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Customer Support Specialist, Customer Care Team - Boots Online Doctor
Location: Angel, Islington (Hybrid)
Contract: Permanent
Working Hours – shift patterns between 08:00-18:00, including some weekends (we support our customers seven days a week. Shift patterns will be provided at least two weeks in advance)
Recruitment Partner: Frankie McCallister-Lyas
Customer Care Specialist, Boots Online Doctor
https://onlinedoctor.boots.com/
About the role:
This role sits within our Boots Online Doctor Customer Care team, where you’ll answer queries from our customers who use our Online Doctor service, via telephone, email or chat.
We’re looking for someone who is a true customer service professional, who thrives in a fast-paced environment, collaborates well within a team and takes real pride in their work. You’ll be happy to work towards targets, and you’ll rewarded with a performance bonus for delivering outstanding patient experiences.
Our Support Team sit at the core of Boots Online Doctor. It’s the place our Online Doctor customers turn to for advice, to share feedback and to feel genuinely listened to. We also work closely with our store pharmacies to ensure every customer has a seamless, straightforward experience and feels confident they’re receiving the highest standard of care.
Key Responsibilities:
On a day-to-day basis, you will deliver a high-level customer experience, ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding.
You'll have the ability to work autonomously, exercising excellent judgement, whilst answering customer queries via telephone, email or chat quickly and enthusiastically, with a high level of care.
Our team are curious problem solvers and good listeners that are comfortable using a variety of technologies to resolve customer questions.
What experience you’ll need to have:
- Solid experience within customer support or call centre support, working towards targets and KPI’s
- Strong written and verbal communication skills
- Be proactive, self-accountable, assertive, and self-motivated with the ability to perform within tight time constraints, address the root causes of issues, take the appropriate corrective actions, and develop/improve on current processes
- Understand key areas to increase customer satisfaction, both in terms of quality and on-time delivery
- Ability to make clear suggestions for further investigative steps
It would be great if you also have:
• NHS / Healthcare experience
A bit about us:
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Rewards designed for you:
• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only)
What’s next:
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you’ll be notified by email.
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
We hope to hear from you soon.
Be brilliant with Boots.
Contract: Permanent
Working Hours – shift patterns between 08:00-18:00, including some weekends (we support our customers seven days a week. Shift patterns will be provided at least two weeks in advance)
Recruitment Partner: Frankie McCallister-Lyas
Customer Care Specialist, Boots Online Doctor
https://onlinedoctor.boots.com/
About the role:
This role sits within our Boots Online Doctor Customer Care team, where you’ll answer queries from our customers who use our Online Doctor service, via telephone, email or chat.
We’re looking for someone who is a true customer service professional, who thrives in a fast-paced environment, collaborates well within a team and takes real pride in their work. You’ll be happy to work towards targets, and you’ll rewarded with a performance bonus for delivering outstanding patient experiences.
Our Support Team sit at the core of Boots Online Doctor. It’s the place our Online Doctor customers turn to for advice, to share feedback and to feel genuinely listened to. We also work closely with our store pharmacies to ensure every customer has a seamless, straightforward experience and feels confident they’re receiving the highest standard of care.
Key Responsibilities:
On a day-to-day basis, you will deliver a high-level customer experience, ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding.
You'll have the ability to work autonomously, exercising excellent judgement, whilst answering customer queries via telephone, email or chat quickly and enthusiastically, with a high level of care.
Our team are curious problem solvers and good listeners that are comfortable using a variety of technologies to resolve customer questions.
What experience you’ll need to have:
- Solid experience within customer support or call centre support, working towards targets and KPI’s
- Strong written and verbal communication skills
- Be proactive, self-accountable, assertive, and self-motivated with the ability to perform within tight time constraints, address the root causes of issues, take the appropriate corrective actions, and develop/improve on current processes
- Understand key areas to increase customer satisfaction, both in terms of quality and on-time delivery
- Ability to make clear suggestions for further investigative steps
It would be great if you also have:
• NHS / Healthcare experience
A bit about us:
At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.
Rewards designed for you:
• Boots Retirement Savings Plan
• Discretionary annual bonus
• Generous employee discounts
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and much more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
There's lots more in our benefits and discounts, MyBoosts - there to give you that little lift in your everyday. Find out more at boots.jobs/rewards. Exclusions may apply (eligible roles only)
What’s next:
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you’ll be notified by email.
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
This role requires the successful candidate to complete a Pre-employment check after receiving an offer. Depending on your location you will be asked to submit either a DBS (Disclosure & Barring Service), PVG (Protection of Vulnerable groups) or an Access NI Check.
We hope to hear from you soon.
Be brilliant with Boots.
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