Customer Support Advisor

6 months ago

London, United Kingdom LloydsPharmacy Online Doctor Full time

**Role Purpose**

LloydsPharmacy Online Doctor have an exciting opportunity for a passionate Customer Support Advisor to join our incredible team. You will be the voice of our customer and provide the best service to them via calls and messages with the aim of resolving any queries they may have. Whilst working with us, you will receive coaching, support, a development plan and career guidance. This will provide you with the necessary skills to perform well in your role, and we will also support you in achieving any professional goals that you have for yourself too.

**This is a hybrid role (once training is complete), and you should expect to be fully office based for a minimum of 8 weeks.**

Two available shift patterns to choose from for your permanent working schedule:
**Monday to Friday with an expectation of occasional unsociable out of hours working (Saturday & Sunday).**

**Sunday to Thursday (Monday to Friday for the first 6 weeks)**

**Responsibilities**:

- Maintain customer satisfaction and uphold the highest service standards
- Provide an efficient service to customers
- Work as part of a fast paced and energised team
- Deal with high volumes of customer queries
- Communicate confidently to customers with a focus on first time resolution
- Raise operational and customer service incidents where customer care has been below that expected
- Investigate and resolve complaints received via different platforms including including Trust Pilot
- Support the clinical team by undertaking administrative tasks that support high quality patient care
- Act as the 'voice of the customer' on business projects and expansions
- Work collaboratively within various business functions representing Expert Health Group

**Experience and Qualifications**:
**Essential**
- Minimum 1 years+ Call Centre or customer service experience
- Experience of effectively handling customer complaints
- Energetic, empathetic communicator
- Excellent customer service skills and dispute management using first time resolution approach
- Excellent written and verbal communication skills
- Well organized, motivated
- Previous experience of using CRM portal

**Desirable**
- Education to degree level or equivalent
- Experience of working in a healthcare setting
- DBS checked

**Personal specification**:

- Passionate about putting the customer first
- Calming empathetic approach to customers and colleagues
- Ability to engage with other internal teams and external stakeholders
- Proactive, approachable, and confident in a multidisciplinary team
- To be a role model for the company values and understand impact on others

Pay: £24,000.00-£26,000.00 per year

**Benefits**:

- Company pension

Schedule:

- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- London: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in London

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