Job Description

About the Role

We're looking for a Customer Service Advisor to join our frontline Patient Care Team, supporting patients at key moments in their healthcare journey. This is a fast-paced, high-volume role where empathy, accuracy, and ownership matter just as much as speed.


You'll be the first point of contact for patients across multiple channels, helping them understand their options, resolve issues, and feel confident they're being cared for. Every interaction counts, and you'll play a direct role in shaping the patient experience. If you enjoy problem-solving, take pride in doing things properly, and want to work in a team that genuinely cares about patients and each other, this role could be a great fit.

What You'll Be Responsible For

Deliver clear, accurate, and compassionate support to patients across all contact channels Take full ownership of patient queries from first contact through to resolution Manage both routine and more complex issues, escalating appropriately when required Work closely with pharmacy, clinical, and logistics teams to resolve patient concerns Accurately record all interactions and actions within internal systems Follow company processes, regulatory requirements, and GDPR at all times Contribute ideas to improve service quality, efficiency, and the patient journey Take part in training, coaching, and quality improvement activity

What We're Looking For

Essential:

Previous experience in a contact centre or call centre environment Confident communicator with strong written and verbal skills Comfortable handling sensitive conversations with empathy and professionalism Able to work at pace while maintaining accuracy and attention to detail Organised, reliable, and confident managing multiple priorities
Desirable:

Experience using CRM systems (Zendesk experience is advantageous Experience working in a regulated, healthcare, or customer-critical environment

This Role Will Suit Someone Who

Naturally puts patients and customers first Takes responsibility and sees issues through to completion Stays calm and solutions-focused under pressure Is open to feedback and keen to develop their skills Enjoys being part of a collaborative, supportive team

Why Join Us

You'll be joining a purpose-led organisation focused on improving access to healthcare and delivering high-quality patient experiences. Make a meaningful difference to patients every day Learn and grow through structured training and development Move to a flexible hybrid working model after training Be part of a supportive, inclusive team culture

Salary:

26,208 rising to 27,979 from April 2026

Hours:

40 a week, 5 over 7 days

Location:

77 Dunn Street Glasgow. Role is office based until probation is passed at which point the role then moves to hybrid working.

Interview:

Will be an assessment centre that will take place on Thursday 22nd of January from 2:00pm - 4:00pm.

Please note that we are unable to offer sponsorship for this position. All applicants must have the right to work in the UK at the time of application

Basics you can expect:

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33 days (Inclusive of Bank Holidays) + 1 day after 2 years of service, up to 5 extra days

Extra day off for your birthday

Company share scheme

Bupa Private Healthcare

Income Protection

Cycle to Work Scheme

My Gym Discounts

Enhanced Company pension scheme

Quarterly Team Training and Social Budget

Enhanced Maternity and Paternity Leave

Rewarding bonus incentive scheme

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24/7 helpline for physical and mental health support, counselling, and other wellbeing resources.

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Love2Shop Discount

Hybrid working

Office extras:

Fresh fruit

A free coffee machine

The Simple Online Healthcare Promise:

Founded in 2015, we started off as a small pharmacy with big dreams. Today, we are trusted by over 3000 patients per day, making sure they receive their medication safely and on time. We're always on the lookout for talent. If you're passionate about helping make lives easier, we'd love to hear from you.


Join us on our journey to create affordable health solutions. Apply today to be part of a team that values growth, collaboration, and the simplification of healthcare. Your journey towards creating impactful experiences in the healthcare industry starts here.


Ready to make a difference? Apply now!

Simple Online Healthcare is proud to be an Equal Opportunity Employer.