Senior Patient Support Advisor

Job Title: Senior Patient Support Advisor | Location: Southampton (Hybrid)

Salary: £31,000 + Discretionary Bonus

Hours: Full-time – 2-week rota

• Shift Pattern: 8:00am – 4:30pm and 9:00am – 5:30pm

• Saturdays: One in three Saturdays, 8:00am – 4:00pm

Benefits

• Competitive salary of £31,000

• Pension Scheme

• 25 days annual leave (plus bank holidays)

• Generous bonus scheme

• Staff discounts on products and services

• Flexible working hours – tell us what hours work for you (minimum 15 hours per week)

• Hybrid working – ability to work from home part of the week

About the Role

We currently have an exciting opportunity to join our rapidly expanding Patient Support Team in our Call Centre based in Southampton.
As a Senior Patient Support Advisor, you will be the first line of contact for our patients’ optical and hearing enquiries. You will handle communications through inbound calls, web chat, and email, delivering excellent service and ensuring every patient receives the care and attention they deserve.

Key Responsibilities

• To make and receive calls to patients as required for Leightons Opticians & Hearing Care and The Hearing Care Partnership (70% of job role)

• To assist with administrative duties such as returned mail and ensure customer records are updated accordingly

• To support the marketing team on campaigns by calling existing customers with offers

• To offer the full range of appointments and services to Contact Lens, Spectacle, and Hearing Care customers

• To make customer follow-up calls after purchases and non-purchase customer calls

• To assist the business with ad-hoc campaigns and projects

• To support and mentor new and existing colleagues through training and coaching

• To contribute to the efficiency of the Call Centre software by managing call routing and call handling

• To assist with coaching the team in achieving its targets

• To act as a role model and provide support to the department management team

• To offer occasional support in team meetings

• To be the first point of escalation for dealing with Customer Concerns and Complaints and ensure that these are swiftly dealt with in accordance with the business Complaints procedures

• To proactively monitor calls of colleagues on a monthly basis and produce reports for the wider management team on performance, issues and training needs.

Why Join Leightons Opticians & Hearing Care?

With over 90 years of family heritage, Leightons is built on a foundation of care, trust, and personal service. We foster a close-knit, supportive environment where every team member is valued. Our shared goal is to achieve 100% customer satisfaction through an individual approach to every patient.

You’ll be joining a company that invests in your growth, encourages development, and promotes a friendly, inclusive workplace culture.

Requirements

To be successful in this role, you will need:

• An excellent telephone manner and the ability to engage confidently with a wide range of customers

• Strong written, numerical, and oral communication skills for handling web chats, calls and emails

• Previous customer service experience within an office or call centre environment

• Ability to work effectively in a fast-paced, high-volume setting

• Confidence using IT systems and multitasking across communication platforms

• Ability to travel regularly to the Southampton office (hybrid role)

• Experience in training and coaching colleagues

• Knowledge of relevant computer applications and call routing software

• Product knowledge relevant to the role

Equality & Inclusion

Leightons Opticians & Hearing Care is committed to promoting equal opportunities and fostering a workplace where diversity and inclusion are valued. We provide a working environment free from discrimination and ensure all employees and applicants are treated with dignity and respect, regardless of age, disability, gender, race, religion, sexual orientation, or any other protected characteristic.

Note: Applicants who have been unsuccessful in the past 12 months should not reapply for the same role.