Customer Support Executive

Summary of The Role This role supports the overnight operations function for a UK-based private healthcare service by providing frontline patient support and completing key administrative tasks to ensure seamless continuity between overnight and daytime teams. The Customer Support Executive will manage calls and requests, coordinate appointments, update systems, and maintain accurate records while escalating complex or high-risk situations to the Team Leader. The role requires strong communication skills, attention to detail, and a calm, patient-focused approach. Role Responsibilities

• Respond to calls, messages, and requests from patients and members, escalating complex or urgent issues to the Team Leader when required
• Handle calls and messages from private patients, members, and corporate clients with empathy and a solution-focused mindset
• Go beyond being an order-taking service by understanding the patient’s situation, thinking creatively, and applying sound judgement to reach the best possible outcome
• Manage requests that may be unusual, complex, or non-protocolized. For example, assisting with urgent but non-emergency issues, rerouting attending doctors, or coordinating across regional GP teams
• Assist with appointment scheduling and coordination with duty doctors as directed by the Team Leader
• Work collaboratively with the overnight team to ensure timely response during peak periods
• Anticipate patient needs to resolve queries that may involve complex or unusual situations
• Maintain accurate notes and logs to support the Team Leader’s handover

Administration and Support Tasks (Overnight Period) Once peak call activity reduces (typically after 10:00 pm UK time), the role will include a range of administrative tasks supporting UK operations. These may include:

• Update doctor rotas as instructed
• Record membership payment issues and update systems
• Prepare referral and follow-up documentation
• Update patient databases and logs accurately
• Support onboarding and training coordination activities
• Assist with quality assurance and feedback data collection

Essential Skills, Knowledge & Experience

• Excellent written and spoken English
• Strong customer service or healthcare coordination experience
• Calm, confident, and empathetic communication style
• Strong organizational skills with the ability to multitask and priorities
• Comfortable working independently and liaising with team members and senior UK colleagues remotely

Personal Attributes 

• Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team.
• Data driven, highly organized, and detailed oriented.
• Able to deliver as efficiently as possible without compromising quality or the customer experience.
• First class communicator with an ability to engage sales teams, operational teams and customer stakeholders up to a senior level with confidence.
• Efficient in approach, developing optimized and simple working methods and processes with a keen eye for detail.
• Continually improving, caring about quality, and delivering customer value.

Work Environment 

• General Work Hours: 7PM to 7AM UK time - 45h work week, including Saturday & Sunday (Roster Based)
• Location: Remote WFH + Occasional Meets at our Colombo 5 office – Sri Lanka.
• Benefits: Paid leave, career upskilling opportunities, eLearning courses.