Overview of the role
We are looking for a passionate and customer-focused Healthcare Specialist to join our team. In this role, you will deliver excellent Complete Care, providing trusted advice on healthcare products and services and supporting customers to make informed choices about their health and wellbeing.
You will play a key role in delivering exemplary care within our healthcare business, helping our customers’ health and wellbeing to thrive through expert knowledge, empathy, and a commitment to outstanding customer experiences.
Purpose of the Role
To deliver excellent Complete Care by offering advice on healthcare products and services, enabling customers to make informed decisions about their healthcare. To deliver exemplary care that supports and enhances our customers’ health and wellbeing.
Main Responsibility
Customer
Use Complete Care to deliver truly person-centred care alongside colleagues, supporting customers with both in-store and digital healthcare solutions, including Online Doctor and the Well App for prescription ordering.
Confidently identify and act on opportunities to create tailored solutions that meet individual customer needs, sharing learnings with colleagues to enhance the store’s overall customer experience.
Support customers with positive lifestyle changes using effective consultation skills and meaningful healthcare conversations.
Build strong customer loyalty by demonstrating empathy, developing warm rapport, and ensuring every customer feels listened to and supported.
Deliver natural, unscripted customer interactions that inspire trust and confidence, encouraging customers to purchase through credible, personalised healthcare advice.
Spend the majority of time on the shopfloor, remaining visible, approachable, and available to customers at all times.
Recognise when to escalate concerns or involve the pharmacist, ensuring a smooth and reassuring ‘warm transfer’ for the customer.
Business Performance
Drive OTC sales, with a particular focus on P Medicines, by consistently delivering an exceptional customer experience.
Demonstrate a strong understanding of Well and Health & Beauty products, how they complement each other, and use this knowledge to build customer loyalty.
Understand the full range of Well services, including how they compare to competitors, and confidently communicate their benefits to customers.
Take ownership of your contribution to the store’s overall healthcare performance, supporting commercial success while maintaining the highest standards of care.
Standards, Compliance & Ways of Working
Follow all SOPs and company standards to ensure customer and business needs are met consistently.
Work in a safe, legal, professional, and compliant manner at all times, in line with regulatory and governance requirements.
Ensure the store and healthcare areas are presented to the highest standards, creating a welcoming and professional environment.
The Ideal Candidate
Empathetic, approachable, and able to interact sensitively with a wide range of customers.
Energetic and passionate about finding the best solutions to support customers’ health and wellbeing.
Naturally curious about customers’ needs, taking a holistic approach to health and care.
Confident communicator with strong consultation and listening skills.
Commercially driven, with a clear focus on delivering an outstanding customer experience.
Able to work effectively both independently and as part of a supportive team.
Well are proud to be a diverse and inclusive employer. If you have any specific requirements, we'll do everything we can to support you. Whether it is to find a pharmacy that is accessible, or if it is a part time position you are looking for, we can help find the role that is right for you. If you need us to make any reasonable adjustments to our recruitment process, we will be happy to accommodate you.
Please be aware that due to the high number of applications we receive it may not be possible for us to provide an outcome to all applicants. If you are not contacted within 28 days of your submission unfortunately you will have been unsuccessful.
Package Description
- Highly competitive salaries
- Generous holiday allowance including bank holidays
- Opportunity to gain qualifications
- Pension scheme
- Employee discount scheme
- Superb development and career opportunities
- Bonus scheme
About the Company
For over 70 years, we’ve been looking after the health and wellbeing of communities across the UK. Well Pharmacy (part of Bestway Healthcare) is the second largest pharmacy chain in the UK with c.760 pharmacies and a team of around 7,000 colleagues based across our Community Pharmacies, Online Pharmacy, Healthcare Services Centre, Community Drivers, Bestway Medhub & Wardles team and our Support Centre team.
Our mission is to be here for the wellbeing of our patients and customers, to provide the best community pharmacy experience in the UK for everyone, for our patients, our customers, our people, and our NHS.
The pharmacy of the future will look very different from the one we know today. It will play a huge role in transforming primary healthcare and we will play a central role in bringing it to life.
We will use our clinical expertise and technological ambition to take advantage of the potential this future has to offer us. Making medicines, advice, services and care available in the places and spaces that people need and want it most.
We want to be a great business. To be recognised as delivering a community pharmacy experience that is the best there is. To do this we want our teams to feel proud about the positive impact they make, feel valued as part of a close-knit and expert community, and feel confident in their role in a business that is stable, innovative, and caring.
‘Together we make a difference’
