117 Customer Inquiries jobs in London

Role: Customer Support Advisor

Location: London W1U 2AU (with hybrid working after completion of training)

Salary: £27,020.00 per annum plus extensive benefits

Contract type: Permanent

Employment type: Full time

Working hours: hours PW Sunday-Thursday

Expert Heath Ltd has over 15 years of experience in leading the way in Digital Medicine. Our mission is to achieve excellence in delivering personalised and accessible healthcare on a large scale. Our algorithms are the basis of our patient-facing digital consultations and clinician-facing decision-making tool. Our algorithms power brands such as LloydsPharmacy Online Doctor, Well Online Doctor and Sexual Health London.

Role Purpose

In this role, you will play a key role in advancing digital healthcare transformation, ensuring that patients receive safe, efficient, and high-quality service in a dynamic, evolving environment. Initially office-based for a 6-8 week training period Monday to Friday, this position will transition to hybrid/contracted working pattern once training is complete. Your contracted working pattern is Sunday-Thursday.

What's in it for you?

Occupational sick pay

Enhanced maternity and paternity pay

Contributory pension

Employee discount site

Employee assistance programme

In-house mental health support

Health and wellbeing initiatives

Social events throughout the year

Cycle to work scheme

Green car scheme*(subject to minimum earnings)

Registration fees paid (GPhC, NMC, CIPD etc)

Long service bonus

Hybrid working

Commitment to CPD/training

25 days annual leave

25% Discount & health & beauty purchases

25% Discount on Pharmacy2U Private Online Doctor Services

What you'll be doing?

• Deliver a discreet, responsive, and efficient service to patients.
• Prioritize patient safety and uphold the highest standards of care.
• Collaborate as part of a fast-paced, high-energy team.
• Manage high volumes of patient inquiries with accuracy and empathy.
• Confidently engage with patients over the phone, focusing on first-contact resolution.
• Use the secure internal messaging system as the primary communication tool for patient responses.
• Operate the bespoke Online Doctor OPMS system to accurately flag calls and messages, ensuring precise data collection.
• Allocate lab test results to patients and assist them in arranging relevant treatments as needed.
• Coordinate with pharmacies, labs, and GP surgeries to support patient care.
• Report and address any operational or service-related issues impacting patient satisfaction.
• Investigate and resolve complaints received via multiple channels, including secure messaging.
• Oversee patient identity verification checks through an external partner.
• Follow policies and procedures related to NHS partnerships.
• Serve as the 'voice of the customer' in business projects and expansion initiatives.
• Work cross-functionally with various departments to represent Online Doctor.
• Triage calls to other business areas as appropriate.

Who are we looking for?

• Experienced in customer service with at least 2 years in a call centre or customer facing role.
• Confident communicator who thrives on resolving patient queries over the phone and via secure messaging.
• Empathetic and energetic personality with a strong commitment to delivering first-contact resolution.
• Organised and self-motivated, able to manage high volumes of patient interactions with precision and care.
• Tech-savvy with solid skills in Outlook, Excel, Word, MS Teams, and CRM systems.
• Healthcare-aware — prior experience in a medical or digital health setting is a plus.
• Detail-oriented problem solver who can investigate complaints and support operational improvements.
• Team player ready to collaborate across departments and represent the voice of the patient in business initiatives.

What happens next?

Please click apply and if we think you are a good match, we will be in touch to arrange an interview.

Applicants must prove they have the right to live in the UK.

All successful applicants will be required to undergo a DBS check.

Unsolicited agency applications will be treated as a gift.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Provide accurate product and service information to customers.
• Troubleshoot and resolve customer issues efficiently.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex issues to appropriate departments when necessary.
• Identify opportunities to improve customer service processes.
• Gather customer feedback and relay it to relevant teams.
• Maintain a high level of customer satisfaction.
• Collaborate with internal teams to resolve customer issues.
• Stay up-to-date with product knowledge and company policies.

• Previous experience in a customer service or helpdesk role.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and ticketing systems.
• Ability to multitask and manage time effectively.
• Patient and empathetic approach to customer interactions.
• High school diploma or equivalent required.

