The Company
S-Med Ltd is a provider of sleep and respiratory diagnostic and therapy services, supporting both NHS departments and private patients nationwide. The company combines advanced digital technology with a patient-centred approach, offering flexible diagnostic, treatment and equipment management solutions tailored to individual needs. From remote data analysis and monitoring to end-to-end therapy support, S-Med helps streamline care pathways, reduce diagnostic backlogs, and improve patient outcomes. With a focus on accessibility, accuracy and convenience, S-Med empowers patients to take control of their sleep health through innovative, technology-enabled services delivered wherever they are.
The Role
We are looking for a Customer Service Specialist to join our team in a varied role supporting both our new e-commerce platform and our sleep diagnostics service. The successful candidate will be a key point of contact for customers and patients, helping with online orders, product enquiries, account support and general customer service queries.
The sleep diagnostics element of the role will involve preparing and sending equipment out to patients, downloading study data when equipment is returned, and helping to maintain equipment so it is ready for use. You will also make calls to patients to book their sleep study, explain what they need to do, and provide clear, reassuring guidance so they feel confident using the equipment at home.
Key Responsibilities
The e-commerce duties will include
· Responding to customer enquiries relating to the e-commerce platform by phone and email, providing helpful, accurate and timely support.
· Supporting customers with returns, exchanges, refunds and delivery queries in line with company procedures.
· Helping to keep product information, pricing and availability accurate on the e-commerce platform, escalating updates where required.
· Identifying common customer questions or issues and sharing feedback to help improve the online customer experience.
· Working closely with internal teams to resolve customer queries and ensure a smooth online purchasing journey.
· Maintaining high standards of customer service, professionalism and attention to detail across all e-commerce interactions.
The sleep diagnostic duties will include
· Contacting patients to arrange and book home sleep studies at a suitable time.
· Explaining the sleep study process clearly to patients and talking them through how to use the equipment at home.
· Preparing sleep diagnostic equipment for patient use, ensuring all required items are included and ready to send.
· Packaging and sending equipment out to patients in line with company processes and service requirements.
· Monitoring equipment returns and following up where required to support smooth turnaround of studies.
· Downloading sleep study data from returned equipment accurately and promptly for review by the appropriate clinical team.
· Cleaning, checking and maintaining equipment between uses so it remains safe, complete and ready for the next patient.
· Keeping accurate records of bookings, equipment dispatches, returns, downloads and patient communications.
· Escalating any equipment issues, failed studies or patient concerns to the appropriate team member.
· Providing a professional, calm and reassuring service to patients throughout the sleep study process.
Essential Skills and Experience
Essential
· GCSEs in English, Mathematics and Science (or equivalent)
· Digitally literate, with confidence using Microsoft Office and web-based systems.
· Excellent telephone manner, with confidence handling inbound and outbound customer calls professionally
· Experience in a Customer Services environment
· High level of accuracy and attention to detail
· Ability to work both independently and as part of a team
· Calm, professional approach when handling complaints and challenging situations.
· Ability to work in a fast-paced environment and adapt to changing priorities
Desirable
· Experience of working in an e-commerce or online retail business
· Knowledge of Shopify platform
· Digital marketing skills
Job Type: Full-time
Pay: £25,000.00 per year
Benefits:
- Company events
- Company pension
- On-site parking
Work Location: In person
