Job Description

ustomer Service Advisor, Online Pharmacy (In House, Manchester M30)

Pay:

13.00 to 15.00 per hour (DOE)

Hours:

Full-time, 37.5 hours per week

Location:

In house only,

Manchester (M30)

, no remote applications

Note:

The team is currently based in

Wilmslow

, and will be

moving to Eccles (Manchester M30) in February

.

The role

We're hiring an

experienced, telephone-first Customer Service Advisor

to support patients using our online pharmacy.

Most queries arrive

by phone or email

, and we prefer to

pick up the phone, resolve quickly, and leave the patient reassured

.

All inbound queries are

triaged into clinical and non-clinical

. This role focuses

solely on non-clinical support

, working closely with the wider team to ensure patients get fast, clear answers and a great experience.

What you'll do

Handle inbound patient queries

via

telephone and email

(telephone-first approach)

Build rapport

quickly, listen well, and make patients feel supported

Read and understand tickets

properly, confirm what the patient is asking, and respond clearly

Resolve non-clinical issues

efficiently (orders, delivery queries, account updates, general support) Use our systems daily, including

Richpanel

(ticketing) and our

pharmacy platform

Keep accurate notes and records

of interactions and outcomes Share feedback with the team to help improve service quality and reduce repeat queries
What we're looking for

Minimum 2 years' experience

in a customer service role (telephone experience essential)

Excellent spoken and written English

, strong grammar, and clear, confident communication

Warm, friendly, professional manner

, with a genuine desire to help people Strong

comprehension and attention to detail

, understanding the issue before replying Calm under pressure, good judgement, and able to handle complaints with empathy Comfortable learning new systems and processes (

Richpanel

experience is a plus)

Professional presentation

in an in-house, customer-facing environment
About us

We're a

UK-regulated online pharmacy

, known for being

friendly, discreet, and professional

. We support patients across treatment areas including

weight loss and men's health

, and we're growing fast.

Job Type: Full-time

Pay: 13.00-15.00 per hour

Expected hours: 37.5 per week

Experience:

Telephone Customer Service: 2 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person