Senior Customer Support Specialist, Customer Care, Boots Online Doctor

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

Senior Customer Care Specialist, Boots Online Doctor

About the role:

Our senior customer care role sits within our Boots Online Doctor Customer Care team, where you’ll answer our customer queries who use our Online Doctor service via telephone, email or chat and act as a point of escalation for complex issues. You’ll be able to handle and resolve complex complaints, liaising with our internal clinical and governance teams.

We’re 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. You’ll be happy to work towards targets, and you’ll rewarded with a performance bonus for delivering outstanding patient experiences.

Our Support Team sit at the core of Boots Online Doctor. It’s 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 they’re receiving the highest standard of care.

Key Responsibilities:

• Acting as a point of escalation for complex issues, with the ability to handle and resolve complex complaints whilst liaising with our internal clinical and governance teams.
• Coach the team on contact centre best practice and objection handling.
• Collaborate with Team Managers to drive performance by contributing to our quality assurance programme, team meetings, and recruitment.
• Analyse team performance, identify areas of improvement using Looker, our data analytics tool
• Support our team managers with workforce planning.
• Taking ownership of processes and suggesting ways to work better.
• Collaborate with teammates to handle daily tasks timely and efficiently

In addition, you’ll also support our Online Doctor customers by:

• Providing a professional and efficient personalised service.
• Answering questions, helping navigate our website and their accounts.
• Working with our clinicians and our partner pharmacists to make sure requests are being answered by the right expert.
• Helping partner pharmacies navigate through online patient records system, including password resets

What you’ll need to have:

• Experience in a similar contact / call centre environment
• Experience coaching and supporting a team
• Experience within telemedicine / online healthcare industry
• A proven track record of delivering excellent patient /customer service.

It would be great if you also have:

• NHS / Healthcare experience

A bit about us:

At Boots, we're 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 we're 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.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only)

What’s 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, you’ll 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.