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Customer Support Agent

Are you passionate about delivering frontline support to patients, carers, and professionals?

If so, we have the perfect opportunity for you to play a key role in supporting one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for. We're looking for Customer Support Agents to join our dynamic Booking Hub team, the first point of contact for individuals and families seeking help, often in difficult moments.

Location: Work from home

Pay Rate:

• 13.19 per hour

Benefits to include: 25 days paid holiday (increasing with service to 28 days) plus bank holidays

Working Hours:

• Full-time 35 hours/week
• Monday to Friday (9am - 5pm)
• 5 days/week

Initial Training Period: 3 weeks training (remote - virtual)

Our client is one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for. We're looking for Customer Support Agents to join our dynamic Booking Hub team, you will be the first point of contact for individuals and families seeking help, often in difficult moments.

This is a fantastic opportunity for individuals who are naturally empathetic, calm under pressure, and thrive in high-volume, fast-paced environments! You'll need to be resilient, self-motivated, and accountable, someone who brings both heart and focus to every conversation.

What You'll be Doing:

• Provide frontline support to patients, carers, and professionals via telephone, email, and live chat.
• Handle enquiries with empathy, professionalism, and efficiency - even during busy periods.
• Book appointments and coordinating care in line with clinical requirements.
• Maintain accurate and timely records in our systems (e.g., Salesforce).
• Recognise and appropriately escalate safeguarding concerns or service disruptions.
• Work collaboratively with colleagues and supporting team cover to ensure service continuity.
• Provide accurate and clear service information for patients and their family/carers where appropriate, and in a friendly, efficient and courteous way.
• When necessary, support the Clinical Partners Operations and Governance teams in the coordination of sensitive matters relating to patient safeguarding, accident, data incident, complaints and concerns processes as specified in the relevant Clinical Partners policies.

What We're Looking For:

Essential:

• Minimum 3 years' experience in a customer-facing or support role.
• Proven ability to remain composed and compassionate under pressure.
• Strong interpersonal and communication skills - both written and verbal.
• Experience using databases and managing confidential information responsibly.
• A personal sense of accountability and commitment to quality.

Desirable:

• Knowledge of mental health or healthcare environments.
• Experience with Salesforce or similar CRM systems.
• An understanding of safeguarding and sensitive issue handling.

What we can offer to you:

• 24,000 annual salary
• 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
• A day off for your birthday.
• Healthcare Cash Plan
• Benefits Platform
• Life Assurance
• Discount Vouchers
• Flexible working opportunities to suit your personal needs
• Opportunities to take part in charitable events
• Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Our client is committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.

If you have the experience and desire to work for a well-respected organisation offering personal and professional support, as well as development, then you could be a perfect fit for the team.

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

To apply, submit your application today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)

Customer Support Agent

Are you passionate about delivering frontline support to patients, carers, and professionals?

If so, we have the perfect opportunity for you to play a key role in supporting one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for. We're looking for Customer Support Agents to join our dynamic Booking Hub team, the first point of contact for individuals and families seeking help, often in difficult moments.

Location: Work from home

Pay Rate:

• 13.19 per hour

Benefits to include: 25 days paid holiday (increasing with service to 28 days) plus bank holidays

Working Hours:

• Full-time 35 hours/week
• Monday to Friday (9am - 5pm)
• 5 days/week

Initial Training Period: 3 weeks training (remote - virtual)

Our client is one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for. We're looking for Customer Support Agents to join our dynamic Booking Hub team, you will be the first point of contact for individuals and families seeking help, often in difficult moments.

This is a fantastic opportunity for individuals who are naturally empathetic, calm under pressure, and thrive in high-volume, fast-paced environments! You'll need to be resilient, self-motivated, and accountable, someone who brings both heart and focus to every conversation.

What You'll be Doing:

• Provide frontline support to patients, carers, and professionals via telephone, email, and live chat.
• Handle enquiries with empathy, professionalism, and efficiency - even during busy periods.
• Book appointments and coordinating care in line with clinical requirements.
• Maintain accurate and timely records in our systems (e.g., Salesforce).
• Recognise and appropriately escalate safeguarding concerns or service disruptions.
• Work collaboratively with colleagues and supporting team cover to ensure service continuity.
• Provide accurate and clear service information for patients and their family/carers where appropriate, and in a friendly, efficient and courteous way.
• When necessary, support the Clinical Partners Operations and Governance teams in the coordination of sensitive matters relating to patient safeguarding, accident, data incident, complaints and concerns processes as specified in the relevant Clinical Partners policies.

What We're Looking For:

Essential:

• Minimum 3 years' experience in a customer-facing or support role.
• Proven ability to remain composed and compassionate under pressure.
• Strong interpersonal and communication skills - both written and verbal.
• Experience using databases and managing confidential information responsibly.
• A personal sense of accountability and commitment to quality.

