Role: Customer Care Advisor
Location: Thorpe Park, Leeds, LS15 8GB (hybrid work when competent)
Salary: £26,110.50 per annum plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: 37.5 hours per week. First 8 weeks of training Monday‑Friday 8:30am‑5:00pm. After training Monday‑Friday 8:00am‑8:00pm on a 4‑week rotating shift with one Saturday every four from 8:30am‑1:00pm.
Start date: Must be able to start 8th June 2026. Assessment centre dates: Tuesday 12 May 2026 at 9:00am; Thursday 14 May 2026 at 1:00pm.
What you’ll be doing
* Supporting patients by providing clear, accurate information across calls, email and live chat
* Taking ownership of patient issues and ensuring they are resolved fully and accurately
* Handling patient complaints professionally and working towards a fair and timely resolution
* Working closely with internal teams such as Surgery, Dispensing, Dispatch and Pharmacy to resolve queries
* Managing and updating patient account information using internal systems (CDB), Excel and Outlook
* Managing high volumes of live chat, calls and emails while maintaining fast, accurate typing and high‑quality responses
* Using problem‑solving and critical thinking to identify solutions and improve patient experience
* Contributing to a positive, friendly and supportive team environment
Who are we looking for
* Experience working in a contact centre environment
* Strong background handling high volumes of calls, emails and live chat enquiries
* Proven experience in complaint handling and resolution
* Excellent verbal and written communication skills with strong attention to detail
* Confident using multiple systems and comfortable learning new technical tools
* Strong empathy, emotional intelligence and the ability to de‑escalate challenging situations
* Effective time‑management, organisation and resilience in a fast‑paced environment
* A proactive, solutions‑focused approach with the ability to work collaboratively across teams
Benefits
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 benefit 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.
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