Customer Support Specialist - England - ZAVA

Description

Location: We are a remote‑first company; therefore, this role is primarily remote, offering the flexibility to work from home. However, you may need to attend the office at least once a week, with occasional additional in‑office training days as needed.

Hours: 40 hours/week, 9 hours/day (1‑hour break), shifts between 8:00 am – 7:00 pm. 5 days a week (may include occasional weekends & bank holidays, shifts are open to discuss).

About ZAVA: At ZAVA, we're committed to providing accessible, reliable healthcare at a fraction of today's cost. Our digital healthcare platform offers patients a convenient way to access healthcare remotely, helping millions across the UK, Germany, France, and Ireland, and now expanding across Europe. We're a passionate team of doctors, engineers, customer support advisors, marketers, and more, all working together to shape the future of healthcare.

Role Overview

The digital healthcare market is a very exciting and competitive space that has seen considerable growth over the last few years. We are looking for a Patient Care Advisor with fluent German & English language skills, written and verbal. 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.

Key Responsibilities

• Patient Support: Handle written and verbal communications, addressing patient inquiries promptly.
• Medical Administration: Assist the clinical team with communication between healthcare professionals and manage administrative tasks.
• Complaint Management: Log and elevate complaints or incidents as necessary.
• Stakeholder Communication: Facilitate communication between ZAVA, patients, labs, and partner pharmacies.
• Team Collaboration: Work closely with the Patient Care Team and other departments to deliver top‑tier patient support.
• Compliance: Ensure adherence to regulatory requirements and ZAVA's Care Quality Commission compliance.

Key Skills & Experience

• Fluent in German and English, written & verbal.
• Call centre or customer support experience.
• Strong communication skills (written & verbal) and the ability to build rapport quickly.
• Ability to manage and prioritise multiple tasks in a fast‑paced environment.
• Excellent problem‑solving skills and attention to detail.
• Proficient with IT systems, including booking systems, email, Google Suite, and MacBook.
• Empathetic, with a genuine desire to help patients.
• Ability to remain calm under pressure and adapt to changing demands.
• Ability to work remotely and commute to the London office in Farringdon one day a week if required.

Nice to Have – Not Essential

• Experience in healthcare or digital healthcare.

Personal Attributes

• Humble: Open to feedback and supportive of others.
• Inquisitive: Willing to challenge the status quo and innovate.
• Resilient: Adaptable and solution‑oriented in the face of change.
• Collaborative: A team player who contributes positively to the working environment.

If you are passionate about making a real impact in healthcare and thrive in a dynamic, fast‑paced environment, we'd love to hear from you Apply today and help us shape the future of healthcare.

Benefits from the day you join

• 33 days per annum pro‑rata (inclusive of public and bank holidays) + birthday off
• Free access to Wellness Cloud, advice, counselling, and corporate discounts
• 20% off all ZAVA products & services for you and your friends and family
• Healthcare cash‑back plan through SimplyHealth
• Remote, hybrid, and flexible working
• Flexible bank holidays – take the ones that matter the most to you.

Additional benefits following the probation period

• £500 training budget per year
• Vitality Private Health Insurance + Vitality discounts inc headspace membership
• Company sabbatical after 2 years
• Opportunity to work from overseas for 2 months each year (role dependent)
• Cash vouchers after 3, 5, and 10 years of service

We are working hard to try and level the playing field wherever we can. We know from research that men are happy to apply for positions where they fit just 60% of the requirements, whereas women and underrepresented groups often will not apply unless they feel they are a super close match. If you don't think you meet all the requirements that you see above, we encourage you to apply and tell us what we can do to give you your best shot - if you want. Just so you know, certain positions will be subject to a satisfactory DBS check.

Seniority level: Associate. Employment type: Full‑time. Job function: Customer Service. Industries: Health and Human Services, Technology, Information and Media.