Job Description

We're looking for 3 experienced Customer Service Advisors to join us on a full-time permanent basis. This role is for 40 hours per week. You'll be primarily based from home, with one day per week in our office in Glasgow City Centre. This role involves day shifts during the week and includes weekend work.


You'll be responsible for providing excellent customer service to both new and existing patients. You'll be dealing with enquiries via live chat, email and telephone regarding medication, deliveries, services and online accounts, while liaising closely with GP surgeries and pharmacies. Phlo will provide all relevant training and full knowledge on our processes and systems, allowing you to confidently work with patients and stakeholders.

The Job

On a day-to-day basis, you'll be involved in the following:

Acting as first point of contact for all new and existing patients Answering customer queries by email, phone and live chat Referring clinical/nonclinical issues or queries to the pharmacy teams via various platforms Providing a friendly, expert service Liaising with patients for medication requests Communicating with surgeries and pharmacies Processing patient nominations and accessing medical history Data entry on PMR/internal systems

Requirements

Ideally, we're looking for someone with the following:

Experience working in an online customer service role Pharmacy or NHS experience is desirable Excellent telephone manner and professional, considerate attitude Computer literacy and high attention to detail Comfortable with technology and using various bespoke systems Organised, logical approach and ability to work regularly from home Ability to work day shifts during the week and Saturday and Sunday Team player eager to learn

Benefits

And in joining Phlo, you'll receive:

Salary 26,206 Opportunity to join a high-growth, innovative company and friendly team Regular collaboration with other teams in the business (product, engineering, design) to continually shape and enhance our services 25 days annual leave plus bank holidays An extra day of annual leave for every complete year of service up to 5 extra days An extra day off for your Birthday every year Pension scheme - 5% employer contribution Annual Bonus Scheme Private Medical Insurance via Vitality Duvet days to rest and reset Bereavement Leave policy covering family, friends, pets, and miscarriage Enhanced Maternity, Paternity and Adoption Pay after 1 year of service Fertility Leave to support your journey to parenthood Charity Day to support a cause that's important to you Dependant Leave to take care of the people that rely on you Pawternity Leave to take care of the people who rely on you 20% Staff Discount on Phlo Clinic products 8 x free professional counselling sessions to support your mental health Perkbox membership 500 Employee referral scheme Hybrid working, casual dress code and a great culture
These are our current benefits and they're likely to grow as we do.

Interested? Apply now.

Closing date for applications is 02.09.25. Please be advised that this role may close early due to high volumes of applications.

The Logistics

We're headquartered in the Onyx building on Bothwell Street in Glasgow City Centre. We have adopted hybrid working with roughly 1 day in the office and 4 days from home per week.

About Phlo

Phlo is building the next generation digital pharmacy by allowing our NHS and private patients to manage, order and track their medication at the touch of a button and have it delivered in 4 hours or less - a UK first! We also have a separate B2B offering, Phlo Connect, which allows private and NHS healthcare providers to plug into our digital pharmacy infrastructure to offer their own patients a superior pharmacy experience.


It's an incredibly exciting time for Phlo as we scale up rapidly. By joining the team, you will have an opportunity to grow our company and enhance our products from day one.

To deliver great service to Phlo's patients we're building a company that's reflective of their diversity. We're an inclusive workplace that promotes and values difference, where everyone, from any background, can do their best work and be proud to belong.


For more information about Phlo visit: www.wearephlo.com, www.phloconnect.com or check out our socials and Trustpilot reviews!