Customer Care Specialist, Boots Online Doctor

Location: Angel Islington (Hybrid working)
Contract: Permanent
Working Hours shift patterns between 08:00-18:00 weekdays plus some weekends (we support our customers seven days a week and your shift patterns will be provided at least two weeks in advance)
Recruitment Partner: Frankie McCallister-Lyas

the role:

1 x Permanent
1 x Fixed Term Contract

This role sits within our Boots Digital Health & Online Doctor Customer Care team where youll answer our patient queries who use our Online Doctor service via telephone email or chat.

Were looking for someone who is a true customer service professional who thrives in a fast-paced environment collaborates well within a team and takes real pride in their work. Youll be happy to work towards targets and youll rewarded with a performance bonus for delivering outstanding patient experiences.

Our Support Team sit at the core of Boots Online Doctor. Its the place our Online Doctor customers turn to for advice to share feedback and to feel genuinely listened to. We also work closely with our store pharmacies to ensure every patient enjoys a seamless straightforward experience and feels confident theyre receiving the highest standard of care.

Key Responsibilities:

On a day-to-day basis you will deliver a high-level customer experience ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding.

Ability to work autonomously and exercise excellent judgement
Able to answer customer queries via telephone email or chat quickly and enthusiastically with a high level of care

Our team are curious problem solvers and good listeners that are comfortable using a variety of technologies to resolve customer questions.

What experience youll need to have:

- Solid experience within digital customer support or call centre support working towards targets and KPIs
- Strong written and verbal communication skills
- 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 areas to increase customer satisfaction both in terms of quality and on-time delivery
- Ability to make clear suggestions for further investigative steps

It would be great if you also have:

NHS / Healthcare experience

A bit about us:

At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

Rewards designed for you:

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 option to buy additional holiday discounted gym membership life assurance activity passes and much more.
Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
Theres lots more in our benefits and discounts MyBoosts - there to give you that little lift in your everyday. Find out more at Exclusions may apply (eligible roles only)

Whats next:

If your application is successful our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion youll be notified by email.

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.

We hope to hear from you soon.
Be brilliant with Boots.

Keywords
PST PATIENT CUSTOMER CARE

Required Experience:

IC

Employment Type : Full Time
Experience: years
Vacancy: 1