Job Type: Full Time (35 hrs per week, Mon - Fri), Permanent Contract

Location: Hybrid Working (3 days in Head Office Wembley Park HA9, 2 days WFH)

Reports to: Service Manager, dotted line responsibility to Team Leader - Customer Services

Casio Electronics Co. Limited, a leading multinational electronics company, is seeking a highly motivated and dedicated Customer Support Advisor to join our Service Centre team in the UK. At Casio we pride ourselves on launching innovative designs and leading technologies to both consumer and B2B sectors. Our products span across a variety of categories including watches, calculators, musical instruments and medical devices. Our vision is to see our brands inspire users across generations.

As a Customer Support Advisor you will provide professional, efficient and friendly customer support by handling enquiries across multiple channels including telephone, email, live chat, WhatsApp and social media; maintaining Casio's service standards and promoting a positive customer experience. This is an entry level to intermediate position designed to build product and service expertise whilst contributing to team success.

Joining Casio means stepping into an environment where you can team up with passionate and talented individuals who share our vision. Our employees are at the heart of everything we do, and we are excited to share that Casio UK has recently been recognised as a Great Place To Work . This achievement is something we take great pride in, and we are committed to continuously improving our workplace culture.

• Respond to customer inquiries in a prompt, courteous, and accurate manner.
• Handle incoming communications through phone, email, and digital channels.
• Provide information regarding Casio's products, services, warranties, and repair options.
• Assist with Parts & Accessories inquiries, including processing orders for parts.
• Record all interactions accurately in the CRM system (Zendesk).
• Adhere to established processes and escalate any complex or unresolved issues.
• Achieve performance targets related to quality, response times, and customer satisfaction.
• Make a positive contribution to a collaborative, customer-focused team.

Requirements

• At least one year of experience in customer service, retail, or administrative positions.
• Outstanding verbal and written communication abilities.
• Strong skills in active listening and interpersonal communication.
• Effective organisational and time management capabilities.
• Proven ability to handle multiple tasks with changing priorities.
• Ability to remain calm, resilient, and professional when addressing customer complaints or inquiries.
• Willingness to learn new systems, processes, and product information, and openness to feedback for personal development.
• A positive attitude and a strong desire to grow and develop within the department.
• A collaborative team player who enjoys supporting colleagues and contributing to the success of the team.
• Basic familiarity with the Microsoft Office suite.
• Previous experience with CRM systems (preferably Zendesk) is highly desirable, but not essential as comprehensive training will be provided.

Benefits

• 25 days annual leave plus Bank Holidays
• Paid Birthday Day Off
• Competitive Salary
• Fantastic healthcare benefits from Day One: Private Medical Insurance via BUPA, Permanent Health Insurance, Medicash Health Plan
• Death In Service (4x salary)
• Excellent non-contributory Pension Scheme, up to 14%**
• Employee Discount, up to 50%**
• Anytime access to personal development and training courses via LinkedIn Learning
• Anytime access to retail discounts at 200+ retails (Reward Gateway)

About Gizmo

Gizmo is an AI startup on a mission to make learning so easy that anyone can learn anything. We're building Duolingo for Anything - a platform that uses gamification and social mechanics to make learning fun and effective. With over 1 million monthly active users and $4M in annual recurring revenue, we're already one of the fastest-growing startups in the UK. Well funded with $2M in Series A backing from top investors like NFX and Ada Ventures, Gizmo has achieved 10x growth in the past year. We're now positioned to scale from 4M to 25M ARR by 2026 while expanding our market leadership into the US.

About the role

We're looking for our first Customer Support hire to become the voice of our users and the bridge between our community and product + engineering teams. Working directly with our Founders and Product team, you'll own the entire customer support experience while building the systems and processes that will scale our support function as we grow.

This is a hands-on, high-impact role where you'll spend your days solving user problems, managing support agents, and directly influencing product decisions based on user feedback. You'll be answering emails, managing tickets, and talking to users all day - but you'll also be shaping how a million+ users experience our product.

