Customer Service Coordinator - Pharmacy

Hollybank Trustees Ltd; Sunderland; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Excellent holiday allowance

Private medical insurance

Enhanced pension scheme

Life insurance

Free on site parking

Job summary

Curaleaf International in Sunderland is seeking a Customer Services Coordinator to be the friendly first contact for patients, guiding them through their journey with care, accuracy and empathy. You will handle inquiries by phone, email and live chat, process payments, assist with stock updates, and escalate issues when needed.

You will work with internal teams to keep information current, while upholding confidentiality.

Qualifications

• GCSE grade C (or equivalent) in English and Maths.
• Excellent customer service and communication skills.
• Professional and positive approach across phone, email and live chat.
• Ability to prioritise in a busy environment.
• Commitment to confidentiality.

Responsibilities

• Speak with patients via phone, email, and live chat.
• Inbound and outbound calling.
• Guide patients through their journey and escalate when needed.
• Coordinate with internal and external teams to ensure information is up to date.
• Process prescription payments over the phone.
• Handle complaints professionally and escalate for investigation when necessary.
• Make outbound calls about stock updates, orders, payments, deliveries, or address issues.
• Keep product and process knowledge up to date.
• Support the Customer Service Manager, Supervisor, and other teams.

Skills

Customer focus

Communication skills

Organisation

Decision making

Confidentiality

Problem solving

Education

GCSE English and Maths

Job description

Ready to Make a Real Difference in Our Patients’ Lives?

Do you thrive in a fast-paced environment where you’re always learning something new?

We’re looking for a motivated and people focused Customer Services Coordinator to join our Curaleaf Pharmacy 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 Customer Services Coordinator, you’ll be at the centre of the patient experience, ensuring every enquiry is handled with care, professionalism, and accuracy.

Your day to day will include:

• Speaking with patients via phone, email, live chat.
• Inbound and outbound calling.
• 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.
• Taking prescription payments over the phone.
• Handling complaints professionally and escalating for investigation when necessary.
• Making outbound calls regarding stock updates, orders, payments, deliveries, or address 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, customer focused and confident communicating with all kinds of people.

Key attributes:

• 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.
• 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:

• Excellent holiday allowance.
• Private medical insurance.
• Enhanced pension scheme.
• Life insurance.
• Free on site parking.

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.

About us:

Curaleaf International is shaping the future of cannabis through its commitment to research and product excellence. Powered by a strong presence at all stages of the supply chain, its unique distribution network throughout Europe, Canada and Australasia brings together pioneering research with cutting-edge cultivation, extraction, and production. Amidst a rapid growth trajectory, the emphasis on quality and expertise aims to ensure the delivery of safe and legal cannabis.

Curaleaf International’s network includes a clinic, pharmacy, and laboratory in the UK; cultivation and EU-GMP processing facilities in Portugal; an EU-GMP processing, quality assurance and research site in Spain; Four 20 Pharma wholesaler and distributor in Germany; a Polish wholesaler and clinic; and the EU-GMP producer Northern Green Canada.

Curaleaf International is part of Curaleaf Holdings, Inc., a leading international producer and distributor of consumer cannabis products.

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