ABOUT US

The Family Chemist is a fast-growing UK-based online pharmacy dedicated to providing convenient, safe, and affordable healthcare solutions to patients across the country. We pride ourselves on our efficient service, friendly team, and commitment to putting patients first.
As our customer base continues to grow, we are looking for reliable, friendly, and tech-savvy individuals to join our Nottingham-based support team. This role plays a vital part in ensuring our patients have a smooth experience from placing an order to receiving their medication.

ABOUT THE ROLE

This is a fully office-based position, located at our premises in Nottingham NG7. Remote work is not available for this role.
You will be working in a non-face-to-face customer service environment. All patient interactions are handled via phone and email only. You will not be serving customers in person.
As a Customer Support Representative, you will be the first point of contact for our patients, providing support, answering queries, and resolving issues in a timely and professional manner. You will also provide general administrative support across the wider pharmacy team.
This is a great opportunity for someone with solid customer service experience who enjoys working in a fast-paced, digital-first healthcare environment.

KEY RESPONSIBILITIES

• Respond to patient queries via email and telephone, ensuring clear, professional, and timely communication
• Provide accurate information relating to prescriptions, medication, delivery times, and order status
• Work closely with our pharmacy, dispensing, and logistics teams to ensure smooth patient journeys
• Resolve customer concerns and complaints with empathy and professionalism, following GPhC guidelines
• Escalate complex queries when necessary, ensuring appropriate handovers to the relevant team
• Identify recurring issues and provide feedback to management to support continuous improvement
• Perform general clerical and administrative tasks to support wider pharmacy operations