Overview
Customer Service Specialist (Live Chat & Aftercare)
Salary: £25,000 per annum
Location: Leeds, LS11 — office-based, 5 days per week
Hours: Monday to Friday, 9:00am – 5:00pm
Department: Smile White Aftercare
About Smile White
Smile White is a luxury dental brand with clinics across the UK. We pride ourselves on delivering exceptional patient experiences and premium aftercare. Our patients expect the highest standards of service, and we are committed to ensuring every interaction reflects the excellence of our brand.
Role Overview
We are looking for a Customer Service Specialist to manage and deliver outstanding support via our live chat aftercare system. This individual will be the first point of contact for patients following their Smile White treatments, ensuring a smooth, reassuring, and VIP service experience. You will not only handle live chat enquiries but also manage the processes around live chat, ensuring efficiency, consistency, and service excellence in line with our brand standards.
Key Responsibilities
* Act as the first point of contact for patients through live chat channels, providing clear, empathetic, and professional support.
* Manage the end-to-end live chat process, including monitoring response times, setting best practices, and escalating queries where necessary.
* Ensure every patient interaction reflects Smile White’s luxury brand values and high standards of care.
* Work closely with clinical and admin teams to provide accurate information and seamless aftercare support.
* Monitor patient feedback and report insights to management to improve service and patient satisfaction.
* Maintain accurate records of all communications and follow-up actions.
* Support in developing scripts, FAQs, and guidelines for consistent patient communication.
* Uphold confidentiality and compliance with all relevant data protection and healthcare regulations.
About You
* Previous experience in a customer service role, ideally within healthcare, luxury services, or hospitality.
* Strong written communication skills with excellent grammar and attention to detail.
* Naturally empathetic, calm under pressure, and able to handle sensitive enquiries with discretion.
* Tech-savvy with experience using live chat software and CRM systems.
* Organised, proactive, and able to take ownership of service processes.
* A team player who thrives in a fast-paced, patient-focused environment.
What We Offer
* Office-based role, Monday–Friday, 9am–5pm.
* Training and development tailored to the Smile White brand experience.
* Opportunity to be part of a luxury dental brand redefining aftercare.
* Supportive and collaborative team culture.
* Career progression opportunities within the business.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Customer Service
* Industries: Retail Health and Personal Care Products
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