Role: Customer Success Lead
Salary: £30,000 to £35,000 per annum plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: Core hours 09:30 - 16:00, flexible to suit you
Location: Hybrid schedule – 2‑3 days a week in the office at Thorpe Park, Leeds
We are the nation’s largest online pharmacy, managing NHS prescriptions for over 1.8 million patients in England. As a market leader with 25 years of experience, we offer a positive, open and honest working environment. We are Great Place to Work certified and a certified B‑Corp, meeting high standards of social and environmental responsibility.
Responsibilities
* Coordinate end‑to‑end onboarding activity for clinics and clients, ensuring all steps are tracked, completed and delivered on time
* Act as the primary point of contact for onboarding queries, providing a responsive and professional experience
* Manage onboarding workflows, including documentation, data collection and checklist completion
* Schedule and coordinate onboarding calls, training sessions and follow‑ups with internal and external stakeholders
* Maintain accurate records and trackers for onboarding progress, status and key milestones
* Support the Business Engagement Manager with client relationships and onboarding pipelines
* Ensure all required documentation is complete, accurate and stored appropriately for audit and governance purposes
* Proactively identify delays or gaps in onboarding activity and follow up to keep progress on track
* Support communication and engagement plans, ensuring clinics and clients remain well‑informed throughout the process
* Prepare regular updates and summaries on onboarding progress for internal stakeholders
* Contribute to the continuous improvement of onboarding processes, templates and tools
Qualifications
* Experience in customer success, onboarding and account coordination
* Experience working with external clients, partners or customers
* Experience managing multiple stakeholders and coordinating activity across teams
* Experience maintaining trackers, documentation and process workflows
* Strong organisational and coordination skills, able to manage multiple onboarding activities simultaneously
* Ability to build positive, effective relationships with external partners and internal teams
* Confidence using trackers, CRM systems and documentation tools
* Familiarity with onboarding processes, customer lifecycle management or service delivery environments
* Understanding of regulated or operational environments (desirable but not essential)
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 other 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? The work and responsibilities are detailed above under "Responsibilities".
Who are we looking for? The qualifications are listed above under "Qualifications".
If you 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.
#J-18808-Ljbffr