Contract: Permanent
Closing date: Monday 1st July 2024
Recruitment Partner: Shannon Linton
We are looking for a Patient Support Team Specialist to join our growing team at Boots Online Doctor.
This is a full-time hybrid vacancy within our London offices based in vibrant Angel, Islington.
About the role
To provide customer-focused support function to our patients whilst contributing to the development of an award-winning support facility within a growing Online Doctor Service Provider.
You'll be someone who can answer patient queries via telephone, email, or chat quickly and enthusiastically because you enjoy doing it!
On a day-to-day basis, you will deliver our industry-leading Patient experience, ensuring that patients facing a variety of situations are all treated with the same high level of service and understanding. We have excellent products that we, and our customers, are incredibly excited about.
We support our customers 7 days a week and your shift patterns will be rota-based provided at least 2 weeks in advance. This would typically include 4 weekdays and either a Saturday or Sunday.
The early shift starts from 8am and the late shift will finish no later than 8pm (Current working hours are between 8am-6pm).
Our Patient Support Specialists are curious investigators, technical problem solvers, and good listeners that are comfortable using a variety of technologies to resolve patient questions.
What you'll need to have
- Solid experience providing customer support or call centre experience;
- Be proactive, self-accountable, assertive, and self-motivated with the ability to perform within tight time constraints, address the root causes of issues, take the appropriate corrective actions, and develop/improve on current processes;
- Understand key drivers to increase customer satisfaction – both in terms of quality and on-time delivery;
- Ability to make clear suggestions for further investigative steps to help quickly home in on root causes of network issues and resolve the problem;
- Strive to WOW our patients and your teammates
- Minimum of an FTTC connection with internet speeds of 20Mbps download and5Mbps upload.
It would be great if you also have
- Experience in a tech start-up/scale-up.
- Experience or knowledge of the NHS, healthcare, or healthtech industry.
Our benefits
- Boots Retirement Savings Plan
- Discretionary annual bonus
- Generous employee discounts
- Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
- Flexible benefits scheme including holiday buying, discounted gym membership, life assurance, activity passes and more.
- Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at rewards. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.
Why Boots
At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we change for the better.
What's next
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.