Patient-First Customer Services Coordinator

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

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.