Position Summary
Working from home as part of our customer service team, you will provide friendly, professional voice-based support to customers across phone channels. The role focuses on delivering first-contact resolution, managing enquiries and complaints, client retention initiatives. This position requires excellent verbal communication, empathy, and the ability to work to KPIs in a fast-paced remote environment.
Key Accountabilities/Responsibilities
The responsibilities include the following:
- Respond to inbound customer calls in a timely and professional manner, aiming for a one-touch resolution where possible.
- Handle customer disputes and complaints in line with company values, terms and conditions, and escalation procedures.
- Implement client retention strategies to maximise long-term satisfaction and loyalty among members.
- Meet and strive to exceed individual and team KPIs such as average handling time, first contact resolution, quality scores and customer satisfaction (CSAT).
- Escalate complex enquiries to the appropriate team and follow up to ensure timely resolution.
- Contribute to continuous improvement by sharing feedback and participating in team meetings and training sessions.
- Maintain strong working relationships with clinic, client and internal support teams to ensure seamless customer outcomes.
Communication & Teamwork
- Communicate clearly and professionally with customers and colleagues, adapting style to suit the situation.
- Collaborate with colleagues and managers to share knowledge and support team goals.
Qualifications and Experience Required
- Previous customer service experience, ideally in a call centre or voice support environment.
- Excellent verbal communication and active listening skills.
- Strong problem-solving abilities with a solution-focused mindset and empathy for customers.
- Proficiency with CRM systems and telephony platforms;
- Comfortable working remotely with effective time management and a reliable home working environment.
- Ability to multitask, maintain attention to detail and handle numerical information accurately.
- Experience in customer retention or subscription management is desirable.
- Team player with a positive attitude towards continuous improvement.
Additional Information
- This is a remote, voice-focused role requiring a quiet, professional home working environment and reliable broadband connectivity.
- Hours may include early mornings, evenings or weekend shifts depending on customer demand; full details will be provided during the recruitment process.
