Senior Patient Support Advisor

Job Title: Senior Patient Support Advisor
Location: Contact Centre, Southampton
Reports to: Patient Support Contact Centre Manager

Hours: Full-time – 2-week rota

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

• Saturdays (Remote Working): Alternate Saturdays, 8:00am – 4:00pm

In addition to providing senior operational support within the Contact Centre, the post holder will contribute to service improvement initiatives, including the adoption of emerging technologies and AI-enabled solutions. They will support testing, feedback, training and continuous improvement activities to help the department adapt to changing customer and business needs.

· To make and receive calls to patients as required for Leightons Opticians & Hearing Care and The Hearing Care Partnership.

· To assist with administrative duties, including returned mail, ensuring customer records are updated accurately.

· To support marketing campaigns by contacting existing customers with relevant offers and service information.

· 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 outcomes.

· To assist the business with ad-hoc campaigns, projects and service improvement activity.

· To support and mentor new and existing colleagues through training, coaching and practical guidance.

· To contribute to the efficiency of Contact Centre software by supporting call routing, call handling and operational processes.

· To assist with coaching the team to achieve its targets and maintain high standards of customer service.

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

· To support team meetings and briefings when required.

· To be the first point of escalation for customer concerns and complaints, ensuring these are dealt with promptly and in line with business procedures.

· To proactively monitor colleague calls on a monthly basis and produce clear feedback or reports for the wider management team on performance, issues and training needs.

· To show confidence and curiosity in using digital tools, including emerging AI-enabled solutions, to support service improvement, efficiency and customer experience.

· Deal directly with customers via telephone, webchat and other approved contact channels.

· Book appointments for customers accurately and efficiently.

· Promote and offer the best services available to meet customer needs.

· Respond promptly and professionally to customer enquiries.

· Obtain and evaluate relevant information to handle product and service enquiries effectively.

· Provide accurate pricing and service information where required.

· Record details of enquiries, comments and complaints clearly. Record details of actions taken and follow-up requirements.

· Prepare and distribute customer activity reports as required.

· Maintain customer databases and ensure information is accurate and up to date.

· Manage administration tasks effectively and within agreed timeframes.

· Communicate and coordinate professionally with internal departments.

· Follow up on customer interactions to support service quality and customer satisfaction.

· Provide feedback on the efficiency of customer service processes and highlight opportunities for improvement.

· Assist with the delivery of training and support for new and existing colleagues.

· Make required changes in Contact Centre software regarding call routing and call management, where trained and authorised.

· Coach the team to attain its targets and improve performance.

· Be a role model for the department and support the management team with tasks and projects.

· Support in team meetings and contribute to clear team communication.

· Maintain high standards of personal appearance, timekeeping, attendance and respect for company property.

· Operate in line with company policies, procedures and current legislation at all times.

· Demonstrate confidence in using multiple systems and show willingness to learn new digital tools as they are introduced.

· Support the testing and feedback of new systems, processes and AI-enabled tools where relevant to Contact Centre operations.

· Share practical feedback on customer journeys, advisor experience and process efficiency to support continuous improvement.

· Help identify simple opportunities to reduce manual work, improve accuracy and make everyday processes easier for colleagues and customers.

· Support colleagues in adapting to new technology and ways of working, offering encouragement and practical guidance where appropriate. Supporting team members through continual change.

· Use approved digital and AI tools responsibly, professionally and in line with company guidance.

· Maintain a positive and open mindset towards innovation, while recognising when human judgement, empathy or escalation is required.

· Knowledge of customer service principles and practices.

· Experience in training, coaching or supporting colleagues.

· Knowledge of relevant computer applications and confidence using multiple systems.

· Ability to manage and update call routing software, where trained and authorised.

· Ability to type efficiently and maintain accurate customer records.

· Strong numerical, verbal and written communication skills.

· Product knowledge relevant to the role, or the ability to develop this quickly.

· Ability to learn new technology and processes confidently.

· An interest in digital tools, AI-enabled customer service, automation or service improvement would be beneficial, but technical AI experience is not essential.

Customer service orientation

Delivers a professional, helpful and patient-focused service.

Communication

Uses clear verbal and written communication with customers, colleagues and managers.

Coaching and support

Helps colleagues build confidence, capability and consistency.

Problem solving

Looks for practical solutions and escalates appropriately when needed.

Attention to detail

Maintains accuracy in customer records, reports and follow-up actions.

Adaptability and initiative

Responds positively to change and supports new ways of working.

Digital confidence

Learns new systems quickly and uses technology to support service quality and efficiency.

Continuous improvement mindset

Identifies opportunities to improve processes, customer experience and team effectiveness.

Professional judgement

Understands when technology can help and when human review, empathy or escalation is required.

Teamwork and leadership

Acts as a role model and contributes positively to team performance.

· As the Contact Centre continues to develop its digital capability, this role may naturally evolve to include greater involvement in testing, feedback, training and continuous improvement activity.

· The post holder will not be expected to be an AI specialist, but should be comfortable learning, adapting and supporting sensible use of approved digital and AI-enabled tools as the business develops.

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.

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.