Role: Customer Care Advisor
Location: Thorpe Park, Leeds, LS15 8GB (hybrid working when competent)
Salary: £26,110.50 per annum plus extensive benefits
Contract type: Permanent
Employment type: Full time
Working hours: 37.5 hours per week. First 8 weeks training Monday to Friday 8:30am-5:00pm. After training: Monday to Friday 8:00am-8:00pm on a 4‑week rotating shift pattern with one Saturday in each four from 8:30am-1:00pm.
Start date: Must be able to start on 8th June 2026
Assessment centre: Thorpe Park on Thursday, 28th May at 12:00 pm. Please ensure availability.
Responsibilities
- 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.
Qualifications
- 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.
Benefits
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
Application Process
Please apply if you fit the role. Successful applicants will be required to prove right to live in the UK and to undergo a DBS check.
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