Customer Service Advisor

Simple Online Healthcare; Glasgow; Hybrid; GBP 27,000; Full time

Job summary

Join a mission-driven company as a Customer Service Advisor where you'll help patients navigate their care journey. This role involves managing patient queries, collaborating with teams, and ensuring excellent service. Enjoy a supportive environment with growth opportunities and a hybrid work model after training.

Benefits

33 days holiday plus extra for long service

Extra day off for your birthday

Company share scheme

Bupa Private Healthcare

Income Protection

Cycle to Work Scheme

My Gym Discounts

Enhanced Company pension scheme

Rewarding bonus incentive scheme

24/7 helpline for wellbeing support

Qualifications

• Previous experience in a call center, healthcare preferred.
• Strong verbal and written communication skills.
• Able to handle sensitive conversations with professionalism.

Responsibilities

• Manage patient queries across multiple channels.
• Provide accurate and compassionate responses to inquiries.
• Document all patient interactions thoroughly.

Skills

Communication

Empathy

Problem Solving

Tools

CRM tools

Job description

About the Role

Are you passionate about delivering exceptional support to people when they need it most? We're looking for a Customer Service Advisorto join our growing frontline team. In this role, you'll be the first point of contact for our patients, helping them navigate their care journey with empathy, clarity, and confidence.

Whether it's resolving a query or guiding a patient through our platform, you’ll be making a real difference with every interaction. If you thrive in a fast-paced, people-first environment and love being part of a supportive team, this could be the role for you.

What You’ll Be Doing

As a key member of the Patient Care Team, you’ll manage patient queries across multiple communication channels including phone, email, chat, and social media. Your focus? Ensuring every patient feels heard, supported, and cared for — every step of the way.

• Provide timely, accurate, and compassionate responses to patient enquiries.
• Take ownership of routine and complex issues, escalating when needed.
• Collaborate with pharmacy, clinical, and logistics teams to resolve service issues.
• Ensure all patient interactions are thoroughly documented in our systems.
• Act as a champion for compliance and data protection (including GDPR).
• Identify opportunities to improve our service and patient experience.
• Take part in team training, coaching, and continuous improvement sessions.

What We’re Looking For

Experience & Skills

• Previous experience in a call center environment– healthcare or regulated industries a big plus.
• Strong verbal and written communication – you’re clear, calm, and compassionate.
• Solid understanding of CRM tools and digital systems (Zendesk experience is a bonus).
• Able to handle sensitive conversations with professionalism and empathy.
• Comfortable with a fast-paced environment, juggling multiple priorities.

You’re probably someone who…

• Brings a patient-first mindset to everything you do.
• Is detail-oriented and committed to getting things right.
• Stays calm under pressure and solves problems proactively.
• Takes feedback well and wants to keep learning and growing.
• Enjoys working as part of a collaborative, supportive team.

Why You’ll Love Working Here

This is your chance to join a mission-driven company that’s reshaping how healthcare is delivered. You’ll be part of a talented, friendly team that cares about people, progress, and patient outcomes.

• Make a real impact every day, helping patients across the UK and beyond.
• Grow your career with ongoing training and development opportunities.
• Enjoy a flexible hybrid working model after training.
• Work in a supportive environment that values collaboration and compassion.

Salary - £26,208

Please note that we are unable to offer sponsorship for this position. All applicants must have the right to work in the UK at the time of application

Basics you can expect:

️33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days

Extra day off for your birthday

Company share scheme

Bupa Private Healthcare

Income Protection

Cycle to Work Scheme

My Gym Discounts

Enhanced Company pension scheme

Quarterly Team Training and Social Budget

Enhanced Maternity and Paternity Leave

Rewarding bonus incentive scheme

️24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.

️Love2Shop Discount

Hybrid working (3 days in the office after probation)

Office extras:

Fresh fruit

A free coffee machine

The Simple Online Healthcare Promise:

Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 1500 patients per day, making sure they receive their medication safely and on time. We're always on the lookout for talent. If you're passionate about helping make lives easier, we'd love to hear from you.

Join us on our journey to create affordable health solutions. Apply today to be part of a team that values growth, collaboration, and the simplification of healthcare. Your journey towards creating impactful experiences in the healthcare industry starts here.

Ready to make a difference? Apply now!

Simple Online Healthcare is proud to be an Equal Opportunity Employer.