[Hiring] Customer Care Advisor @HeliosX

Role Description

We are looking for organised, proactive, and customer-focused individuals to join our Customer Care team. As a Customer Care Advisor, you will support patients across phone, email, live chat/messaging, and social media, working closely with Responsible Pharmacists and Clinicians to ensure high standards of customer care and patient safety. This role operates within a regulated healthcare environment, where accuracy, professionalism, and the ability to work independently are essential. It offers the opportunity to make a real impact on patient experience and care delivery.

What you’ll be doing:

• Act as the first point of contact for new and existing patients
• Provide timely, professional support across phone, email, and live chat/messaging
• Resolve customer queries efficiently, escalating appropriately when required
• Work collaboratively with clinical, pharmacy, and operational teams
• Take ownership of customer interactions from start to resolution
• Maintain accurate records of customer interactions in line with company processes
• Meet agreed service levels and quality standards
• Share customer feedback and insights with senior agents and team leads
• Support with training and onboarding activities when required

Market Support

• This role will initially support a new market, with involvement in supporting UK patients until demand in the German (DE) market requires full focus.
• Initial training will take place within the UK market
• Additional training will be provided to support the transition to the DE market

Shifts & Hours:

• Full-time, fully remote role
• Operating hours: Monday–Sunday, 08:00–22:00
• Shifts are scheduled on a rotational basis to ensure market coverage
• Shifts are 8 hours, including a 30-minute unpaid meal break
• This is a 12 month contract

Qualifications

• At least 1 year of experience in a customer service or contact-centre role, using fluent German
• Experience supporting customers across multiple channels (phone, email, chat)
• Able to work independently while contributing effectively as part of a team
• Strong attention to detail and a customer-first mindset
• Confident communicator with a calm and professional approach

Requirements

• Experience in a pharmacy, medical, or healthcare environment (nice to have)
• Familiarity with regulated or compliance-driven industries (nice to have)
• Comfortable using cloud-based customer support systems (e.g. Zendesk or similar) (nice to have)

Benefits

• 25 Days Holiday (+ all the usual Bank Holidays)
• Private health insurance, along with extra dental and eye care cover
• Pension scheme
• Free Dermatica and MedExpress products every month, as well as family discounts
• Home office allowance
• Access to a Headspace subscription, discounted gym memberships, and a learning and development budget