At a Glance
- Tasks: Support customers in achieving their goals with our innovative care solutions.
- Company: Join Nourish, a tech company dedicated to improving lives in the social and health care sector.
- Benefits: Enjoy 25 days annual leave, private medical insurance, and career growth opportunities.
- Other info: Embrace a culture of learning and collective effort in a fast-paced environment.
- Why this job: Make a real impact on people's lives while working in a dynamic, supportive team.
- Qualifications: 1-3 years in a customer-facing role with strong communication and collaboration skills.
The predicted salary is between 30150 - 36850 £ per year.
Our Purpose: A Better Life for Everyone. Nourish is not simply a technology company; we are a digital partner for the social and health care sector rooted in human connections, with the person being supported at its core. We offer a range of co-produced software solutions tailored to the unique challenges of care, while still being flexible enough to meet the specific needs of each individual service we work with.
Location: Bournemouth (Hybrid)
Job Type: Full Time 37.5 hours a week
Our Ecosystem: At Nourish, you will contribute to a sophisticated ecosystem that includes:
- Technology that impacts a million people every day: Our core products are used by over 425,000 carers to support 417,000+ individuals.
- The Nourish Partnership Programme (NPP): A sector leading programme that manages strategic integrations with third party systems to ensure seamless data syncing and interoperability across the care journey.
Our Culture & Values: We Look For People Who Align With The Way We Work. If You Join Us, You Are Joining a Culture Defined By:
- Making a Difference: We remember who we serve. We are passionate about making a meaningful, positive impact on the lives of carers and those we support.
- Agility: We continuously refine and adapt. There is no room for complacency here; we are driven to constantly review and improve our products and processes.
- Collective Effort: We help each other out because we know that when one person wins, we all win. It's 'all hands on deck', everyone is in it together.
- Every Person Counts: We treat everyone as a very significant part of our community. We welcome people being their true and authentic selves and value the diverse perspectives they bring.
- Openness to Learning: We believe no question is a silly question and all insights are valuable. Mistakes are part of the improvement process; we dust ourselves off and begin again.
The Team & Role: As a Customer Success Manager at Nourish, you will play a pivotal role in ensuring our customers achieve value from our solutions. You will care deeply about our relationships with customers, working collaboratively with them to understand and fulfil their needs. You will support a pooled portfolio of customers alongside a team of like-minded people, delivering fast, high-quality interactions that meet SLAs and drive exceptional customer satisfaction.
This role suits someone who thrives in a dynamic environment, enjoys working closely with peers in a shared workflow, and is always ready to jump in and support the team. As well as opportunities for renewals, you will identify growth opportunities, helping customers use Nourish in the best way possible and get real value from our solution. To do this, you will work cross-functionally with different teams and stay data-driven throughout.
Key Responsibilities:
- Manage customer requests from a pooled queue whilst meeting or exceeding SLAs for response, resolution and follow up.
- Maintain a high standard of customer experience with every interaction.
- Support customers in adopting products or services effectively to achieve their goals.
- Gather customer insights and feedback to help drive product and process improvements.
- Ensure that all customers receive the correct level of engagement with Nourish, based on their type of organisation.
- Work closely with colleagues performing similar roles to ensure coverage, consistency and a seamless customer journey.
- Embrace a team mindset, fostering a positive, supportive working environment, sharing knowledge and contributing to team initiatives.
- Negotiate renewals and expanded use of our services, working with the Sales team as appropriate.
- Contribute to improving both internal and customer-facing processes with a view to improving customer experience.
- Build your personal profile and domain knowledge within the sector.
- Ensure complete and accurate recording of customer data in our CRM system.
- Work cross-functionally with sales, product and support teams to deliver an outstanding customer experience.
Requirements:
- Experience: 1 to 3 years in a customer facing role (Customer Success, Customer Support, Service Desk, Inside Sales/SDR) in a high volume environment, ideally for a fast growing business. Proven ability to meet SLAs and operate within structured queues, with experience using CRM or ticketing tools and basic data literacy, reading dashboards and spotting trends.
- Skills & Approach: Strong multi-channel communication (email, chat, phone/video) with clear written records in tickets and CRM notes. Demonstrable team collaboration, a proactive and collaborative mentality, and excellent time management with the ability to handle multiple accounts and assignments at once.
- Mindset: A process mindset, able to design effective ways of working for the team. Comfortable with change and confident working in a fast-paced setting. Remains curious, asks questions and seeks the best outcomes. Has the intellect to solve problems and find a way to achieve goals. A strong work ethic, always able to organise effectively, work within a team and take accountability for their own actions and results. A consultative approach, with excellent active listening skills, a humble style and a willingness to learn.
- Sector Interest: A passion for how we care for people in society, whether from work experience or personal life. What matters is feeling connected to Nourish's goal of making care better. A quick learner, able to work effectively in a constantly evolving scale-up environment, and willing and able to travel.
Nourish Benefits:
- Annual Leave: 25 days basic + Public Holidays + an extra day for your Birthday.
- Service Related Leave: 1 extra day for each completed year of service (up to 5 additional days).
- Health & Wellbeing: Private Medical Insurance (including a personal health fund), Health & Wellbeing platform with 24/7 GP access, and an Employee Assistance Programme (EAP).
- Family & Security: Enhanced Maternity Leave, Group Life Assurance, and Pension Contribution.
- Growth & Connection: Regular career reviews, Referral Bonus schemes, and social events throughout the year.
All positions at Nourish are subject to a satisfactory Enhanced Disclosure and Barring Service (DBS) check, references, and receipt of 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.
Join us at Nourish and experience a workplace where care, impact, and fun all come together.
Customer Success Manager - Scale Team in Bournemouth employer: Nourish Care
Nourish is an exceptional employer that fosters a dynamic and inclusive work culture, perfect for those looking to thrive in the fast-paced SaaS industry. With flexible hybrid or remote working options, employees enjoy a healthy work-life balance while engaging in meaningful projects that promote professional growth in areas like data protection and regulatory compliance. The collaborative environment encourages interaction with various departments, ensuring that every team member's contributions are valued and impactful.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - Scale Team in Bournemouth
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Nourish Care. 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 Nourish Care 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 Success Manager - Scale Team 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 Nourish Care:Your cover letter is your chance to shine! Tell us why you want to work at Nourish Care 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 Nourish Care!
How to prepare for a job interview at Nourish Care
✨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.
