Patient Support Advisor

Job Title: Patient Support Advisor

Location: Southampton (Hybrid)

Salary: £24,610 – £31,000 OTE

Hours: Full-time – 2-week rota

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

Benefits

• Competitive salary of £24,610 – £31,000 OTE
• 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 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.

This is a full-time role working on a two-week rota with alternating shift patterns and alternate Saturdays.

Key Responsibilities

• Provide first-class customer service to all patients via phone, web chat, and email
• Book appointments for patients across our Leightons branch network and The Hearing Care Partnership
• Advise patients on suitable products and services that may meet their needs
• Respond to patient queries and concerns in a professional, polite, and empathetic manner
• Work collaboratively with colleagues across the business to ensure a seamless patient experience
• Maintain accurate patient records and ensure all data is handled confidentially
• Support the wider team in meeting departmental performance goals

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 communication skills for handling web chats 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)

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.