Customer Support Analyst

Job Overview

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity on a global scale.
Caring. Connecting. Growing together.

We are looking for Customer Support Analysts to join our customer driven, diligent and collaborative team on a permanent basis. Providing an outstanding customer experience is essential, as you will proactively work with the Service Desk team to support medical professionals across the UK professionally diagnosing and resolving issues within our bespoke software. This is the perfect opportunity if you are looking to break into the technology industry but perhaps a little unsure of where to start.

We can teach you the technical skills you need, but the role will have a more technical focus and will give you great skills to further your career at Optum.

As a Customer Support Analyst we will be looking for you to work proactively with our customers to support a range of issues and queries across several pharmacy products. You will be supported in this position to develop your product knowledge; our Pharm Outcomes products deliver services for thousands of providers across the UK. This role will see you have plenty of variety as you respond to queries that can range from technical advice to potential new user set up over the phone or via our ticketing system.

You will use multiple systems to support our customers, so we look for an understanding of Windows office packages. Our support service team meets in the office twice weekly. We work on alternate weekly shift patterns, Monday to Friday, 8-4:30 PM then 9:30‑6 PM, plus a requirement to work on‑call 1 week out of 4.

• Handle all queries in a professional manner using effective customer service skills and concise written communication.
• Diagnose and solve issues raised by our medical professionals using process and knowledge gained from training.
• Identify and elevate any issues that cannot be resolved to the Software Development and Product teams.

• It is vital that you have experience in a Customer Service role.
• While we provide training and tools to ensure you are set for success, we need you to demonstrate ability to empathise, listen, and be patient to achieve the right outcome for our customers.
• You will be a team player who enjoys working within a fast‑paced and busy environment, and you will be solution‑driven in your approach.

• Proven understanding of Microsoft Office (Outlook, Word, Excel).
• Demonstrated ability to multi‑task and manage your time effectively.
• Demonstrated ability to be adaptable to changing environments/situations/tasks.
• Demonstrated ability to be a quick learner, confident in picking up new systems and tools.
• Demonstrated ability to be motivated by customer outcomes and providing a quality service.

Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.

At United Health Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone—of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes.

We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes.

Diversity creates a healthier atmosphere:
United Health Group is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. United Health Group is a drug‑free workplace. © 2025 United Health Group. All rights reserved.