At a Glance
- Tasks: Provide empathetic support to members via multiple channels, ensuring a human-first experience.
- Company: Neko Health, a forward-thinking company focused on preventive healthcare.
- Benefits: Inclusive culture, opportunities for growth, and a chance to make a real difference in health.
- Other info: Dynamic role with a focus on member satisfaction and continuous improvement.
- Why this job: Join a mission-driven team and help transform healthcare with your customer care skills.
- Qualifications: 2+ years in customer support, excellent communication, and a knack for problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
Neko Health exists to shift healthcare from treating illness to preventing it, using advanced, non‐invasive technology and clinical expertise to deliver early, actionable health insights.
Be the first point of contact and a trusted partner to Neko Health's members in the UK. As a Customer Support Representative based in London, you will own multi-channel member support across email, phone, text/SMS, and social — handling everything from booking management and product enquiries to complaint resolution and service recovery. This role is for someone who is empathetic, organised, and calm under pressure, and who takes pride in delivering support that feels genuinely human and member‐first at every touchpoint.
What you'll deliver in the first 6‐12 months:
- Every member who contacts Neko feels genuinely looked after — responses are warm, clear, and arrive when they're expected. CSAT scores and SLA adherence reflect this consistently.
- You own each case from first contact to resolution, anticipating what a member needs before they have to ask twice. Repeat contacts fall because members leave interactions feeling truly resolved.
- Whether you're replying to a ticket, handling a complaint, or responding to a comment in public on social, the Neko voice is unmistakable — human, considered, and on brand every time.
- The patterns you notice — recurring frustrations, complaint themes, moments where members stumble — find their way to the right people internally, so the product and experience keep getting better.
Requirements:
- 2+ years' experience in customer support, hospitality, or another high‐touch, member‐facing service role.
- Fluent in English; exceptional written and verbal communication skills are essential.
- Experience supporting customers across multiple channels including phone, email, and digital/social.
- Proven ability to manage bookings, troubleshoot issues, and handle complaints with professionalism and accountability.
- Familiarity with Zendesk or similar CRM and support platforms.
- Strong judgement around tone, timing, and privacy — especially on public‐facing social channels.
- Highly organised with a clear sense of ownership, strong attention to detail, and ability to manage a personal ticket queue to defined SLAs.
- Calm and confident in escalated or high‐visibility situations.
Preferred:
- Experience in social or public‐facing support is a strong advantage.
- Experience with social moderation tools, telephony, and SMS platforms.
- Interest in or experience within health, wellness, or technology‐driven consumer products.
Equal Opportunity & Inclusion Statement:
Neko Health is committed to inclusive hiring and member‐first care. We welcome candidates from all backgrounds and encourage you to request reasonable adjustments to support your application.
Customer Care Representative - UK in London employer: Neko Health
Neko Health is an exceptional employer that prioritises a member-first approach, fostering a supportive and inclusive work culture in the heart of London. Employees benefit from a dynamic environment that encourages personal growth and development, with opportunities to enhance their skills in customer support while contributing to innovative healthcare solutions. With a commitment to employee well-being and a focus on meaningful work, Neko Health stands out as a rewarding place to build a career in the health and wellness sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Representative - UK in London
✨Tip Number 1
Get to know the company inside out! Research Neko Health's mission and values, and think about how your experience aligns with their goals. This will help you connect on a personal level during interviews.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for members, being warm and clear is key. Role-play common customer scenarios with a friend to build confidence.
✨Tip Number 3
Show off your problem-solving skills! Prepare examples of how you've handled tough situations in the past. Highlight your ability to stay calm under pressure and resolve issues effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Neko Health team. Don’t miss out!
We think you need these skills to ace Customer Care Representative - UK in London
Some tips for your application 🫡
Show Your Empathy:When writing your application, let your empathy shine through. We want to see how you connect with customers and understand their needs. Share examples of how you've made a difference in someone's experience!
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that get straight to the heart of your experience and skills. Avoid jargon and make it easy for us to see why you're a great fit!
Highlight Multi-Channel Experience:Since you'll be handling support across various channels, mention your experience with email, phone, and social media. We love seeing how you've navigated different platforms to provide top-notch service!
Apply Through Our Website:Make sure to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Neko Health
✨Know the Company Inside Out
Before your interview, take some time to research Neko Health. Understand their mission of shifting healthcare towards prevention and how they use technology for early health insights. This will not only show your genuine interest but also help you align your answers with their values.
✨Showcase Your Empathy
As a Customer Care Representative, empathy is key. Prepare examples from your past experiences where you handled customer issues with care and understanding. Highlight how you made customers feel valued and heard, as this aligns perfectly with Neko's member-first approach.
✨Demonstrate Multi-Channel Experience
Be ready to discuss your experience across various support channels like email, phone, and social media. Share specific instances where you successfully managed bookings or resolved complaints through these platforms, showcasing your versatility and adaptability.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and judgement in high-pressure situations. Think about how you would handle escalated complaints or tricky customer interactions, and be prepared to articulate your thought process clearly.