Desirable:

• Knowledge of mental health or healthcare environments.
• Experience with Salesforce or similar CRM systems.
• An understanding of safeguarding and sensitive issue handling.

What we can offer to you:

• 24,000 annual salary
• 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
• A day off for your birthday.
• Healthcare Cash Plan
• Benefits Platform
• Life Assurance
• Discount Vouchers
• Flexible working opportunities to suit your personal needs
• Opportunities to take part in charitable events
• Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Our client is committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.

If you have the experience and desire to work for a well-respected organisation offering personal and professional support, as well as development, then you could be a perfect fit for the team.

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

To apply, submit your application today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)

Title: Customer Support Lead

Location: Solihull (Hybrid - 3 days in the office)

Salary: up to 30,000 + benefits (Depending on experience)

Our client, an exciting Prop-tech business are looking Customer Support Lead ideally with a background in Estate agency / Letting agency.

You will report into the Customer Support Team manager and be involved in Driving productivity to hit team goals, reach KPI's and SLA's through collaboration and teamwork.

You will also deputise in the absence of the Manager (produce reports, attend meetings)

You will supervise ticket & call management within the framework provided by the Customer Support Manager, delivering to agreed SLAs.

You will act as a first point of contact for internal and customer escalations relating to Customer Support tickets.

Required skills / Experience:

• 3 years + customer service experience
• Experience of working in a Service Delivery environment
• Experience of leading people

Desirable skills:

• ITIL
• Background / knowledge of the Estate / Letting agency world

Our clients highly prioritise delivering exceptional customer service and are dedicated to ensuring the smooth functioning of their Enterprise System.

They are in search of a skilled Customer Support Analyst to help address customer inquiries and issues related to their ERP.

The analyst will collaborate with clients both remotely and in-person when necessary, providing assistance in system configuration and troubleshooting with the goal of resolving issues efficiently.

Exceptional problem-solving abilities, along with excellent communication and customer service skills, are qualities that will set outstanding candidates apart.

The role

These duties must consistently align with the current company policies, and due to the dynamic nature of our business, your job description may evolve over time.

Periodically, you may also be called upon to engage in other tasks of a similar nature that align with your skills and capabilities, as directed by management.

• Serve as the primary point of contact for resolving ERP issues and delivering technical support to end users.
• Investigate and troubleshoot complex problems to identify effective solutions.
• Monitor and manage ERP incidents, ensuring timely resolution and clear communication with customers.
• Escalate high-priority incidents and non-conformance with SLA as needed.
• Provide guidance and assistance to end-users on system functionality, processes, and best practices.
• Effectively manage and prioritise the outstanding call list.
• Proactively monitor and update assigned incidents to ensure timely resolution.
• Request assistance from the development team for incidents requiring specialised knowledge.
• Undertake software development when necessary, adhering to company standards and managing work through the version control system.
• Promote and uphold high levels of customer service and satisfaction.
• Analyse and assess user requirements, propose system enhancements if necessary, and escalate requests to the development team.
• Document support activities, incident resolutions, and create knowledge base articles for future reference.

Reports expected from you

• Document all work performed on a timesheet for accurate time tracking.
• Log all support issues systematically within the support system.
• Provide the line manager with real-time information on actual hours and current progress for ongoing projects.

Your skills and qualifications

• Proven experience in roles such as an IT help desk technician or similar customer support positions.
• Proficient in supporting integrations with third-party applications.
• While Crystal Reports proficiency is not essential, it would be advantageous, and the successful candidate may be required to undergo training.
• Familiarity with WMS Systems is a plus.
• Tech-savvy individual with experience in a technology-related field.
• Capable of breaking down technological processes and delivering clear, step-by-step instructions.
• Excellent verbal and written communication skills.
• Self-motivated with a keen willingness to learn.
• Dedication to providing exceptional customer service.
• Team-oriented mindset with openness to constructive feedback.
• Enthusiastic about learning new technologies and systems.
• Demonstrated expertise in supporting Office 365, Active Directory, Windows 10/11, and Windows Server operating systems.
• In-depth knowledge of computer systems, including experience troubleshooting both hardware and software.
• Ability to diagnose and resolve various technical issues. 
• Strong problem-solving, analytical, and debugging skills, with the ability to work effectively in a team environment

• Respond to customer inquiries via phone, email, and live chat in a professional and timely manner.
• Troubleshoot and resolve customer issues efficiently, escalating complex problems to appropriate departments when necessary.
• Provide accurate information about products, services, and company policies.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify trends in customer issues and provide feedback to management for service improvements.
• Assist with customer onboarding and guide them through product features.
• Process orders, returns, and exchanges according to company procedures.
• Build rapport with customers and foster strong, lasting relationships.
• Contribute to team goals and performance metrics.
• Stay up-to-date with product knowledge and company updates.
• Handle customer complaints with empathy and professionalism, aiming for first-contact resolution.

