We are looking for an experienced, confident and professional Pharmacy Counter & Retail Advisor to join our busy community pharmacy team in Norwich.
We provide a wide range of NHS and private pharmacy services, and we are looking for someone who enjoys speaking with patients and customers, has strong customer service skills, and is interested in OTC medicines, healthcare products, pharmacy services and retail sales.
We want someone who can help improve the customer experience, create a warm and community-focused pharmacy environment, support safe OTC sales, promote NHS/private pharmacy services, and help improve retail and service performance.
The successful candidate should be approachable, observant, commercially aware and confident starting natural conversations with patients and customers. We are looking for someone who can quickly build knowledge of our products and services, recognise regular patients, build rapport and help make the pharmacy feel friendly, professional and welcoming.
Main duties will include:
- Greeting and assisting patients and customers at the front counter in a friendly, professional and approachable manner
- Being visible, approachable and alert on the shop floor, helping customers and maintaining awareness of customer behaviour and safety/security concerns
- Advising customers on suitable OTC medicines, healthcare products and linked sales within training and competence
- Supporting safe OTC sales and referring to the pharmacist when required
- Promoting NHS and private pharmacy services, including blood pressure checks, Pharmacy First, vaccinations and earwax services
- Helping convert suitable patient enquiries into pharmacy service bookings
- Building good relationships with regular patients and customers while respecting confidentiality
- Responding calmly and compassionately to upset, distressed, vulnerable or difficult customers
- Taking responsibility for retail displays, merchandising, pricing, stock rotation, expiry-date checks and seasonal promotions
- Helping improve OTC sales, general merchandise sales, service uptake and the overall customer experience
The ideal candidate will have:
- Previous pharmacy counter, healthcare retail customer service experience
- Good knowledge of OTC medicines and healthcare products, or a strong willingness to learn
- Confidence recommending suitable products and services to customers
- Excellent communication skills and a warm, approachable manner
- A natural ability to speak with customers and build rapport
- Good memory and ability to learn regular patients, products, services and pharmacy processes
- Commercial awareness and interest in improving sales and service figures
- Genuine interest in retail displays, seasonal promotions and shop presentation
- Confidence dealing with different types of patients and customers
- A calm approach to complaints or difficult conversations
- Good judgement and willingness to ask the pharmacist when needed
- Interest in healthcare, OTC products, general merchandise and pharmacy services
- Good organisation and attention to detail
- Reliability, punctuality and willingness to learn
- Ability to work at pace in a busy community pharmacy without losing the personal touch
Previous pharmacy counter experience is strongly preferred, but we will also consider strong customer-facing candidates from healthcare retail, beauty/skincare, optical or service backgrounds who have the right communication skills, product-advice ability and commercial attitude.
For the right candidate, there may be an opportunity to receive further training and support to help deliver suitable pharmacy services.
This role will include a probation period with regular reviews. During this time, we will assess communication, patient care, product knowledge, OTC safety, service promotion, retail standards, sales awareness, teamwork, reliability and overall fit with the pharmacy team.
Pay: £13.00–£15.00 per hour depending on experience.
Hours: Full-time, including Saturday rota.
To apply, please send your CV and a short message explaining why your experience makes you suitable for this role.
Benefits:
- Free flu jabs
- Store discount
Application question(s):
- Please describe your most relevant pharmacy, healthcare retail or customer service experience.
- Tell us about a time you recommended a product or service to a customer.
- Are you confident speaking to regular customers and building rapport?
- Are you available to work full-time, including Saturday rota?
- Why do you think you are suitable for this specific role?
Experience:
- Customer-facing: 5 years (required)
Work Location: In person
