Senior Customer Care Specialist (Patient Support Team) - Online Doctor

Boots

🇬🇧 United Kingdom

On-site

Senior

4 days ago

triage
Looker

Equity

4 days ago

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Job Description

Closing Date:7th October
Location: Islington, London (3 days in the office, two days at home / every other weekend)
Hours:40 hour week / shifts between 08:00- 20:00
Contract: Permanent
Recruitment Partner: Frankie McCallister-Lyas

About the role:

Our Patient Support Team sits at the core of Boots Online Doctor. It’s the place our patients 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.

This isn’t a typical contact centre position - we’re looking for someone who thrives in a fast-paced setting, collaborates well within a team, and takes real pride in their work. You’ll be motivated by working towards targets and rewarded with a performance bonus for delivering outstanding patient experiences. Strong communication and interpersonal skills are essential — whether you’re supporting patients or working alongside colleagues. Most importantly, we’re seeking an enthusiastic individual who can work efficiently and meet KPIs, while maintaining the quality and care our patients expect.

Key Responsibilities:

•   Act as a point of escalation for complex issues from the advisor team
•   Triage, handle and resolve complex complaints, 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 PST Managers with workforce planning.
•   Taking ownership of processes and suggesting ways to work better.
In addition, you will also support our patients:
•   Handling incoming contacts from our patients (phone and messaging), while maintaining a fast response time, resolving queries within the first contact and maintaining excellent quality.
•   Provide our patients with a friendly and efficient personalised service to deliver an exceptional experience.
•   Assist our patients by answering their questions and helping them navigate our website and their accounts.
•   Collaborate with teammates to handle daily tasks timely and efficiently with a friendly, can-do attitude.
•   Support our patients with account issues and set a high bar by solving them quickly.
•   Connect our patients with our clinicians and our partner pharmacists to make sure our patients’ requests are being answered by the right expert.
•   Help any of our partner pharmacies navigate through the online patient records system, including password resets
•   Always maintain data security to protect our patients’ privacy.
•   Ensure you follow SOPs and stay up to date with these changes.
•   Look for opportunities to improve on the processes, tools and ways of working so we can stay best in class.

What you’ll need to have:

•   Working within telemedicine/ online healthcare industry is essential.
•   You have experience coaching and supporting junior members of staff.
•   You have experience in a similar contact centre environment.
•   Have a proven track record of delivering excellent patient/customer service.

It would be great if you also have:

• Experience in a tech start-up/scale-up.
• Experience or knowledge of the NHS, healthcare, or health-tech industry.

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.

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

Level: Level 7
Business area: Support Office
Function: Healthcare - Support Office
Keywords: CUSTOMER, CARE, SENIOR, SPECIALIST
Hours per week: 40
Shift Pattern to display to candidates (displayed externally). Please select one:: Weekdays and Weekends
Latitude,longitude 1: 51.53591598629902, -0.10516631534551865
Office use only: No
Airport: No
No7 Careers: No
Company: Non Stores
Division: 16 - United Kingdom
Should this vacancy be excluded from being posted onto the Boots.jobs career site?: No
Area: 167 - City and East End
Job Code: FAG Assistant
Store: Islington (Boots Online Doctor)
Req Posted Date: 29-Sep-2026

Senior Customer Care Specialist (Patient Support Team) - Online Doctor · Boots

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