Role: Customer Support Advisor
Location: London W1U 2AU (with hybrid working after completion of training)
Salary: £27,020.00 per annum plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: 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 Purpose
In 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 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
What you'll be doing?
* 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.
Who are we looking for?
* Experienced in customer service with at least 2 years in a call center 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.
What 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.