Blueco Healthcare
Senior Customer Advisor
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Senior Customer Advisor
Senior Customer Advisor – Patient Journey Team
About the Role
We are seeking an experienced and highly capable Senior Customer Advisor to join our growing operations team, playing a key role in supporting the patient journey. You will deliver outstanding communication and admin support, while also leading by example, mentoring junior team members, and driving operational improvements to enhance workflow efficiency.
In this position, you will act as the primary point of escalation for complex queries, ensuring safe, empathetic, and accurate handling of all communications—whether through phone, email, or Zendesk.
Key Responsibilities
Communications & Case Management
- Manage and resolve complex or escalated queries across phone, email, and Zendesk
- Provide clear, empathetic, and medically accurate responses in sensitive healthcare contexts
- Ensure timely issue resolution, maintaining high service standards in a fast-paced environment
Operational Excellence
- Monitor team capacity, proactively flagging risks of bottlenecks or backlogs
- Coordinate breaks, absences, and shift changes to maintain operational continuity
- Collaborate with management to forecast demand and adjust staffing needs
- Uphold rigorous accuracy in all administrative and support processes
- Identify and resolve recurring process gaps or inefficiencies
- Act as the primary operational liaison with carrier account managers
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Senior-Level Support & Leadership
- Serve as the first-line escalation point for junior team members
- Provide training, coaching, and onboarding support for new starters
- Contribute to quality assurance, reviewing and improving ticket handling standards
- Drive process improvements and operational efficiency initiatives
Systems & Tooling
- Confidently use Zendesk and internal order management systems
- Optimise workflows within existing systems to reduce inefficiencies
- Identify and implement automation opportunities to lower manual workload
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Required Skills & Experience
You must demonstrate: ✔ Exceptional communication skills, with confidence in phone and written correspondence ✔ Strong organisational abilities, with the capacity to prioritise and manage competing demands ✔ Problem-solving mindset, comfortable handling ambiguity and high-complexity cases ✔ Experience with (or readiness to master) digital systems, particularly Zendesk ✔ Extreme attention to detail, especially in healthcare-related communications ✔ Proactive approach, with a willingness to support colleagues and enhance processes ✔ Ability to thrive in a fast-paced, regulated healthcare environment
Desirable Experience
While not mandatory, the following will strengthen your application: ✅ Previous experience in healthcare, telehealth, pharmacy, or regulated customer service ✅ Track record in managing escalations or supervising team members ✅ Familiarity with SLAs or KPI-driven environments (e.g., targets, metrics, performance tracking)
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