What Jobs are available for Customer Inquiries in Richmond?

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)

An exciting opportunity has arisen at our head office in Hertfordshire for an individual that can lend their sales and customer centric skills to our Biosystems team. Ideal for someone with sales experience and an interest in aquatics, engineering or animal systems.

The Biosystems team are world leaders in water filtration systems, as well as LED lighting and advanced lighting control systems. Servicing the Aquatic, Aquaculture, Public Aquarium, Research Institutions, ex situ Coral spawning and reef restoration, Shellfish holding and Depuration as well as the Agri (Pig, Poultry and Insect farming) sectors, our team is driven, dynamic and delivers solutions across a range of applications, providing diverse and exciting challenges.  

We are looking for a motivated, outward looking and confident individual with experience of a sales environment, capable of developing business relationships with existing customers, proactively seeking out new opportunities, closing sales, providing product support and who enjoys interacting with customers. We are offering full training in our products - someone with an aquatic, aquaculture or aquarium background is preferred.

Job Summary:

You will play a vital role in providing exceptional customer service and driving sales within this sector. You will serve as the primary point of contact for customers, addressing their inquiries, providing product information, and offering solutions to meet their needs. Your primary focus will be to sell our products and services, maintain customer satisfaction and build long-term relationships.

This role requires the incumbent to be customer centric, be confident to close sales opportunities, have a professional telephone manner and the ability to connect and build relationships with customers. There will also be the opportunity to build stronger customer relationships through trade events, customer product videos, visits and talks.

There will be daily handling of sales tasks, invoicing, and general activities that support Sales efforts.

Responsibilities: You should have at least 2 years working in aquatics, aquarium, aquaculture, or qualified in a linked degree. Full training given and duties will include but are not limited to:

Sales :

·   Drive proactive sales

·   Implement sales strategies/initiatives to achieve targets and increase revenue.

·   Proactively identify and pursue new sales opportunities

·   Conduct product presentations and demonstrations to prospective customers.

·   Call customers and deliver sales in a timely manner.

·   Follow up with customers to ensure customer satisfaction and secure repeat business.

·   Identify customer needs and recommend appropriate products or services to meet those needs.

·   Collaborate with the marketing team to develop sales collateral and promotional materials.

·   Work with colleagues to support new business projects.

Customer Support :

·   Respond promptly and professionally to customer inquiries via phone, email, Hubspot or in person.

·   Handle technical queries and provide solutions

·   Provide accurate and detailed quotes about products, pricing, availability, and delivery options.

·   Follow up on quotes/orders

·   Resolve customer issues by investigating, developing solutions, and implementing corrective actions.

·   Maintain a high level of product knowledge to effectively address customer inquiries.

Competencies:

•  Goal-oriented mindset to achieve sales targets.

·   Confident with a “can do” attitude

·   Ability to build trusting customer relationships

·   Good verbal and written communications skills

·   Solution finder

·   Team player

·   ‘Hands on’ work ethic

This is a site-based sales position , at our head office in Chorleywood. Some travel to customer sites and trade shows will be required.

Hours of Work: 8am-5pm Monday to Friday with flexibility in hours to support the operational demands of the business as well as livestock welfare - this opportunity starts as a 12-month contract.

To apply for the position please submit your CV to

• Manage a high volume of inbound customer queries via phone, email, and chat.
• Troubleshoot and resolve technical and non-technical issues efficiently.
• Escalate complex problems to appropriate departments while maintaining ownership until resolution.
• Develop and maintain comprehensive knowledge base articles and FAQs.
• Train and mentor junior support team members, sharing best practices and expertise.
• Identify trends in customer issues and provide feedback to product and engineering teams for service enhancements.
• Proactively engage with customers to ensure satisfaction and gather feedback.
• Contribute to the development and implementation of new support strategies and tools.
• Ensure all customer interactions are logged accurately and follow established protocols.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs).
• Represent the company's values and commitment to excellence in every interaction.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Exceptional communication, interpersonal, and problem-solving skills.
• Proficiency in CRM software (e.g., Zendesk, Salesforce) and ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• Strong understanding of IT support principles and customer service best practices.
• A proactive approach to identifying and resolving customer needs.
• Excellent written and verbal English proficiency.
• Experience in training or mentoring junior staff is a strong advantage.
• Adaptability and resilience in handling challenging customer situations.
• Commitment to continuous learning and professional development.

• Manage and resolve complex customer inquiries and issues via phone, email, and in-person interactions.
• Provide expert guidance and support on a wide range of financial products and services.
• Escalate unresolved issues to appropriate departments and ensure timely resolution.
• Maintain accurate and detailed records of customer interactions and transactions in the CRM system.
• Develop and update customer support documentation and knowledge base articles.
• Identify trends in customer inquiries and provide feedback to improve services and products.
• Train and mentor junior customer support staff.
• Contribute to the development and implementation of customer service best practices.
• Proactively engage with clients to ensure satisfaction and build strong relationships.
• Handle sensitive client information with the utmost confidentiality and professionalism.

• Minimum of 5 years of experience in a customer-facing role, preferably within the financial services industry.
• Proven ability to handle complex and sensitive customer issues with empathy and efficiency.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in CRM software and standard office applications.
• Knowledge of financial products and services is highly desirable.
• Ability to remain calm and professional under pressure.
• Team player with a positive attitude and strong work ethic.
• Willingness to work on-site in our **London, England, UK** office.
• Bachelor's degree or equivalent relevant experience.

• Handle escalated customer support inquiries via phone, email, and chat.
• Provide timely, accurate, and professional solutions to customer issues.
• Troubleshoot and resolve technical and non-technical problems effectively.
• Document customer interactions and resolutions in the CRM system.
• Mentor and guide junior customer support representatives.
• Contribute to the creation and maintenance of support documentation and FAQs.
• Identify and report recurring customer issues and suggest process improvements.
• Collaborate with other departments to resolve complex customer problems.
• Maintain a high level of customer satisfaction and loyalty.
• Participate in ongoing training to enhance product knowledge and support skills.

• Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and troubleshooting abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to manage and de-escalate difficult customer interactions.
• Experience in training or mentoring team members is a plus.
• Customer-centric mindset with a passion for delivering exceptional service.
• Ability to work effectively in a hybrid office/remote environment.
• High school diploma or equivalent; further education or certifications are beneficial.