Customer Care Advisor

Job Overview

We’re looking for experienced Customer Service Advisors to deliver excellent customer service to our new and existing patients. In this role, you’ll handle enquiries via live chat, email and telephone, supporting patients with questions about medications, deliveries, services and online accounts, while liaising closely with GP surgeries and pharmacies to ensure a seamless experience.

These are full‑time permanent positions (40 hours per week), working on a hybrid basis with one day per week currently required in our Glasgow City Centre office. You’ll work day shifts during the week, with weekend work included as part of your rota, and we’ll provide comprehensive training to give you full confidence in our processes and systems from day one.

• Act as first point of contact for all new and existing patients
• Answer customer queries by email, phone and live chat
• Refer clinical and non‑clinical issues or queries to the pharmacy teams via various platforms
• Provide a friendly, expert service
• Acknowledge patient concerns and work to resolve complaints effectively
• Liaise with patients for medication requests
• Communicate with surgeries and pharmacies
• Process patient nominations and access medical history
• Enter data on PMR and internal systems

• Experience working in a similar hybrid online customer service role
• Pharmacy or NHS experience is desirable but not essential
• Excellent telephone manner and professional, considerate attitude
• Strong listening and problem‑solving skills
• Computer literacy and high attention to detail
• Comfortable with technology and using various bespoke systems
• Organised, logical approach and ability to work effectively from both home and office environments
• Ability to work day shifts during the week and on Saturdays and Sundays
• Team player eager to learn

• Salary between £26,208 and £28,000 depending on experience
• Opportunity to join a high‑growth online pharmacy
• Regular collaboration with other teams to shape and enhance our services
• Company bonus scheme – up to 10% depending on performance
• 33 days annual leave, including bank holidays
• Additional day of annual leave for each complete year of service, up to 5 extra days
• One day off for your birthday
• Pension scheme – 5% employer contribution
• Private medical insurance via Vitality
• Duvet days to rest and reset
• 8 free professional counselling sessions to support mental health
• Bereavement leave policy covering family, friends, pets and miscarriage
• Enhanced maternity, paternity and adoption pay after one year of service
• Fertility leave
• Charity day to support a cause important to you
• Dependant leave
• Pawternity leave
• 20% staff discount on Phlo Clinic products
• Perkbox membership
• £500 employee referral scheme
• Hybrid working, casual dress code and a great culture

We’re headquartered in the Onyx building on Bothwell St in Glasgow City Centre and have a hybrid working model to support a blend of in‑person and remote working.

At Phlo, we’re redefining modern healthcare – combining innovation, compassion and technology and putting patients at the heart of everything we do. Our mission is to help people across the UK take control of their health by making access to care simpler, faster and more personal. We’re a team of professionals who share the same values – collaboration, curiosity and a genuine drive to make a difference.

It’s that shared purpose that makes Phlo a rewarding place to work and one where great ideas turn into meaningful impact.

For more information about Phlo’s services please visit ,  or check out our socials and Trustpilot reviews.

To deliver great service to Phlo’s patients we’re building a company that’s reflective of their diversity. We’re an inclusive workplace that promotes and values difference, where everyone from any background can do their best work and be proud to belong.

Please note that eligibility criteria for benefits applies.

Interested? Apply now.

Closing date for applications is 09.03.26. Please note that the advert may close early, depending on application volume.