1st Line Support Analyst

UnitedHealth Group Incorporated; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A global healthcare organization is seeking a 1st Line Support Analyst for a hybrid role in Leeds. The position involves providing exceptional customer service, diagnosing and resolving patient issues, and managing escalations. Ideal candidates have customer service experience, strong communication skills, and the ability to work under pressure in a target-driven environment. This role offers a chance to make a meaningful impact on health outcomes while supporting patient care access.

Qualifications

• Proven experience in a customer service role or service desk environment.
• Demonstrated ability to work in a target/SLA/KPI-driven environment.
• Experience handling patient contacts professionally.

Responsibilities

• Handle patient contacts in a professional manner.
• Diagnose and resolve issues raised by patients.
• Escalate major issues and complaints to management.

Skills

Customer service experience

Excellent communication skills

Logical thinking

Attention to detail

Analytical problem-solving

Active listening

Job description

Here at Optum, we’re transforming how patients access healthcare. As a 1st Line Support Analyst (full-time, permanent, hybrid from Leeds), you’ll be part of a collaborative team providing exceptional customer service to end users of our products and services. You’ll diagnose and resolve issues, escalation of complex cases, and ensure patients receive timely and professional support. What you’ll do: As a 1st Line Support Analyst, you’ll handle patient contacts professionally, using effective customer service skills and logical problem‑solving. You’ll work to pre‑defined KPI targets, escalate major issues and complaints, and collaborate with development teams to resolve technical queries. Your role will be key in maintaining clinical safety and information governance standards. Primary Responsibilities:

• Handle patient contacts in a professional manner using effective customer service skills
• Diagnose and resolve issues raised by patients using processes and training knowledge
• Work to pre‑defined KPI targets
• Identify and escalated clinical safety and information governance incidents appropriately
• Escalate major issues and complaints to management
• Raise technical queries with development teams
• Ensure all company policies and procedures are read, understood, and acknowledged

Who You’ll Be:

We’re looking for someone with experience in a customer service or service desk environment, who thrives under pressure and has superb communication skills. You’ll bring logical thinking, solid attention to detail, and confidence in managing targets and SLAs. You will be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role, as well as providing development for other roles you may be interested in.

• Proven experience in a customer service role or service desk environment
• Proven excellent communication and customer service skills
• Proven logical thinker with solid analytical and problem‑solving skills
• Demonstrated accurate record keeping and attention to detail
• Proven ability to work in a target/SLA/KPI-driven environment
• Proven active listening and solid questioning ability
• Demonstrated confidence working under pressure

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug‑free workplace. © 2025 UnitedHealth Group. All rights reserved.