Customer Care Advisor

Customer Care Advisor (up to £28,000 per annum)

Immediate is home to some of the biggest and most loved consumer brands in the UK, including Radio Times, Good Food and Gardeners World and Nutracheck. Our trusted, quality content reaches millions of people a month across digital, print, video, podcasts, apps and live events.

Nutracheck, the UK\’s leading subscription-based weight management and dietary improvement platform, is part of the Immediate family/portfolio. With over 500,000 premium subscribers, Nutracheck is one of the biggest digital subscription apps in the UK. A multi-award winning app and website, Nutracheck’s evidence-based approach for food, exercise and progress tracking helps to guide members to healthier lifestyle choices. Nutracheck provides a start-of-the-art solution for calorie and nutrient tracking, using a unique food database with over 450,000 products and barcode scanner, combined with connectivity to activity tracking devices.

Whether it’s the big things, or the little things; from reaching fitness goals to savouring good food, cultivating outdoor, or indoor, spaces, or enjoying the latest TV sensation with loved ones – we help bring our audiences joy!

About the role

We are looking for a conscientious, caring person to join our Customer Care Team and provide support to our members who are on a personal journey to improve their diet and health. If you genuinely enjoy helping people and believe customers should receive the very best service, this is the right job and company for you.

This is a new position to ensure we maintain our excellent service level to our fast growing member base. The job involves dealing primarily with customers via email, helping to resolve a wide range of queries from membership to help using the service to technical support. We also provide a telephone Helpline to assist customers who prefer to speak with us directly.

In addition to your main customer care responsibilities, you may also have ad hoc projects to deliver. These could include customer research, assisting with projects to develop new features, and helping to test new functionality we are developing for the service.

As a Customer Care Advisor you will;

• Communicate with members via email on a daily basis, answering a wide range of queries from ‘how do I use this app’, to technical questions to providing guidance and personal support.
• Empathise and deal sensitively with members’ weight and health issues. (It would be beneficial if you understood the challenges of weight management – either from working in the health and wellbeing sector or from personal experience).
• Assist with telephone queries in a patient and professional manner.
• Be diligent at problem solving, using your own initiative to perform technical checks.
• Maintain accurate customer contact records.
• Always be thinking about how to add value to your engagement with a customer and go the extra mile.

You’ll love this role if;

• You have a passion for nutrition, health and fitness.
• You are interested in healthy eating and enjoy food and cooking.
• You get satisfaction from helping other people achieve their personal goals.
• You believe that customers should be treated as you would wish to be treated yourself.

• The Nutracheck service is delivered via an app and website so it is essential you are confident using technology and familiar with iOS and/or Android phones and downloading apps.
• As the majority of customer contact is via email, you will need to have an excellent standard of written English and grammar. Your writing style should be clear, concise and friendly.
• Be able to approach problem solving in a logical way, and be confident performing technical checks and working closely with the technical team.
• Have a confident telephone manner. Be a good listener, friendly, calm and patient.
• Have a helpful ‘can do’ attitude – always looking for the best solution for a member.
• Be a good team player and show a flexible attitude to work demands and practices.
• Be reliable and trustworthy even when working unsupervised.
• Demonstrate a proactive approach to continuous personal development.

• Hybrid working – 3 days in the Nottingham office / 2 days WFH
• Flexible working – we operate flexitime, start from 8am, finish 4:30pm to start 10am, finish 6:30pm.
• Holiday purchase scheme
• A relaxed working environment with regular socials including a summer festival
• Immediate Community webinars, well-being initiatives and Mental Health First aiders
• Tailored training and development through our LinkedIn Learning platform
• Cycle to work scheme
• Enhanced Family Policies

At Immediate, we pride ourselves on our open, collaborative, and dynamic culture that empowers our people to thrive and give their best. We care deeply about our people, environment, and impact. Our active Diversity & Inclusion network, comprehensive well-being programs, and clear sustainability strategies reflect this commitment.

People are at the heart of our business and creating a diverse and inclusive working environment is extremely important to us. Immediate is an equal opportunities employer. We’ll never treat anyone less favourably because of their sex, gender reassignment, pregnancy and maternity, marital/civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief or disability. We’re also committed to supporting applications from those who are returning to work following a career break, maternity leave or caring responsibilities.

Immediate is a place where you can grow, be supported, and make a difference