Customer Care Advisor

Role: Customer Care Advisor

Location: Thorpe Park, Leeds, LS15 8GB (with hybrid working when competent)

Salary: £26,110.50 per annum plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: You will work 37.5 hours per week, with the first 8 weeks of training running Monday to Friday from 8:30am to 5:00pm, and after training you will work Monday to Friday between 8:00am and 8:00pm on a 4‑week rotating shift pattern with one Saturday in every four from 8:30am to 1:00pm.

MUST BE ABLE TO START ON 8th JUNE 2026

As part of the recruitment process, candidates will be invited to attend an assessment centre at Thorpe Park on one of the following dates:

• Tuesday, 12th May 2026 at 9:00 am
• Thursday, 14th May at 1:00 pm

Please ensure your availability for one of these sessions if you wish to proceed with the application .

Do you want to work for the nation’s largest online pharmacy ensuring excellence for all our patients? We’re a market leader in the pharmacy world, with 25 years’ experience, helping over 1.8 million patients in England manage their NHS prescriptions from request through to delivery. We are Great Place to Work certified as we consider colleague experience a top priority every day, and as a certified B Corp we also meet high standards of social and environmental responsibility. Our people are fundamental to our success and ensuring we achieve our vision to be a world leading, patient-centric digital healthcare provider. We are committed to continuing to develop a positive, open and honest working environment for all.

To support and provide the best customer care to all our patients, ensuring an efficient and convenient ordering process. You will be skilled in call handling, written communication, emails and live chat.

Why you’ll love working with us

We believe great people deserve great support. That’s why we offer a benefits package designed to look after your health, finances, career and life outside work.

Financial security & rewards

· Competitive contributory pension

· Occupational sick pay

· Long-service awards and refer-a-friend bonuses

· Professional registration fees covered (GPhC, NMC, CIPD and more)

· Cycle to Work and Green Car schemes (subject to eligibility)

Family-friendly

· Enhanced maternity and paternity pay

· Flexible hybrid working to help balance work and home life

Health & wellbeing

· Private healthcare insurance at discounted rates (Aviva)

· Employee Assistance Programme and in-house mental health support

· Access to discounted gym memberships via Blue Light Card and benefits schemes

· Regular health and wellbeing initiatives

Career growth

· Strong commitment to CPD, training and professional development

Time off & flexibility

· 25 days’ annual leave, increasing with service

· Buy and sell holiday scheme

Everyday perks & exclusive discounts

· Blue Light Card and employee discount platform

· Exclusive discounts at The Springs, Leeds

· 25% off health & beauty purchases

· 25% off Pharmacy2U Private Online Doctor services

Culture & community

· Regular social events throughout the year

What you’ll be doing?

• Supporting patients by providing clear, accurate information across calls, email and live chat
• Taking ownership of patient issues and ensuring they are resolved fully and accurately
• Handling patient complaints professionally and working towards a fair and timely resolution
• Working closely with internal teams such as Surgery, Dispensing, Dispatch and Pharmacy to resolve queries
• Managing and updating patient account information using internal systems (CDB), Excel and Outlook
• Managing high volumes of live chat, calls and emails while maintaining fast, accurate typing and high‑quality responses
• Using problem‑solving and critical thinking to identify solutions and improve patient experience
• Contributing to a positive, friendly and supportive team environment

Who are we looking for?

• Experience working in a contact centre environment
• Strong background handling high volumes of calls, emails and live chat enquiries
• Proven experience in complaint handling and resolution
• Excellent verbal and written communication skills with strong attention to detail
• Confident using multiple systems and comfortable learning new technical tools
• Strong empathy, emotional intelligence and the ability to de‑escalate challenging situations
• Effective time‑management, organisation and resilience in a fast‑paced environment
• A proactive, solutions‑focused approach with the ability to work collaboratively across teams

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

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