Customer Service Officer

Position Summary

Working from home as part of our customer service team, you will provide friendly, professional voice-based support to customers across phone channels. The role focuses on delivering first-contact resolution, managing enquiries and complaints, client retention initiatives. This position requires excellent verbal communication, empathy, and the ability to work to KPIs in a fast-paced remote environment.

Key Accountabilities/Responsibilities

The responsibilities include the following:

• Respond to inbound customer calls in a timely and professional manner, aiming for a one-touch resolution where possible.

• Handle customer disputes and complaints in line with company values, terms and conditions, and escalation procedures.

• Implement client retention strategies to maximise long-term satisfaction and loyalty among members.

• Meet and strive to exceed individual and team KPIs such as average handling time, first contact resolution, quality scores and customer satisfaction (CSAT).

• Escalate complex enquiries to the appropriate team and follow up to ensure timely resolution.

• Contribute to continuous improvement by sharing feedback and participating in team meetings and training sessions.

• Maintain strong working relationships with clinic, client and internal support teams to ensure seamless customer outcomes.

Communication & Teamwork

• Communicate clearly and professionally with customers and colleagues, adapting style to suit the situation.

• Collaborate with colleagues and managers to share knowledge and support team goals.

Qualifications and Experience Required

• Previous customer service experience, ideally in a call centre or voice support environment.

• Excellent verbal communication and active listening skills.

• Strong problem-solving abilities with a solution-focused mindset and empathy for customers.

• Proficiency with CRM systems and telephony platforms;

• Comfortable working remotely with effective time management and a reliable home working environment.

• Ability to multitask, maintain attention to detail and handle numerical information accurately.

• Experience in customer retention or subscription management is desirable.

• Team player with a positive attitude towards continuous improvement.

Additional Information

• This is a remote, voice-focused role requiring a quiet, professional home working environment and reliable broadband connectivity.

• Hours may include early mornings, evenings or weekend shifts depending on customer demand; full details will be provided during the recruitment process.