Senior Customer Advisor

We are looking for an experienced and highly capable Senior Customer Advisor to join our growing operations team.

This is a key role within the patient journey team, responsible not only for delivering outstanding patient and client communication and admin support, but also for leading by example, supporting junior team members, and helping improve operational processes.

You will act as a point of escalation for complex queries, ensuring safe, accurate, and empathetic handling of communications across phone, email, and ticketing systems (Zendesk).

Key responsibilities

Communications & case management

• Handle complex or escalated queries via phone, email, and Zendesk
• Provide clear, empathetic, and accurate communication in sensitive healthcare contexts
• Ensure timely resolution of issues and maintain high service standards

Operational excellence

• Track capacity across the team and flag risks of bottlenecks or backlogs
• Coordinate breaks, absences, and shift changes to maintain operational continuity
• Work closely with management to forecast demand and adjust staffing needs accordingly
• Ensure high levels of accuracy in administrative and support processes
• Identify and resolve process gaps or recurring issues
• Act as the primary operational liaison with carrier account managers

Senior-level support & leadership

• Act as first-line escalation point for junior team members
• Provide training, coaching, and support to new starters
• Support quality assurance by reviewing or improving ticket handling standards
• Contribute to process improvements and operational efficiency initiatives

Systems & tooling

• Confident use of Zendesk and internal order management system
• Support optimisation of workflows within systems
• Identify opportunities to improve automation or reduce manual workload

The person

You are:

• An excellent communicator, confident across phone and written channels
• Highly organised and dependable, able to manage competing priorities
• A problem solver, comfortable handling ambiguity and complex cases
• Experienced with (or quick to master) digital systems such as Zendesk
• Extremely detail-focused, especially in healthcare-related communication
• Naturally proactive, with a willingness to support others and improve processes
• Comfortable working in a fast‑paced, regulated healthcare environment
• Experience in healthcare, telehealth, pharmacy, or regulated customer service environments
• Experience handling escalations or managing junior staff
• Experience working with SLAs or KPI-driven environments

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