Customer Care Advisor

Ready to revolutionize healthcare, making it faster and more accessible than ever before?
How we started:
Back in 2013, our founder Dwayne D’Souza saw an opportunity to give people faster and more convenient access to medications using technology. We've grown rapidly since our inception, without any external funding whatsoever – achieving profitability through innovation and a highly disciplined approach to growth.
Where we are now:
We’ve earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists. Between 2023 and 2024 our global revenue tripled; £60m to £180m (300% year-on-year growth). We're looking to do the same in 2025; move into new territories, and further accelerate our growth journey. There’s never been a more exciting time to join HeliosX.
Where we’re going:
Over the next five years, you’ll support our goal to become a world-leading healthcare partner, deepening our customer relationships, expanding into new countries, and diversifying our product portfolio to treat more conditions. You’ll be part of helping more people access prescription treatments and, most importantly, making personalised care better, quicker and easier for everyone.
Come be a part of making our dream of easier and faster healthcare a reality!
About the Role
We are looking for organised and friendly people to join our Customer Care team. Our Customer Care Advisors are responsible for communicating with our patients either over the phone, live chats/messaging, on email, and over social media. You will work alongside our Responsible Pharmacists & Clinicians to ensure exceptional clinical care and customer care is consistently delivered, and that patient safety is never compromised. We expect our Customer Care Advisor to consistently deliver prompt service, resolve problems efficiently and demonstrate excellent attention to detail.
Excellent patient care and customer service are incredibly important to us; this is an opportunity to have a role with huge potential for impact.

What you’ll be doing:
Serve as the primary point of contact for new and existing customers
Assist customers via emails, phones, and live chats/messaging
Collaborative work with other departments such as clinical and pharmacy team
Ensure patient requests are handled in a timely manner
Collecting customer feedback to share with senior agents and team leads
Support with new hire training when needed
Market Support
This role will be supporting a new market, and as such will be involved in supporting UK patients until demand in Germany requires their full attention
Basic/Introductory training will be within the UK-Market with bespoke sessions taking place to understand the differences in serving a German marke
Shifts & Hours: This is a full time, fully remote role. Our operating hours are Monday-Sunday 0800-2200 with shifts starting at 0800/0900/1000/1200/1400.Shifts are scheduled on a rotation basis, providing coverage for the DE Market across these shifts. The shifts are 8 hours long with a 30-minute unpaid meal break therein
What you’ll bring to the role:
Minimum of 1 year experience in a customer service or call centre role
Experience handling multi channel contact support (Email, Chat, Phone)
Experience using cloud-based platforms Eg. Zendesk
Ability to multitask and prioritise responsibilities in a fast-paced environment.
Nice to have:
Pharmacy experience (online or retail)
Customer service experience in a medical / healthcare setting
Why work with us?
At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions!
Aside from working with our all-star team, here are the other benefits of coming on board:
Generous equity allocations with significant upside potential
25 Days Holiday (+ all the usual Bank Holidays)
Private health insurance, along with extra dental and eye care cover
Enhanced parental leave
Cycle-to-work Scheme
Electric Car 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 (alongside a free Kindle and audible subscription)
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