Customer Support Agent - Remote- Full Time

Imrandd Ltd; United Kingdom; Remote; GBP 22,000 - 27,000; Full time

Benefits offered by this job

Healthcare Cash Plan

Discount Vouchers

Life Assurance

Wellbeing portal & EAP

Birthday day off

Remote-first

Job summary

Clinical Partners in the United Kingdom is seeking a Customer Support Agent to join our remote-friendly Hub team. You will be the first point of contact for patients, carers and professionals, delivering empathetic assistance via phone, email and live chat.

You will handle enquiries, book appointments, maintain records (Salesforce) and escalate safeguarding or service issues as needed. The role requires at least 3 years of customer-facing experience, a calm, resilient approach, and a commitment

Qualifications

• Minimum 3 years' customer-facing or support experience, preferably in remote KPI-driven environments.
• Ability to stay composed and compassionate under pressure.
• Strong written and verbal communication skills.
• Experience with databases and handling confidential information responsibly.
• Personal accountability and commitment to quality.

Responsibilities

• Provide frontline support via telephone, email and live chat.
• Book appointments and coordinate care per clinical requirements.
• Maintain accurate records in Salesforce and other systems.
• Escalate safeguarding concerns or service disruptions as needed.
• Collaborate with team to ensure service continuity.
• Deliver clear, friendly, and efficient information to patients and carers.

Skills

Customer-facing experience

Empathy under pressure

Communication skills

Data handling / confidential

CRM / databases

Tools

Salesforce

Job description

Customer Support Agent- remote

At Clinical Partners, one of the UK's leading providers of mental health services, we believe in making every patient feel heard, supported, and cared for.

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

This role is ideal 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.

Accountabilities and Deliverables

• 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 escalat 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.
• When necessary, support the Clinical Partners Operations and Governance teams in the coordination of sensitive matters relating to patient safeguarding, accident, data incident, complaints and concerns processes as specified in the relevant Clinical Partners policies.

Skills and Experience

Essential:

• Minimum 3 years' experience in a customer-facing or support role ideally in a remote, KPI-driven work environment.
• 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.

Remuneration and Benefits

• £24,500 annual salary DOE
• 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
• A day off for your birthday.
• Healthcare Cash Plan
• Benefits Platform
• Life Assurance
• Discount Vouchers
• Opportunities to take part in charitable events
• Access to a Wellbeing portal and Employee Assistance Programme (EAP)

This is a full-time, permanent role with 7 working hours + one-hour lunch break per day (35 working hours per week), working on a Rota-basis to cover hours between 8:00am and 6:00pm, Monday to Saturday. Remote-first position; however, you must be based in the United Kingdom and have the right to work to be considered.

Equal Opportunities Employer

At Clinical Partners we are 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.

DBS Check Requirement

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.