Patient Support Advisor

Job Title: 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

About the Role:

We have an exciting opportunity to join our Patient Support Team in our Southampton Call Centre. As a Patient Support Advisor, you will be the first point of contact for patients, handling inbound and outbound calls as the primary responsibility, along with web chat and email. This is a full-time role on a two-week rota with alternating shifts and alternate Saturdays.

Key Responsibilities:

• Provide first-class customer service via inbound and outbound calls, web chat, and email

• Book appointments across Leightons and The Hearing Care Partnership ensuring we provide the correct products and services

• Respond to patient queries professionally and empathetically

• Maintain accurate records and ensure data confidentiality

• Support the wider team in achieving performance goals, working collaboratively to maintain a seamless patient experience Requirements:

• Excellent telephone manner and confidence in handling high-volume calls

• Strong written communication skills

• Previous customer service experience (call centre preferred)

• Ability to work effectively in a fast-paced environment

• IT proficiency and multitasking ability

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

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 30 hours per week)

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

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.