Customer Support Advisor (Thursday to Monday )

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:                  37.5 hours PW Thursday - Monday

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 Sunday-Thursday.

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 centre 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.