• Proven experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• A customer-centric mindset with a passion for helping others.
• Good organizational skills and attention to detail.
• Ability to work effectively as part of a team in a busy office environment.
• Familiarity with general IT troubleshooting is a plus.
• A flexible and adaptable approach to work.

• Lead, train, and mentor a team of customer support representatives, fostering a high-performance culture.
• Oversee daily customer support operations, ensuring timely and effective resolution of customer inquiries and issues across various channels (phone, email, chat, social media).
• Develop and implement customer support policies, procedures, and best practices to enhance service quality and efficiency.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT), and implement strategies for improvement.
• Act as an escalation point for complex customer issues, providing expert solutions and guidance.
• Collaborate with other departments (e.g., Sales, Product Development, Technical Support) to address customer feedback and improve the overall customer experience.
• Manage the scheduling and resource allocation for the support team to ensure adequate coverage.
• Contribute to the development and maintenance of knowledge base articles and customer self-service resources.
• Analyze customer feedback and support data to identify trends, recurring issues, and areas for product or service enhancement.
• Conduct regular performance reviews and provide constructive feedback to team members.

• Proven experience in a customer support role, with at least 2 years in a leadership or supervisory capacity.
• Excellent understanding of customer support best practices and methodologies.
• Strong problem-solving and conflict-resolution skills.
• Exceptional communication, interpersonal, and active listening skills.
• Proficiency with customer relationship management (CRM) software (e.g., Salesforce, Zendesk) and support ticketing systems.
• Ability to motivate and lead a team effectively.
• Experience in analyzing support data and metrics to drive improvements.
• Familiarity with SaaS products or technology services is advantageous.
• Strong organizational and time management skills.
• Ability to work effectively in both a remote and on-site hybrid environment.

• Lead, mentor, and manage a team of customer support representatives, fostering a positive and high-performing environment.
• Develop and implement customer support strategies, policies, and procedures to enhance customer satisfaction and loyalty.
• Oversee daily support operations, ensuring timely and accurate responses to customer inquiries via email, chat, phone, and social media.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and take action to improve performance.
• Train new team members and provide ongoing coaching and development to existing staff.
• Act as a point of escalation for complex customer issues, resolving them effectively and efficiently.
• Collaborate with other departments (e.g., Product, Sales) to identify and address root causes of customer issues.
• Maintain and update the customer knowledge base and support documentation.
• Contribute to product development by relaying customer feedback and insights.
• Champion a customer-centric culture throughout the organisation.

• Minimum of 3 years of experience in a customer support role, with at least 1 year in a leadership or supervisory capacity.
• Proven experience managing a remote customer support team.
• Excellent understanding of customer service principles and best practices.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, HubSpot Service Hub).
• Strong communication, interpersonal, and problem-solving skills.
• Ability to motivate and inspire a team.
• Experience in developing and delivering customer support training.
• Strong organizational skills and the ability to manage multiple priorities.
• Familiarity with various communication channels, including live chat and social media support.
• A proactive and positive attitude towards customer service challenges.

• Lead, train, and mentor a team of customer support specialists.
• Oversee the day-to-day operations of the customer support function, ensuring efficient service delivery.
• Develop and implement customer support strategies, policies, and procedures.
• Manage and resolve escalated customer issues and complaints effectively.
• Monitor team performance, conduct regular reviews, and provide constructive feedback.
• Analyse customer feedback and support metrics to identify trends and recommend improvements.
• Create and maintain comprehensive knowledge base articles and FAQs.
• Collaborate with other departments to address customer needs and product issues.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Foster a customer-centric culture within the support team.

• Respond to customer inquiries and resolve issues promptly and professionally.
• Provide in-depth technical support for our client's products and services.
• Document all customer interactions and resolutions accurately in the CRM system.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Develop and update knowledge base articles and FAQs to assist customers and internal teams.
• Identify trends in customer issues and provide feedback to product development and management teams.
• Contribute to the continuous improvement of customer service processes and procedures.
• Collaborate with sales and technical teams to ensure a seamless customer experience.
• Handle customer escalations with empathy and efficiency, aiming for first-contact resolution.
• Maintain a deep understanding of all products and services offered by Our client.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior capacity.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient and customer-centric approach.
• Experience in training or mentoring team members is highly desirable.
• Familiarity with (mention a relevant technology or industry, e.g., SaaS platforms, telecommunications) is a plus.
• This role requires a commitment to a hybrid work model, balancing remote work with in-office collaboration in **Coventry, West Midlands, UK**.