We are looking for a Customer Support Advisor to join our ever growing team at Zava

Zava is a fast-growing healthcare startup building one of the leading, award-winning online doctor services across Europe. We are looking to change the way healthcare is delivered, using technology to empower patients. Zava makes it easy for patients to communicate with doctors, manage their health and order prescription medication online.

Please note that you will be working a 20 hour week spread over Mon - Fri while working one Saturday every 4-6 weeks.

Job purpose - to provide excellent customer support to customers and potential customers, ensuring adherence to administrative service levels in line with Zava’s operational plan, OKR’s, strategy, mission, vision and brand.

Contributes to the day to day administrative duties of the Customer Support Team

Job scope

• Customer Support administration: develops and maintains appropriate processes to ensure that Zava adheres to its service levels agreements established with partners
• Communication: develops and maintains the highest standards of customer support in all areas of responsibility. Maintains and develops an effective team dynamic with the customer support team and the wider Zava team
• Regulatory compliance: adheres to regulatory criteria set by Care Quality Commission (CQC)Core duties and responsibilities

Customer Support Administration

• Book appointments for customers to attend health clinics run by our partners
• Handle customer queries and complaints in a timely and sensitive and empathetic way
• Provide assistance and support to the wider CS team, and Zava team of doctors
• Contribute to consistently achieving above 90% service level
• Ensure complaints/incidents are recorded in the appropriate manner and escalated accordingly
• Work with other parts of the teams on Customer Support requirements to ensure our customers are supported effectively
• Work with other departments across the wider company to ensure that designers/developers are aware of the challenges that people face when using our service

Communication

• Develops and maintains positive and responsive relationships with customers, potential customers and partners of Zava
• Maintains 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

Regulatory Compliance

• Adheres to regulatory requirements in relation to Zava’s ongoing compliance with CQC (Care Quality Commission)

Skills and Abilities

• An ability to work in a confidential and professional manner when dealing with sensitive patient information and customer queries
• Excellent verbal and written communication skills
• Diligent, a strong eye for detail, and good at maintaining accurate records
• An ability to work accurately and to deadlines
• An ability to organise and prioritise work
• An ability to be flexible and able to multi-task throughout the working day
• A great communicator with good decision-making skills
• Interested in helping and working with customers and able to respond sympathetically to their needs
• An ability to use own initiative
• Calm under pressure
• Proven IT skills
• An ability to maintain discretion and confidentiality at all times
• Previous experience in a customer support role, medical or pharmacy setting would be an advantage

Please note that you will be working a 20 hour week spread over Mon - Fri while working one Saturday every 4-6 weeks.

Job descriptions are issued as a guideline to assist you in your duties, it is not exhaustive and we would be pleased to discuss any constructive comments you may have. Because of the evolving nature and changing demands of our business this job description may be subject to change. You may, on occasions, be required to undertake additional or other duties within the context of this job description, and according to the needs of the business.

ZAVA. TAKING CARE OF OUR PEOPLE

From doctors and developers, marketers and engineers, through to administrators and customer service specialists, at Zava we’re looking to grow our community of passionate professionals.

In return, we can offer you a range of unique benefits designed to help you learn, develop and fulfil your potential.

You’ll work with some of the smartest minds in the industry, and if you have a bright idea, we’ll all work with you to make it happen.

We also offer you access to private healthcare, childcare vouchers and a competitive salary, with share options in Zava and company-wide bonuses.

And you’ll get to work in a fun, collaborative environment, with a casual dress code, flexible working, and an open plan office set in a hub for culture and entertainment.

Oh, and did we mention, there’s free fruit and coffee on tap?

If you’re bright, entrepreneurial and want to make a real difference to the world’s health, we’d love to hear from you.

Please note that due to high volume of applications we are currently receiving, were sorry, but we will not be able to reply personally to every applicant. If you do not hear from us within 3 weeks of the date of your application, you have not been successful.