Customer Support Advisor Zava

London, UK 11-10-2023

About ZAVA:

We're on a mission to provide our patients with healthcare that is accessible and dependable at a fraction of today's cost. 

Our team of Doctors, Engineers, Customer Support Advisors, Marketers, Product Managers, UX Designers, Pharmacists, and Commercial & Operations Specialists work collaboratively, to develop and maintain a digital healthcare platform that provides our patients with healthcare that suits their needs & schedules.

The pandemic changed our lives, requiring us to find flexible, remote and innovative healthcare solutions to meet our needs during challenging and changeable periods. Many of our patients turned to telemedicine as a convenient solution to getting their healthcare online from the comfort of their homes. And through delivering a safe and efficient digital healthcare service, we've provided over 8 million consultations across the UK, Germany, France, and Ireland, enabling millions of people with essential access to healthcare when they needed it most. 

It's our motivation to continue fulfilling their needs and to expand further to meet the needs of others, ensuring we're always there with the latest tech, treatments and advice. Because we're doing more than providing healthcare, we're enabling & empowering people by making healthcare work for them. 

We’re here because we care about healthcare and we plan to be the largest digital primary healthcare platform for people across Europe.

About the role:

We are looking for a Customer Support Advisor to be the face of ZAVA, acting as the first point of contact for many of our patients.

Contributing to the continued growth and success of our current customer support team, you will have a passion for people, going above and beyond the call of duty to provide each patient with a WOW experience.

To be successful in the role, you need to be an excellent communicator who is able to quickly develop a rapport with those that you are speaking to, making patients comfortable enough to openly speak to you. 

Shift Pattern: Tuesday to Saturday - 40 hours per week, 9 hours a day between the hours of 8.00am and 7.00pm inclusive with one hour unpaid break per day (shift you work on will depend on the team's requirements

What can you expect from working with us? / What's in it for you?

  • Patient-focused mentality - Care is our fundamental deep-down motivation. We’re an organisation full of smart people who care - about patients, about each other and about doing the right thing. And because of this, we receive great patient reviews 
  • A supportive, collaborative environment - We’re a Healthcare organisation that puts patients and patient safety first. We care deeply about the work we do and about each other, offering help and sharing guidance and knowledge whenever we can. 
  • Company wide benefits - As well as socials and flexible remote working, please see a full list of our benefits below.

Day-to-day the work will encompass:

  • Providing Customer Support to our patients: Taking calls from customers with personal health care problems, responding to messages and telephone enquiries about our services or orders they have placed. Contribute to consistently achieving above 95% service level.
  • Complaint management: Ensure complaints/incidents are recorded in the appropriate manner and escalated accordingly.
  • Stakeholder management: Help facilitate communication between ZAVA, its patients and pharmacies. Provide assistance and support to the ZAVA team of Doctors as well as the Pharmacy team. 
  • Working as part of a close-knit team: Work with other parts of the teams on Customer Support requirements to ensure our customers are supported effectively, by helping CSA’s across the other teams as well as their own.
  • Personal and team development: Maintain a continual review of personal performance, seeking to improve effectiveness both individually, as a member of the Customer Support team and as a member of the wider ZAVA team.
  • Additional duties: Adhere to regulatory requirements in relation to ZAVA’s ongoing compliance with CQC (Care Quality Commision). You may be required to help out at ZAVA's front Reception desk.

Experience and Qualifications:

  • Interested in helping and working with customers and able to respond sympathetically to their needs
  • A great communicator both verbally and written, with good decision making skills, remaining calm under pressure
  • An ability to work in a confidential and professional manner when dealing with sensitive patient information and  customer queries at all times
  • Proven IT skills

Added bonus if you have experience in:

  • Previous experience in a customer support role, medical or pharmacy setting 
  • Product and service knowledge in healthcare
  • Being able to speak more than one language in particular German or French

Your application journey will be:

  • Introductory call with Talent Team (15 mins)
  • Panel interview (1 hour)
  • Final call with Head of Patient & Partner Operations (15mins)

Benefits from the day you join:

  • 25 days holiday + bank holidays + Birthday day off
  • Healthcare cash back plan through SimplyHealth 
  • Access to SimplyHealth advice, counselling and corporate discounts
  • Membership to Headspace (mindfulness application)
  • Remote flexible working
  • Macbook Pro
  • Modern office with breakfast, hot drinks, bike storage and shower facilities
  • Dog friendly office

Additional benefits following probation period:

  • £500 training budget per year (after 3 months) 
  • Company sabbatical after 2 years
  • Opportunity to work from overseas for 2 months each year
  • Enrolled on discretionary company bonus scheme

Core working hours

40 hours per week, 9 hours a day between the hours of 8.00am and 7.00pm inclusive with one hour unpaid break per day (shift you work on will depend on the team's requirements), with an occasional weekend day and bank holiday agreed in advance.

Diversity is everywhere and it makes the world a more interesting place. At ZAVA we encourage diversity, welcome difference and celebrate new ideas. Everyone is welcome to apply to ZAVA, regardless of origin, creed, disability, age, nationality, marital status, partnership status, sexual orientation, gender or other legally protected reasons. Additionally, research shows that generally, men are happy to apply for positions where they fit 60% of the requirements or higher, whereas women and underrepresented groups often will not apply unless they fit the requirements almost entirely. If you think you’d be great in this role, even if you don’t match all the requirements we have listed, we’d still love to hear from you! 

Please note: certain positions will be subject to a satisfactory DBS check.


Applications are now closed