriented problem solver who can investigate complaints and support operational improvementsTeam player ready to collaborate across departments and represent the voice of the patient in business initiativesWhat 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.