Working hours: You will work 37.5 hours per week, with the first 8 weeks of training running Monday to Friday from 8:30am to 5:00pm, and after training you will work Monday to Friday between 8:00am and 8:00pm on a 4-week rotating shift pattern with one Saturday in every four from 8:30am to 1:00pm., As part of the recruitment process, candidates will be invited to attend an assessment centre at Thorpe Park on one of the following dates:

Tuesday, 12th May 2026 at 9:00 am
Thursday, 14th May at 1:00 pm
Supporting patients by providing clear, accurate information across calls, email and live chat
Taking ownership of patient issues and ensuring they are resolved fully and accurately
Handling patient complaints professionally and working towards a fair and timely resolution
Working closely with internal teams such as Surgery, Dispensing, Dispatch and Pharmacy to resolve queries
Managing and updating patient account information using internal systems (CDB), Excel and Outlook
Managing high volumes of live chat, calls and emails while maintaining fast, accurate typing and high-quality responses
Using problem-solving and critical thinking to identify solutions and improve patient experience
Contributing to a positive, friendly and supportive team environment

Experience working in a contact centre environment
Strong background handling high volumes of calls, emails and live chat enquiries
Proven experience in complaint handling and resolution
Excellent verbal and written communication skills with strong attention to detail
Confident using multiple systems and comfortable learning new technical tools
Strong empathy, emotional intelligence and the ability to de-escalate challenging situations
Effective time-management, organisation and resilience in a fast-paced environment
A proactive, solutions-focused approach with the ability to work collaboratively across teams

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