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 dedicated to continuous improvement and client happiness.
- Why this job: Make a real impact on customer satisfaction while growing in a dynamic tech environment.
- Qualifications: Experience in customer support and a proactive, positive attitude are essential.
The predicted salary is between 25000 - 30000 £ per year.
Reporting To: Head of Customer Support
Location: Bournemouth
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 dedicated to our purpose of a better life for everyone.
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.
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 SLAs (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 all channels.
- 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 create a diverse and make Nourish a special place to work.
Customer Support Executive in Bournemouth employer: Nourish Care
Nourish Care is an exceptional employer that fosters a collaborative and innovative work culture, particularly in the vibrant city of Bournemouth. With a strong focus on employee growth, we offer ample opportunities for professional development and the chance to make a meaningful impact in the care sector. Our hybrid working model ensures flexibility, allowing you to balance your personal and professional life while contributing to our mission of transforming care delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Executive in Bournemouth
✨Tip Number 1
Get to know the company inside out! Research Nourish Care's products and values so you can speak confidently about how you can contribute to their mission during your interview.
✨Tip Number 2
Practice your problem-solving skills! Think of common customer support scenarios and how you'd handle them. This will help you shine when discussing your approach to customer queries.
✨Tip Number 3
Show off your communication skills! Be ready to demonstrate how you can build strong relationships with clients, as this is key for a Customer Support Executive role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed and shows your enthusiasm for joining the Nourish team.
We think you need these skills to ace Customer Support Executive in Bournemouth
Some tips for your application 🫡
Show Your Customer Support Skills:Make sure to highlight any previous experience in customer support, especially in a B2B SaaS or tech environment. We want to see how you've helped customers succeed and resolved their issues effectively!
Be Clear and Friendly:When writing your application, keep your tone friendly and professional. We love clear communication, so make sure your writing reflects that! Show us your personality while keeping it polished.
Tailor Your Application:Take the time to tailor your application to the specific role. Mention how your skills align with our needs, like managing multiple conversations or working in a fast-paced environment. We appreciate when candidates do their homework!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Nourish Care
✨Know the Product Inside Out
Before your interview, take some time to familiarise yourself with the Nourish Care platform. Understand its features and benefits, as well as common customer queries. This will not only help you answer questions confidently but also show your genuine interest in the role.
✨Showcase Your Problem-Solving Skills
Prepare examples from your past experiences where you've successfully resolved customer issues. Highlight your ability to think on your feet and provide quick, effective solutions. This is crucial for a Customer Support Executive, so make sure to emphasise your problem-solving prowess.
✨Demonstrate Empathy and Communication Skills
During the interview, practice active listening and respond thoughtfully. Show that you can communicate clearly and professionally, both verbally and in writing. Remember, this role is all about building strong relationships with clients, so let your friendly personality shine through!
✨Be Ready for Role-Playing Scenarios
Expect to engage in role-playing exercises during the interview. These scenarios may involve handling customer queries or resolving issues. Approach these exercises with a positive attitude, demonstrating your ability to manage multiple conversations and prioritise effectively under pressure.
