About Everest Pharmacy
Everest Pharmacy is a fast-growing chain of community pharmacies across the North West, with a strong HQ presence in Manchester and an ambitious roadmap for digital expansion. Our mission is to make healthcare more accessible, responsive and modern for the communities we serve. As we scale both physically and digitally, we are building a world-class customer experience team to support our patients across every touchpoint.
Role Overview
We are looking for a Digital Customer Service Executive who will become the front of house for Everest Pharmacy’s digital and centralised operations. You will be the first point of contact across all communication channels, ensuring patients receive fast, friendly and effective support. This is a hybrid role where you will work from our Manchester HQ three days per week and remotely for the remaining days.
You will handle queries across Everest Pharmacy and our sister brand Everslim, using a range of digital tools to respond, triage and support patients in their healthcare journeys. If you are someone who lives and breathes customer service and thrives in a fast-paced digital healthcare environment, we would love to hear from you.
Key Responsibilities
Customer Communications
● Manage our centralised phone lines and provide clear, professional support to all callers
● Handle live chat conversations on our websites and digital systems
● Respond to incoming emails efficiently and accurately
● Manage patient enquiries through social media messaging platforms
● Assist users and patients from the Everslim website, ensuring an excellent standard of care
Patient Support and Booking
● Triage patient enquiries to the correct internal teams or pharmacy branches
● Book appointments, services and consultations through our digital booking tools
● Support patients with information about services, prescriptions, and online ordering
● Ensure every interaction reflects Everest Pharmacy’s high service standards
● Drive an increase in conversions from traffic generated
Digital and CRM Management
● Use CRM systems daily to log enquiries, update patient records and track communication
● Follow structured workflows to ensure smooth handovers to pharmacists and branch teams
● Support the wider digital team with small administrative tasks linked to online systems
● Work with WordPress-based websites to check updates, pull information or support content changes where needed
Requirements
Experience
● Three to four years of experience in a customer service role, ideally within a healthcare, pharmacy or digital environment
● Proven experience using CRM tools in a busy operational setting
● Comfortable working across phone, email, live chat and social media communications
● Experience with WordPress or similar website platforms is preferred
● Background in a pharmacy, healthcare or digital business would be beneficial but not essential
Skills and Personal Qualities
● Passionate about delivering exceptional customer service
● Friendly, warm and confident with patients
● Strong written and verbal communication skills
● Excellent organisation and attention to detail
● Ability to work within defined processes and follow SOPs
● Quick learner with strong digital competency
● Able to work calmly under pressure in a growing business
Job Type: Full-time
Pay: £25,000.00-£30,000.00 per year
Benefits:
Work Location: Hybrid remote in Trafford Park M17 1HW
