1522 Customer Service Representatives jobs in Bath

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)

• Respond promptly and professionally to customer inquiries via phone, email, and chat, providing accurate information and effective solutions.
• Troubleshoot and diagnose customer issues related to our products and services, escalating complex problems to the appropriate departments when necessary.
• Guide customers through product features, usage, and troubleshooting steps, ensuring a positive user experience.
• Maintain detailed records of customer interactions, issues, and resolutions in our CRM system.
• Proactively identify trends in customer issues and provide feedback to the product and development teams for continuous improvement.
• Educate customers on best practices and available resources to enhance their satisfaction and self-sufficiency.
• Contribute to the development and maintenance of our knowledge base and support documentation.
• Achieve and exceed individual and team performance metrics related to customer satisfaction and resolution times.
• Collaborate effectively with colleagues across different departments to resolve customer issues holistically.
• Stay updated on product knowledge, company policies, and support procedures.

• Proven experience in a customer service or technical support role.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong active listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A keen interest in technology and a willingness to learn about our products.
• High school diploma or equivalent; further education or certifications in customer service are a plus.

• Provide advanced technical support to customers via phone, email, and chat, resolving complex issues efficiently.
• Act as a subject matter expert for product functionality and troubleshooting.
• Onboard new clients and provide ongoing training and guidance.
• Develop and maintain comprehensive knowledge base articles, FAQs, and support documentation.
• Analyze customer feedback and trends to identify areas for product and service improvement.
• Mentor and guide junior customer support team members, fostering their professional growth.
• Collaborate with product and engineering teams to escalate and resolve technical bugs and feature requests.
• Manage customer escalations and ensure timely resolution of critical issues.
• Contribute to the development and refinement of support processes and best practices.
• Proactively engage with customers to ensure their satisfaction and success with the product.
• Prepare regular reports on support metrics, customer satisfaction, and key trends.

• Proven experience in a customer support or technical support role, with at least 2 years in a senior or lead capacity.
• Strong understanding of SaaS products and cloud-based solutions.
• Excellent troubleshooting and problem-solving skills.
• Exceptional written and verbal communication abilities.
• Proficiency in using CRM and helpdesk software (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts clearly to both technical and non-technical audiences.
• A proactive and empathetic approach to customer service.
• Experience in training or mentoring team members is a plus.
• Bachelor's degree in a relevant field or equivalent practical experience.

• Managing and resolving escalated customer issues with a high degree of accuracy and empathy.
• Training and mentoring junior support staff, fostering a collaborative and knowledgeable team environment.
• Developing and updating support documentation, knowledge base articles, and FAQs to improve self-service options.
• Identifying trends in customer feedback and issues to provide actionable insights to product and engineering teams.
• Contributing to the continuous improvement of support processes and customer experience strategies.
• Maintaining detailed records of customer interactions and resolutions in the CRM system.
• Ensuring all customer service level agreements (SLAs) are met or exceeded.
• Collaborating with internal departments to ensure a seamless customer journey.

• Lead, coach, and mentor a team of customer support representatives, fostering a high-performance culture.
• Manage daily operations, including scheduling, workload distribution, and issue escalation resolution.
• Monitor team performance against key metrics (e.g., response times, resolution rates, customer satisfaction) and implement improvement strategies.
• Develop and deliver training programs to enhance team skills and product knowledge.
• Handle escalated customer issues with professionalism and efficiency, ensuring timely and satisfactory resolutions.
• Collaborate with other departments (e.g., Product, Engineering) to provide customer feedback and drive product improvements.
• Create and maintain support documentation, knowledge base articles, and internal process guides.
• Identify trends in customer inquiries and proactively address systemic issues.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Champion customer-centricity throughout the organization.
• Contribute to the recruitment and onboarding of new support team members.

• Proven experience (3+ years) in a customer support role, with at least 1 year in a supervisory or team lead capacity.
• Demonstrated ability to lead, motivate, and develop a support team.
• Excellent understanding of customer service principles and best practices.
• Strong problem-solving and conflict-resolution skills.
• Proficiency with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Exceptional communication and interpersonal skills, both written and verbal.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in developing and delivering training materials.
• Familiarity with analyzing support metrics and reporting.
• A proactive approach to identifying and solving problems.
• Must be able to commute to our Bristol, South West England, UK office for designated hybrid working days.

• Respond to customer inquiries and issues in a timely and courteous manner.
• Diagnose and resolve technical hardware and software issues.
• Provide accurate information on company products and services.
• Document all customer interactions and resolutions in the CRM system.
• Assist in training new customer support representatives.
• Identify trends in customer issues and provide feedback to product development teams.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Maintain a high level of customer satisfaction and retention.
• Proactively identify opportunities to improve customer support processes and tools.
• Stay up-to-date with product knowledge and industry best practices.

• Proven experience in a customer support or helpdesk role, with at least 2 years in a senior capacity.
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Experience with (mention a specific software or system relevant to the fictional company, e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a team.
• A patient and empathetic approach to customer interactions.
• High school diploma or equivalent; associate's or bachelor's degree in a related field is a plus.
• Ability to work effectively in a hybrid environment, balancing remote and in-office responsibilities.

• Handle advanced customer inquiries and resolve complex issues.
• Provide guidance and support to junior customer service representatives.
• Act as the primary point of escalation for customer complaints.
• Monitor customer service performance and identify areas for improvement.
• Contribute to the development and delivery of customer service training.
• Ensure adherence to company policies and service standards.
• Gather customer feedback and provide insights to management.
• Assist in the implementation of new customer service initiatives.
• Maintain up-to-date knowledge of products and services.
• Foster a positive and customer-centric team environment.

• High school diploma or equivalent; Bachelor's degree preferred.
• Minimum of 3 years of experience in a customer support or client service role.
• Proven experience in a lead or supervisory capacity within customer service.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively.
• Demonstrated ability to train and mentor team members.