Are you a caring, detail‑driven team player who loves helping people and doing the right thing? Join Vyne Healthcare, part of Optimum Medical, and make a genuine difference to patients, care homes and healthcare professionals across the UK.
About the Role
As a Customer Care Advisor, you’ll be the compassionate, reliable point of contact for customers using our NHS dispensing service. Dealing with a wide range of inbound calls, emails and online enquiries, you’ll be responsible for ensuring every customer receives accurate information, excellent service and the support they need throughout their prescription journey.
You’ll build trusted relationships with patients, care assistants, care homes and healthcare professionals - acting as their advocate, solving problems with empathy, and ensuring they receive the products and information they need.
This role is based at our Leeds City Centre HQ (shortly due to relocate to the Stourton area on the outskirts of Leeds) , working 4 days per week in the office and 1 day from home. The starting salary is £26,750, with a clear progression pathway through our Customer Care career framework.
What You’ll Be Doing
- Manage NHS prescriptions on behalf of customers
- Process orders accurately across phone, email and online platforms
- Support new referrals and clearly explain how our service works
- Maintain precise, up‑to‑date customer records
- Provide product information and guidance, championing Optimum Medical brands
- Contact customers about order updates, delays or repeat requirements
- Refer customers to healthcare professionals, including our Vyne nursing team, when needed
- Welcome new customers and ensure they feel supported from day one
- Chase outstanding prescriptions to maintain continuity of care
- Handle complaints with empathy and a focus on doing the right thing
- Support Vyne shop customers with queries, purchases and returns
- Contribute positively to team targets, meetings and training
What We’re Looking For
- Impeccable attention to detail and accuracy - you take pride in getting things right
- A caring, patient‑focused approach and a genuine desire to help people is essential in this role
- A strong team player who supports colleagues and contributes positively to the wider team
- Excellent written and verbal communication skills
- Ability to prioritise and multitask in a fast‑paced environment
- Confident using multiple systems
- A demonstrable passion for customer service and healthcare
- Prior experience in a telephone‑based customer care or service role would be advantageous but is not essential (healthcare experience is a bonus)
Why Optimum Medical?
We’re building the most people‑focused healthcare company in the industry. Our products - from healthcare lubricants to urology solutions - are used in every NHS hospital and in more than 60 countries worldwide. But what truly sets us apart is our culture.
We’re fast‑paced, supportive and obsessed with improvement. Our mantra, Constantly Create Better, guides everything we do. If you thrive in environments where people genuinely care, teamwork matters and doing the right thing is celebrated, you’ll feel right at home.
What We Offer
☑ Full induction plan, ongoing training and regular performance reviews
☑ Competitive salary with bonus scheme
☑ 27 days holiday plus bank holidays, with the option to buy or sell up to 5 days
☑ 2 paid volunteer/charity days each year
☑ Health Cash Plan and 24/7 GP Anytime service
☑ Employee Assistance Programme and Mental Health First Aiders
☑ Life Assurance (3x salary) and pension plan
☑ A vibrant, values-led culture with regular social events
Our Values
At Optimum Medical we LISTEN, we CREATE, we MAKE IT HAPPEN, we CARE, and we HAVE FUN. If you’re passionate about making a difference and want to be part of a company that puts people first, we’d love to hear from you.
Optimum Medical is committed to equality of opportunity and freedom from discrimination. We encourage applications from all backgrounds and communities.
Please note: we do not accept applications via recruitment agencies.
Pay: £26,750.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Referral programme
Work authorisation:
- United Kingdom (required)
Work Location: In person
