Customer Service Advisor, Online Pharmacy (In House, Manchester M30)
Pay: £30,000 per annum
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 about 1-2 months
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
- Call customers who need to book reviews or have had payments fail to make sure they get their medicine on time.
- Share feedback with the team to help improve service quality and reduce repeat queries
What we’re looking for
- Minimum 3 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: £30,000.00 per year
Experience:
- Telephone Customer Service: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
