Customer Support Advisor

3 weeks ago

London, United Kingdom ZAVA Full time

**About ZAVA**

We're on a mission to provide our patients with healthcare that is accessible and dependable at a fraction of today's cost.

Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, and Commercial & Operations Specialists work collaboratively, to develop and maintain a digital healthcare platform that provides our patients with healthcare that suits their needs & schedules.

The pandemic changed our lives, requiring us to find flexible, remote and innovative healthcare solutions to meet our needs during challenging and changeable periods. Many of our patients turned to telemedicine as a convenient solution to getting their healthcare online from the comfort of their homes. And through delivering a safe and efficient digital healthcare service, we've provided over 8 million consultations across the UK, Germany, France, and Ireland, enabling millions of people with essential access to healthcare when they needed it most.

It's our motivation to continue fulfilling their needs and to expand further to meet the needs of others, ensuring we're always there with the latest tech, treatments and advice. Because we're doing more than providing healthcare, we're enabling & empowering people by making healthcare work for them.

We’re here because we care about healthcare and we plan to be the largest digital primary healthcare platform for people across Europe.

**About the role**

We are looking for a customer support specialist to be the face of ZAVA acting as the first point of contact for many of our patients.

Contributing to the continued growth and success of our current customer support team you will have a passion for people, going above and beyond the call of duty to provide each patient with a WOW experience.

To be successful in the role, you need to be an excellent communicator who is able to quickly develop a rapport with those that you are speaking to, making patients comfortable enough to openly speak to you.

**What can you expect from working with us?**
- **Patient-focused mentality** - Care is our fundamental deep-down motivation. We’re an organisation full of smart people who care - about patients, about each other and about doing the right thing. And because of this, we receive great patient reviews
- **A supportive, collaborative environment** - we’re a Healthcare organisation that puts patients and patient safety first. We care deeply about the work we do and about each other, offering help and sharing guidance and knowledge whenever we can.
- **Company wide benefits - **As well as a competitive salary, you’ll be offered an annual £500 training budget, a team social budget, Simply Health cash plan & wellbeing, a bonus scheme as well flexible & remote working opportunities (to be discussed with your manager). Our brand new, central London office has excellent transport links as well as a bike rack, showers, free fruit, coffee when applicable You’ll also be offered the cycle-to-work scheme, a season ticket loan.

**Day-to-day the work will encompass**:

- Respond to customer requests for advice and support to enable them to receive great service and great health care in a timely and sensitive and empathetic way.
- Book appointments for customers to attend travel clinics run by our partners
- Help facilitate communication between ZAVA, it’s patients and pharmacies
- Provide assistance and support to the ZAVA doctors and pharmacy team
- Contribute to consistently achieving above 95% service level
- Work with other parts of the teams on Customer Support requirements to ensure our customers are supported effectively, by helping CSA’s across other teams as well as their own
- You may be required to help out at ZAVA’s front Reception desk.

**For this role you need to**:
**Skills and Abilities**

Passion for helping customers both verbally and written with good decision making skills, remaining calm under pressure
- An ability to work in a confidential and professional manner when dealing with sensitive patient information and customer queries at all times
- Proven IT skills

Communication
- Develop and maintain positive and responsive relationships with customers, potential customers and partners of ZAVA
- Maintain a continual review of personal performance, seeking to improve effectiveness both individually, as a member of the Customer Support team and as a member of the wider ZAVA team

Regulatory Compliance
- Adheres to regulatory requirements in relation to ZAVA’s ongoing compliance with CQC (Care Quality Commision).

**It would also be advantageous to have experience with**:

- Excel/Google Sheets
- Previous experience in a customer support role, medical or pharmacy setting would be an advantage.
- Being able to speak more than one language in particular German or French

**Benefits from the day you join**:

- 25 days holiday + bank holidays + Birthday day off
- Healthcare cash back plan through SimplyHea

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