Overview
Customer Support Analyst role at Optum. Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. This is a permanent position.
We are looking for Customer Support Analysts to join our customer-driven, diligent and collaborative team. Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support medical professionals across the UK by diagnosing and resolving issues within our bespoke software.
What you'll do
As a Customer Support Analyst, you will work proactively with our customers to support a range of issues and queries across several pharmacy products. You will develop product knowledge, with PharmOutcomes services delivered to thousands of providers across the UK. You will respond to queries that can range from technical advice to potential new user setup over the phone or via our ticketing system. You will be using multiple systems to support our customers, so an understanding of Windows Office packages is desirable. The support service team meets in the office twice weekly with alternating weekly shift patterns: Monday to Friday, 8:00–16:30 or 9:30–18:00, and a requirement to work on-call 1 week out of 4.
Primary responsibilities
* Handle all queries in a professional manner using effective customer service skills and concise written communication
* Diagnose and solve issues raised by medical professionals using processes and knowledge gained from training
* Identify and escalate any issues that cannot be resolved to the Software Development and Product teams
Who you'll be
It is vital that you have experience in a Customer Service role. You will demonstrate empathy, active listening and patience to achieve the right outcome for customers. You will be a team player who enjoys working in a fast-paced environment and be solution-driven in your approach.
About us
Optum is a global organisation that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. You will be rewarded and recognized for your performance and receive clear direction on what it takes to succeed in your role, with development opportunities for other roles you may be interested in.
Required Qualifications
* Proven understanding of Microsoft Office (Outlook, Word, Excel)
* Demonstrated ability to multi-task and manage time effectively
* Demonstrated ability to be adaptable to changing environments/situations/tasks
* Demonstrated ability to be a quick learner, confident in ability to pick up new systems and tools
* Demonstrated ability to be motivated by customer outcomes and providing a quality service
Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. © 2025 UnitedHealth Group. All rights reserved.
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