Customer Care Advisor

Role: Customer Care Advisor

Location: Thorpe Park, Leeds, LS15 8GB (hybrid work 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 of training Monday‑Friday 8:30am‑5:00pm. After training Monday‑Friday 8:00am‑8:00pm on a 4‑week rotating shift with one Saturday every four from 8:30am‑1:00pm.

Start date: Must be able to start 8th June 2026. Assessment centre dates: Tuesday 12 May 2026 at 9:00am; Thursday 14 May 2026 at 1:00pm.

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

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 benefit 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

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

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

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