Customer Service Advisor – Patient Care Team

Simple Online Healthcare; Glasgow; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

A healthcare service provider in Glasgow seeks a Customer Service Advisor to join their Patient Care Team. Candidates will be responsible for providing compassionate support to patients, managing queries through various channels, and collaborating with internal teams. The ideal candidate has experience in a contact centre, strong communication skills, and is empathetic in addressing sensitive issues. This role offers a competitive salary and the opportunity for hybrid working after probation.

Benefits

33 days of leave, including bank holidays

Extra day off for your birthday

Bupa Private Healthcare

Company share scheme

Cycle to work scheme

Enhanced maternity and paternity leave

Bonus incentive scheme

24/7 mental health support helpline

Qualifications

• Experience in a contact centre or call centre environment preferred.
• Ability to work at pace while maintaining accuracy.
• Comfortable in handling sensitive conversations with professionalism.

Responsibilities

• Deliver accurate and empathetic support to patients across all contact channels.
• Manage routine and complex issues; escalate when necessary.
• Work closely with various teams to address patient concerns.

Skills

Strong written and verbal communication

Empathetic handling of sensitive conversations

Organized and able to manage multiple priorities

Tools

CRM systems (preferably Zendesk)

Job description

About the Role

We’re looking for a Customer Service Advisor to join our frontline Patient Care Team, supporting patients at key moments in their healthcare journey. This is a fast‑paced, high‑volume role where empathy, accuracy, and ownership matter just as much as speed.

You’ll be the first point of contact for patients across multiple channels, helping them understand their options, resolve issues, and feel confident they’re being cared for. Every interaction counts, and you’ll play a direct role in shaping the patient experience. If you enjoy problem‑solving, take pride in doing things properly, and want to work in a team that genuinely cares about patients and each other, this role could be a great fit.

What You’ll Be Responsible For

• Deliver clear, accurate, and compassionate support to patients across all contact channels; take full ownership of patient queries from first contact through to resolution.
• Manage both routine and more complex issues, escalating appropriately when required.
• Work closely with pharmacy, clinical, and logistics teams to resolve patient concerns.
• Accurately record all interactions and actions within internal systems; follow company processes, regulatory requirements, and GDPR at all times.
• Contribute ideas to improve service quality, efficiency, and the patient journey; take part in training, coaching, and quality improvement activity.

What We’re Looking For

Essential:

• Previous experience in a contact centre or call centre environment.
• Confident communicator with strong written and verbal skills.
• Comfortable handling sensitive conversations with empathy and professionalism.
• Able to work at pace while maintaining accuracy and attention to detail.
• Organised, reliable, and confident managing multiple priorities.

Desirable:

• Experience using CRM systems (Zendesk experience is advantageous).
• Experience working in a regulated, healthcare, or customer‑critical environment.

This Role Will Suit Someone Who

• Naturally puts patients and customers first.
• Takes responsibility and sees issues through to completion.
• Stays calm and solutions‑focused under pressure.
• Is open to feedback and keen to develop their skills.
• Enjoys being part of a collaborative, supportive team.

Why Join Us

You’ll be joining a purpose‑led organisation focused on improving access to healthcare and delivering high‑quality patient experiences. Make a meaningful difference to patients every day. Learn and grow through structured training and development. Move to a flexible hybrid working model after training. Be part of a supportive, inclusive team culture.

Salary: £26,208 rising to £27,979 from April 2026.

Hours: 40 a week, 5 over 7 days.

Location: 77 Dunn Street Glasgow. Role is office based until probation is passed at which point the role then moves to hybrid working.

Interview: Will be an assessment centre that will take place on Thursday 22nd of January from 2:00pm - 4:00pm.

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.
• Fresh fruit.
• A free coffee machine.

Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 3000 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.