Medical Cannabis Patient & Customer Services Coordinator

Curaleaf International; Sunderland; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading healthcare provider in Sunderland is seeking a motivated Patient/Customer Services Coordinator to enhance patient experiences. The role involves communicating with patients through various channels and ensuring all inquiries are addressed competently. Ideal candidates will have a passion for helping others and possess strong organizational skills. A competitive salary and benefits like private medical insurance and a pension scheme are offered, encouraging career growth in a supportive environment.

Benefits

Competitive salary

Excellent holiday allowance

Private medical insurance

Enhanced pension scheme

Life insurance

Free on-site parking

Ongoing development opportunities

Qualifications

• GCSE grade C (or equivalent) in English and Maths.
• Excellent IT skills including Microsoft packages.
• Strong organizational skills and the ability to prioritize.

Responsibilities

• Ensure every enquiry is handled with professionalism.
• Guide patients through their journey, escalating when needed.
• Use bespoke IT systems and maintain electronic health records.
• Handle complaints and escalate issues professionally.

Skills

Adaptable communication skills

Strong organization

Proactive mindset

Excellent IT skills

Attention to detail

Education

GCSE grade C in English and Maths (or equivalent)

Tools

Microsoft packages

Zendesk

Job description

Ready to Make a Real Difference in Our Patients' Lives? Do you love helping people and being the person they can rely on? Do you thrive in a fast paced environment where you're always learning something new? Are you the one your friends describe as calm, organised and great at talking things through? Are you looking for a role where you can grow, develop new skills and build a meaningful long term career? If so, this could be the perfect next step for you.

We're looking for a motivated and people focused Patient/Customer Services Coordinator to join our Curaleaf team. You'll be the first friendly voice patients hear, the reassuring message they receive and the person who keeps their journey smooth, supportive and stress free.

What You Will Be Doing

As a Patient/Customer Services Coordinator, you'll be at the centre of the patient experience, ensuring every enquiry is handled with care, professionalism, and accuracy.

• Speaking with patients via phone, email, live chat and Zendesk tickets.
• Guiding patients through their journey, escalating when needed.
• Working closely with internal and external teams to make sure information is accurate and up to date.
• Using bespoke IT systems and maintaining electronic health records.
• Taking appointment payments over the phone.
• Handling complaints professionally and escalating for investigation.
• Making outbound calls regarding stock updates, orders, payments, deliveries, or KYC issues.
• Keeping your product and process knowledge up to date.
• Supporting the Customer Service Manager, Supervisor, and other internal teams when needed.

This is a fast paced, rewarding role for someone who genuinely enjoys helping others and keeping things running smoothly behind the scenes.

What We Are Looking For

You’ll excel in this role if you’re enthusiastic, patient focused and confident communicating with all kinds of people.

You’ll bring:

• A genuine passion for helping others.
• Adaptable and effective communication skills.
• Strong organisation and the ability to prioritise in a busy environment.
• Confidence making decisions within your remit.
• A proactive, solutions focused mindset.
• Excellent IT skills, including Microsoft packages.
• Exceptional attention to detail.
• A commitment to confidentiality.
• A professional and positive approach across phone, email and live chat.
• A dynamic attitude, with openness to change and improvement.

What You Will Get From Us

We do not just offer a job. We grow careers and provide a supportive environment where your contribution is valued.

You will receive:

• Competitive salary.
• Excellent holiday allowance.
• Private medical insurance.
• Enhanced pension scheme.
• Life insurance.
• Free on site parking.
• Ongoing development opportunities.

At Curaleaf International, we’re not just participating in the cannabis industry—we’re leading it! As part of the world’s largest cannabis company, Curaleaf Holding, Inc., we are powered by a strong presence at all stages of the supply chain. Our unique distribution network throughout Europe, Canada and Australasia brings together pioneering research with cutting‑edge cultivation, extraction, and production. Amidst a rapid growth trajectory, our emphasis on quality and expertise aims to deliver safe and legal cannabis.

Our Vision: To shape the future of cannabis through our commitment to research and product excellence

Our Mission: To be the world's leading cannabis company consistently delivering superior products and services and driving the global acceptance of cannabis

Our Values: Lead & Inspire, Commit to Win, Driven to Deliver, Excellence, Customer Obsession, One Curaleaf

Minimum Requirements

GCSE grade C (or equivalent) in English and Maths

A Role with Real Impact

You won't just be answering queries, you'll be helping patients access essential medical treatment and ensuring they feel supported every step of the way.

We often receive a high volume of interest, so this role may close early. If it sounds like the right fit for you, we encourage you to apply as soon as possible.