At a Glance
- Tasks: Be the friendly voice for our members, providing support across multiple channels.
- Company: Join MissionNeko, a pioneering health tech company focused on preventative care.
- Benefits: Competitive salary, flexible working hours, and opportunities for personal growth.
- Other info: Dynamic team environment with a focus on innovation and member satisfaction.
- Why this job: Make a real difference in people's lives by helping them access better health.
- Qualifications: 2+ years in customer support with excellent communication skills.
The predicted salary is between 31500 - 38500 £ per year.
MissionNeko is redefining what prevention means, from treating illness when it arrives, to sustaining health before it's ever at risk. Our mission: make data-driven, preventative care accessible to more people, before symptoms appear. In a single, non-invasive visit under an hour, proprietary technology and direct clinical care combine to deliver personalised, actionable insights. It's a team that thinks in 10x, not 10%. Every role here plays a part in building a world where prevention is the norm, and where your work genuinely helps people live longer, healthier lives.
Role Purpose
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
Customer Care Specialist - UK in London employer: Neko Health
At Neko Health, we are not just redefining preventative care; we are creating a vibrant work culture that prioritises employee growth and meaningful contributions. As a Member Experience Training & Quality Coordinator, you will be at the forefront of our mission, delivering impactful training and quality assurance while enjoying a supportive environment that fosters innovation and collaboration. With opportunities for professional development and a commitment to inclusivity, Neko Health is an exceptional employer for those looking to make a real difference in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Specialist - UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Neko Health. 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 Neko Health 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 Care Specialist - UK in London
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 Neko Health:Your cover letter is your chance to shine! Tell us why you want to work at Neko Health 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 Neko Health!
How to prepare for a job interview at Neko Health
✨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.
