686 Support Positions jobs in Ainsdale

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Troubleshoot and resolve technical issues related to our software products and services.
• Guide customers through product features, functionalities, and troubleshooting steps.
• Accurately document customer interactions, issues, and resolutions in the CRM system.
• Identify trends in customer issues and provide feedback to the product and development teams for continuous improvement.
• Escalate complex technical problems to senior support staff or engineering teams when necessary.
• Develop and maintain knowledge base articles and FAQs to empower customers with self-service resources.
• Adhere to service level agreements (SLAs) and key performance indicators (KPIs) for response and resolution times.
• Provide training and support to new team members.
• Stay updated on product updates, new features, and industry best practices.
• Build and maintain positive relationships with customers, fostering loyalty and satisfaction.
• Participate in team meetings and contribute to process improvements within the support department.
• Proactively identify potential customer issues and offer solutions before they escalate.
• Collaborate with sales and account management teams to ensure a seamless customer experience.
• Assist in the testing of new product releases from a support perspective.

• Proven experience in a customer support or technical support role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and ticketing systems.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Patience, empathy, and a customer-centric approach.
• Familiarity with common operating systems (Windows, macOS) and web browsers.
• Basic understanding of networking concepts is a plus.
• Ability to work independently and as part of a team in a fast-paced environment.
• High school diploma or equivalent; further education or certifications are advantageous.
• Experience in the (Industry Specific, e.g., SaaS, E-commerce) sector is a strong plus.
• Demonstrated ability to manage multiple tasks and prioritize effectively.
• A genuine passion for helping people and solving problems.

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)

• Lead and manage a team of customer support representatives.
• Provide training, coaching, and performance feedback to team members.
• Handle escalated customer inquiries and complaints effectively.
• Develop and implement customer service policies and procedures.
• Monitor customer service metrics and KPIs to ensure high-quality service.
• Identify trends in customer issues and propose solutions for improvement.
• Ensure timely and accurate resolution of customer issues.
• Maintain a high level of customer satisfaction.
• Collaborate with other departments to resolve customer problems.
• Uphold company standards for customer service excellence.

• Proven experience in a customer service or support role, with at least 2 years in a lead or supervisory capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong leadership and team management abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Demonstrated ability to problem-solve and make sound decisions.
• Ability to work under pressure and manage multiple priorities.
• A customer-centric mindset with a passion for delivering outstanding service.
• Experience in the (Industry - e.g., Tech, Retail) sector is beneficial.

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnosing and resolving complex technical and service-related issues.
• Escalating unresolved issues to appropriate departments and ensuring follow-up.
• Documenting all customer interactions and resolutions accurately in the CRM system.
• Training and mentoring junior customer support representatives.
• Developing and maintaining support documentation, FAQs, and knowledge base articles.
• Identifying trends in customer issues and providing actionable insights to management.
• Participating in team meetings and contributing to process improvement initiatives.
• Maintaining a deep understanding of our products and services.

• Proven experience in a customer support or helpdesk role, preferably at a senior level.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and ticketing systems (e.g., Zendesk, Salesforce).
• Ability to explain technical concepts clearly to a non-technical audience.
• Experience in training or mentoring team members is a plus.
• Ability to work effectively both independently and as part of a team.
• Experience in the relevant industry (mention specific industry if applicable) is desirable.

• Responding promptly and professionally to customer inquiries via email, live chat, and phone.
• Troubleshooting and resolving customer issues efficiently and effectively, escalating complex problems when necessary.
• Providing comprehensive information about products and services.
• Documenting customer interactions and resolutions in the CRM system accurately.
• Identifying customer needs and proactively suggesting solutions or improvements.
• Collaborating with internal teams to address customer feedback and concerns.
• Maintaining a high level of customer satisfaction and fostering customer loyalty.
• Contributing to the development of customer support knowledge bases and FAQs.
• Adhering to company policies and procedures to ensure data privacy and security.
• Participating in team meetings and training sessions conducted virtually.

• Handle inbound customer inquiries via phone, email, and chat, providing first-class support.
• Diagnose and resolve technical issues related to our client's proprietary software and services.
• Escalate complex problems to senior technical staff or relevant departments when necessary.
• Develop and maintain comprehensive documentation for FAQs, troubleshooting guides, and user manuals.
• Train and mentor junior support staff on best practices and product knowledge.
• Monitor customer feedback channels and proactively address potential issues.
• Collaborate with cross-functional teams, including engineering and product management, to enhance product offerings.
• Contribute to the continuous improvement of support processes and customer satisfaction metrics.

• Proven experience in a customer service or technical support role, preferably within a SaaS environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in troubleshooting software applications and CRM systems.
• Ability to work independently and manage time effectively in a remote setting.
• Strong technical aptitude and a passion for technology.
• Experience with ticketing systems (e.g., Zendesk, Intercom) is a plus.
• A commitment to providing outstanding customer experiences.

• Handle escalated customer issues with professionalism and empathy, ensuring a high level of customer satisfaction.
• Train and mentor junior support staff, fostering a collaborative and supportive team environment.
• Develop and maintain comprehensive knowledge base articles and troubleshooting guides.
• Identify recurring customer issues and collaborate with other departments to implement long-term solutions.
• Monitor customer feedback and trends to proactively identify areas for service improvement.
• Assist in the development and implementation of new customer service strategies and initiatives.
• Manage customer service performance metrics, providing regular reports to management.
• Ensure compliance with company policies and procedures.
• Participate in cross-functional team meetings to represent the customer's voice.
• Stay up-to-date with product updates and industry best practices.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Proficiency in using CRM software and customer support ticketing systems.
• Ability to work effectively both independently and as part of a team.
• Strong organizational and time management skills.
• A patient and customer-centric approach.
• Experience in training or mentoring is highly desirable.
• Familiarity with (mention a relevant industry, e.g., SaaS, E-commerce) is a plus.

• Handle inbound customer inquiries, providing accurate and efficient solutions.
• Investigate and resolve complex customer issues, escalating when necessary.
• Document all customer interactions and resolutions in the CRM system.
• Provide proactive support and guidance to customers on product usage and features.
• Assist in training and mentoring junior support staff.
• Identify trends in customer issues and provide feedback to relevant departments for product improvement.
• Maintain high levels of customer satisfaction through excellent service delivery.
• Contribute to the development and improvement of support processes and documentation.
• Handle customer complaints and difficult situations with professionalism and empathy.
• Ensure all service level agreements (SLAs) are met or exceeded.

• Proven experience in a customer service or helpdesk role, with at least 3 years in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively.
• A patient, empathetic, and customer-centric approach.
• Experience in troubleshooting software or hardware issues is advantageous.
• Ability to work collaboratively in a team environment.
• Familiarity with remote support tools is a plus.
• Demonstrated ability to handle high-pressure situations calmly.