Responsibilities

• Customer Support: own all customer interactions across Intercom. You'll be responding to user queries, troubleshooting issues, and ensuring every user feels heard and supported.
• Ticketing & Bug Management: develop and manage our support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly.
• User Insights & Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points. You'll create regular reports that directly inform product roadmap decisions.
• Team Building: hire, train, and manage customer support agents as we scale. You'll build the playbooks, processes, and culture that ensure consistent, excellent support at scale.
• Product Partnership: serve as the voice of the customer in product discussions. You'll advocate for user needs and help prioritise features based on real user feedback and support volume trends.

Requirements

• You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
• You are customer-obsessed with excellent written communication skills and the ability to turn frustrated users into advocates
• You have experience in customer support, ideally in consumer tech 
• You've managed support team members or are ready to build and scale a support function from the ground up
• You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc) and can quickly learn new systems
• You have strong problem-solving skills and can troubleshoot technical issues with non-technical users

Nice-to-haves:

• You have some experience with database management via admin panels and making data changes to resolve user issues
• You've worked in high-growth consumer tech companies and understand the unique challenges of scaling support
• You've built support processes from scratch and scaled support teams in fast-growing companies

Benefits

• Meaningful equity included - you’ll own a piece of what you’re building 
• Hybrid working model with 4 days in our Shoreditch office.
• Private health insurance
• The opportunity to be one of the earliest employees in one of the UK’s fastest-growing startups

• Respond to customer inquiries via phone, email, and live chat in a professional and courteous manner.
• Troubleshoot and resolve customer issues, product questions, and technical difficulties efficiently.
• Provide accurate information about products, services, and company policies.
• Escalate complex issues to appropriate departments or senior support staff when necessary.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Identify opportunities to improve customer experience and provide feedback to the relevant teams.
• Maintain a high level of product knowledge and stay updated on company offerings.
• Adhere to service level agreements (SLAs) and quality standards.
• Contribute to a positive and collaborative remote team environment.

• Proven experience in a customer service or support role.
• Excellent verbal and written communication skills, with a clear and concise phone etiquette.
• Strong active listening and problem-solving abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a remote setting.
• High school diploma or equivalent; further education or relevant certifications are a plus.
• Comfortable working independently with minimal supervision.
• Access to a reliable internet connection and a suitable home office setup.

• Provide high-level technical support and customer service via multiple channels, including email, chat, and phone.
• Troubleshoot and resolve complex customer issues, identifying root causes and implementing effective solutions.
• Serve as an escalation point for junior support staff, offering guidance and mentorship.
• Document all customer interactions, issues, and resolutions accurately within the ticketing system.
• Contribute to the development and maintenance of knowledge base articles and support documentation.
• Identify recurring customer issues and collaborate with product and engineering teams to drive product improvements.
• Proactively identify opportunities to enhance the customer experience and streamline support processes.
• Gather customer feedback and insights to inform product development and service enhancements.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
• Stay up-to-date with product updates, new features, and industry best practices in customer support.

• Minimum of 3 years of experience in a customer support or technical support role, with demonstrated experience handling complex issues.
• Excellent problem-solving and troubleshooting skills.
• Strong understanding of customer service principles and best practices.
• Exceptional written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Proficiency with helpdesk software and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage time effectively in a remote environment.
• Empathy, patience, and a genuine desire to help customers.
• Experience in a SaaS or technology-driven industry is highly desirable.
• Ability to adapt to changing priorities and work under pressure.
• Team player mentality, with a willingness to share knowledge and support colleagues.

• Provide expert-level technical support and troubleshooting for our client's software products via phone, email, and chat.
• Resolve customer inquiries, issues, and complaints promptly and efficiently.
• Escalate complex technical problems to engineering and product teams, providing detailed documentation.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor new and existing customer support team members.
• Analyze support trends and provide actionable insights to improve product and service.
• Contribute to the development of customer support best practices and procedures.
• Manage customer relationships, ensuring high levels of satisfaction and retention.
• Collaborate with sales and account management teams to ensure seamless customer onboarding and ongoing success.
• Participate in product testing and provide feedback on user experience.

• Minimum of 3-5 years of experience in a technical customer support or helpdesk role.
• Strong understanding of software applications and IT systems.
• Excellent verbal and written communication skills.
• Exceptional problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and as part of a team.
• Experience in the SaaS industry is highly desirable.
• Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.