Customer Support Agent

Adecco; Bristol; Remote; GBP 40,000 - 60,000; Full time

Job summary

A prominent employment consultancy is seeking a Customer Support Agent to join their dynamic Booking Hub team. This role involves providing frontline support to patients and families in need of mental health services. Candidates should have at least three years of experience in customer-facing roles and possess strong interpersonal skills. Benefits include flexible working opportunities and comprehensive paid holiday.

Benefits

25 days paid holiday

Healthcare Cash Plan

Flexible working opportunities

Qualifications

• Minimum 3 years' experience in a customer-facing or support role.
• Proven ability to remain composed and compassionate under pressure.
• Experience using databases and managing confidential information responsibly.

Responsibilities

• Provide frontline support to patients via telephone, email, and live chat.
• Handle enquiries with empathy and professionalism.
• Book appointments and coordinate care in line with clinical requirements.

Skills

Strong interpersonal and communication skills

Ability to handle pressure

Empathy

Tools

Salesforce

Job description

Customer Support Agent

Are you passionate about delivering frontline support to patients, carers, and professionals? If so, we have the perfect opportunity for you to play a key role in supporting one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for.

We're looking for Customer Support Agents to join our dynamic Booking Hub team, the first point of contact for individuals and families seeking help, often in difficult moments.

Location: Work from home

Pay Rate: £13.19 per hour

Benefits: 25 days paid holiday (increasing with service to 28 days) plus bank holidays, Healthcare Cash Plan, Benefits Platform, Life Assurance, Discount Vouchers, Flexible working opportunities, Opportunities to take part in charitable events, Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Working Hours: Full-time 35 hours/week, Monday to Friday (9am - 5pm), 5 days/week

Initial Training Period: 3 weeks training (remote - virtual)

Job Description

Our client is one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for. We're looking for Customer Support Agents to join our dynamic Booking Hub team, you will be the first point of contact for individuals and families seeking help, often in difficult moments.

This is a fantastic opportunity for individuals who are naturally empathetic, calm under pressure, and thrive in high-volume, fast-paced environments! You'll need to be resilient, self-motivated, and accountable, someone who brings both heart and focus to every conversation.

Responsibilities

• Provide frontline support to patients, carers, and professionals via telephone, email, and live chat.
• Handle enquiries with empathy, professionalism, and efficiency - even during busy periods.
• Book appointments and coordinating care in line with clinical requirements.
• Maintain accurate and timely records in our systems (e.g., Salesforce).
• Recognise and appropriately escalate safeguarding concerns or service disruptions.
• Work collaboratively with colleagues and supporting team cover to ensure service continuity.
• Provide accurate and clear service information for patients and their family/carers where appropriate, and in a friendly, efficient and courteous way.

Requirements

Essential:

• Minimum 3 years' experience in a customer-facing or support role.
• Proven ability to remain composed and compassionate under pressure.
• Strong interpersonal and communication skills - both written and verbal.
• Experience using databases and managing confidential information responsibly.
• A personal sense of accountability and commitment to quality.

Desirable:

• Knowledge of mental health or healthcare environments.
• Experience with Salesforce or similar CRM systems.
• An understanding of safeguarding and sensitive issue handling.

Diversity and Inclusion

Our client is committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.