Patient Support Advisor

Leightons-Opticians-and-Hearing-Care-1; Southampton; Hybrid; GBP 28,000 - 31,000; Full time

Benefits offered by this job

Pension scheme

25 days annual leave

Generous bonus scheme

Staff discounts

Flexible hours

Hybrid working

Job summary

Leightons Opticians & Hearing Care in Southampton is hiring a Patient Support Advisor to act as the first point of contact for patients. You will handle inbound and outbound calls, web chat and email, and book appointments across Leightons and The Hearing Care Partnership to ensure the right services are provided.

This full-time role operates on a two-week rota with alternating shifts and Saturdays, with hybrid working and travel to the Southampton office.

Qualifications

• Previous customer service experience (call centre preferred).
• Excellent telephone manner and confidence in handling high-volume calls.
• Strong written communication skills.
• IT literacy and multitasking ability.
• Willingness to travel to the Southampton office for hybrid work.

Responsibilities

• Provide first-class customer service via inbound and outbound calls, web chat, and email.
• Book appointments across Leightons and The Hearing Care Partnership ensuring we provide the correct products and services.
• Respond to patient queries professionally and empathetically.
• Maintain accurate records and ensure data confidentiality.
• Support the wider team in achieving performance goals, collaborating to maintain a seamless patient experience.

Skills

Customer service

Telephone handling

Written communication

IT proficiency

Fast-paced environment

Travel to Southampton office

Job description

Job Title: Patient Support Advisor
Location: Contact Centre, Southampton
Reports to: Patient Support Contact Centre Manager

Hours: Full-time – 2-week rota

• Shift Pattern: 8:00am – 4:30pm and 9:00am – 5:30pm

• Saturdays (Remote Working): Alternate Saturdays, 8:00am – 4:00pm

About the Role:

We have an exciting opportunity to join our Patient Support Team in our Southampton Call Centre. As a Patient Support Advisor, you will be the first point of contact for patients, handling inbound and outbound calls as the primary responsibility, along with web chat and email. This is a full-time role on a two-week rota with alternating shifts and alternate Saturdays.

Key Responsibilities:

• Provide first-class customer service via inbound and outbound calls, web chat, and email

• Book appointments across Leightons and The Hearing Care Partnership ensuring we provide the correct products and services

• Respond to patient queries professionally and empathetically

• Maintain accurate records and ensure data confidentiality

• Support the wider team in achieving performance goals, working collaboratively to maintain a seamless patient experience Requirements:

• Excellent telephone manner and confidence in handling high-volume calls

• Strong written communication skills

• Previous customer service experience (call centre preferred)

• Ability to work effectively in a fast-paced environment

• IT proficiency and multitasking ability

• Ability to travel regularly to the Southampton office (hybrid role)

Benefits:

• Competitive salary of £28,000 – £31,000 OTE

• Pension Scheme 25 days annual leave (plus bank holidays)

• Generous bonus scheme

• Staff discounts on products and services

• Flexible working hours – tell us what hours work for you (minimum 30 hours per week)

• Hybrid working – ability to work from home part of the week

Why Join Leightons Opticians & Hearing Care?

With over 90 years of family heritage, Leightons is built on a foundation of care, trust, and personal service. We foster a close-knit, supportive environment where every team member is valued. Our shared goal is to achieve 100% customer satisfaction through an individual approach to every patient. You’ll be joining a company that invests in your growth, encourages development, and promotes a friendly, inclusive workplace culture.