At a Glance
- Tasks: Deliver exceptional customer support via live chat, email, and phone.
- Company: Join Nourish Care, a market leader revolutionising the health and social care sector.
- Benefits: Enjoy 25 days paid leave, private medical insurance, and more perks.
- Other info: Be part of a diverse team committed to continuous improvement and client satisfaction.
- Why this job: Make a meaningful impact while growing in a dynamic SaaS environment.
- Qualifications: Experience in customer support and a proactive, positive attitude required.
Reporting To: Head of Customer Support
Location: Bournemouth
Salary: Competitive
Job Type: Full Time 37.5 hours a week
Our Purpose
As a current market leader, Nourish Care provides a digital solution to the health and social care sector which enhances the process of recording, analysing, and sharing of information.
We are in the midst of one of the most exciting times in our history and while we are the current market leader in the sector we will not become complacent. We are dedicated to our purpose of a better life for everyone. We continue to revolutionise the care sector and our incredible employees are what make this possible.
About The Job
As a Customer Support Executive at Nourish, you will play a key role in delivering exceptional customer experiences and ensuring our clients get the most out of our ground-breaking Nourish Care platform. You’ll be the first point of contact for a variety of support queries, using your problem-solving skills and product knowledge to provide quick, effective solutions.
Working in a fast-paced, dynamic environment, you’ll be tasked with managing multiple customer conversations simultaneously across live chat, phone, and email. You'll have the opportunity to become an expert in our platform, providing empathetic and solution-focused support to build strong relationships with our clients.
In this role, you’ll work closely with internal teams, sharing customer feedback to drive continuous improvement and collaborating to resolve more complex issues. Your contributions will directly impact customer satisfaction, helping to ensure that Nourish’s clients are always happy, supported, and confident in using our product.
This role offers a great opportunity to grow within a rapidly expanding SaaS company while making a meaningful impact on our customers and the business.
The role and your responsibilities
- Respond promptly to inbound customer queries via live chat, email and phone, delivering clear, friendly, and efficient support
- Ensuring all support is delivered efficiently and effectively in line with specific SLA's (first response, resolution time and first contact resolution) and to the customer's satisfaction.
- Triage and categorise incoming support requests to ensure the right level of priority and streamline issue resolution
- Help clients resolve their questions and issues efficiently, with a focus on first-time resolution and satisfaction
- Escalate complex or technical issues to second-line support teams, ensuring seamless handover and continued customer care
- Communicate effectively with internal teams to ensure customer feedback and needs are addressed quickly
- Actively contribute to process improvements and knowledge sharing within the support team.
- Become a confident expert in the Nourish Care products, delivering prompt, polite, and empathetic support to always ensure an exceptional customer experience
- Support the wider team in building strong, trust-based client relationships that contribute to business success
- Take on additional responsibilities as needed, contributing to the wider goals and success of the company
- Work within a rota-based shift pattern between the hours of 7am-7pm, Mon-Fri)
Required Experience
- Experience in customer support is essential, ideally within a B2B SaaS or tech-driven environment
- A proactive mindset with a positive, can-do attitude and a genuine desire to help customers succeed
- Excellent organisational skills, with the ability to manage multiple conversations and priorities at once
- Comfortable working in a fast-paced, ever-evolving environment and open to continuous learning and improvement
- Strong collaboration skills, able to work well across different teams and departments
- Friendly, clear, and professional communicator with strong interpersonal skills, both internally and with clients
- A good dose of common sense, initiative, and a drive for personal growth in a growing tech company
Key Performance Indicators
- Adherence to internal SLAs across all support channels
- First response time and average/median response times for
- Frequency and quality of responses, ensuring consistency, clarity, and professionalism in every interaction
- First contact resolution (FCR), aiming to resolve customer issues efficiently without the need for follow-up
- Customer Satisfaction (CSAT) scores and direct client feedback - maintaining a high standard of ‘client happiness’
Nourish Benefits
- 25 Days paid leave, Plus Public holidays
- Additional incremental leave for length of service up to 5 days.
- Private Medical Insurance
- Group Life Assurance
- Dental Cover
- Optical Cover
- Employee Referral Bonus Scheme
- Enhanced Maternity leave
- Pension Contribution
- Employee Assistance Programme
- Birthday Day off
- and many more.....
All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service check, references and receipt of the appropriate Right to Work documents. Nourish is proud to be an equal opportunities employer and we actively seek and embrace differences in thinking, experience, ethnicity, age, gender, faith, personalities and styles.
The different skills, experiences and backgrounds our employees bring to their roles creates a diverse and makes Nourish a special place to work.
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Customer Support Executive in Bournemouth employer: CarePlanner Ltd ?
Nourish is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about making a difference in the care tech industry. With a strong focus on employee growth, we offer comprehensive training and development opportunities, ensuring you are well-equipped to excel in your role as a Product Enablement Lead. Our hybrid working model provides flexibility, allowing you to balance your professional and personal life while contributing to meaningful outcomes for our customers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in Bournemouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at CarePlanner Ltd ?. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like CarePlanner Ltd ? before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Executive in Bournemouth
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to CarePlanner Ltd ?:Your cover letter is your chance to shine! Tell us why you want to work at CarePlanner Ltd ? specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at CarePlanner Ltd ?!
How to prepare for a job interview at CarePlanner Ltd ?
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
