Patient Support Advisor UK ·

Liva Healthcare A/S; United Kingdom; Remote; GBP 25,000 - 35,000; Full time

Job summary

Liva Healthcare A/S is seeking a dedicated Customer Support Specialist in the UK to assist patients, coaches and partners across phone, chat and email. You will help users navigate the app and programmes, resolve issues, and contribute to a smoother, faster support experience.

You will also write and improve help centre articles, build automation in our support tools, and help identify recurring problems to drive improvements in service quality and patient outcomes.

Qualifications

• Experience in customer or patient support across phone, chat and email.
• Excellence in written communication and calm in difficult conversations.
• Experience with a CRM or helpdesk, including building automations or workflows.
• Interest in health, wellbeing or helping people change their habits.
• Experience writing help centre or knowledge base articles.
• Understanding of data protection and safeguarding.

Responsibilities

• Provide frontline support to patients, coaches and partners via phone, chat and email.
• Assist users with app usage and programme issues.
• Handle first-line concerns, problems and complaints with care and escalate when needed.
• Write and improve help centre articles for self-service.
• Build automations and workflows in the helpdesk to speed up responses.
• Identify recurring issues and contribute to root-cause fixes.

Skills

Customer support

Multichannel support

CRM/Helpdesk

Written communication

Health interest

Help centre writing

Data protection awareness

Tools

CRM software

Helpdesk software

Job description

Since our inception in 2015 in Denmark, Liva has been a pioneer in the field of digital behaviour change. Our ambition is to empower 1 million people by 2030 to improve their health and well-being by preventing and managing chronic conditions through digitally-powered, evidence-based lifestyle interventions.

Headquartered in Copenhagen and London, our collaborations with healthcare systems - including the NHS, life science companies and health insurers - allow us to impact lives at scale. We recently acquired Momenta, a leading developer and provider of evidence-based, outcome driven, healthy lifestyle solutions that help people negotiate the many day-to-day challenges they face in living healthier lives, with a focus on weight management.

About the role

Once people start a Liva programme, we want them to feel supported every step of the way. You'll be one of the people making that happen: answering their questions, solving their problems, and reaching out when someone has drifted away. You'll also help us work smarter, by improving our help centre and building the automations that get patients answers faster.

What you'll be doing

• Supporting patients, coaches and partners across phone, chat and email, so everyone gets a quick, helpful answer
• Helping patients use our app and programmes, and fixing problems when things go wrong
• Handling first-line concerns and complaints with care, and escalating when needed
• Writing and improving help centre articles, so patients can find answers themselves
• Building automations and workflows in our helpdesk to make support faster and simpler
• Spotting common issues and helping us fix them at the root

What you'll have

• Experience in customer or patient support across several channels
• Excellent written communication, and the ability to stay calm in difficult conversations
• Experience with a CRM or helpdesk, including building automations or workflows
• An interest in health, wellbeing or helping people change their habits
• Help centre or knowledge base writing
• Understanding of data protection and safeguarding

What you'll get

• Meaningful work helping people improve their health
• The chance to shape how our support service works, not just run it
• A collaborative, supportive team
• Exposure to digital health and behaviour change at scale

At Liva, we are a purpose-driven company; we go to work every day to help people live better lives. Our purpose is in our DNA, and we are always on the lookout for talented people eager to evolve and build a life-changing career within global health tech.

We believe in doing business the right way. Liva is committed to eliminating discrimination and encouraging diversity amongst our workforce. We're committed to developing a representative workforce at all levels, and maintaining a working environment that promotes the health and wellbeing of our employees.

As a signatory to the Armed Forces Covenant we welcome applications from veterans, service leavers, and military spouses.

Guaranteed Interview scheme - As part of our commitment to the Government Disability Confident Initiative, and the Armed Forces Covenant, we are offering a guaranteed interview scheme to anyone with as disability as defined by the Equality Act 2010, or military veterans, service leavers, and military spouses.

Liva will operate a fair, inclusive and transparent recruitment and selection process. If you require any reasonable adjustments throughout our interview process please let us know and will be happy to accommodate.