Customer Support Executive

TN United Kingdom; Bournemouth; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Support Executive to join their dynamic team in Bournemouth. In this pivotal role, you will deliver exceptional customer experiences, assisting clients in maximizing the benefits of the Nourish Care platform. Your responsibilities will include managing support queries via chat, phone, and email, while fostering strong relationships with clients. This is an exciting opportunity to contribute to a company dedicated to revolutionizing the health and social care sector, all while enjoying a supportive work environment that values care, impact, and fun.

Benefits

25 days paid leave plus public holidays

Private Medical Insurance

Employee Referral Bonus Scheme

Enhanced Maternity Leave

Pension contributions

Birthday day off

Qualifications

• Experience in B2B SaaS or tech customer support is preferred.
• Eager for continuous learning in a fast-paced environment.

Responsibilities

• Respond to customer inquiries across support channels promptly.
• Build trust-based relationships with clients for business success.

Skills

Customer support experience

Organisational skills

Interpersonal skills

Communication skills

Proactive attitude

Job description

Job Title: Customer Support Executive

Join us at Nourish and experience a workplace where care, impact, and fun all come together.

Reporting To: Head of Customer Support

Location: Bournemouth

Job Type: Full Time, 37.5 hours a week

About Nourish

Nourish Care is a market leader providing digital solutions to the health and social care sector, enhancing the recording, analysis, and sharing of information. We are committed to revolutionising the care sector and improving lives, driven by our talented employees.

Job Overview

As a Customer Support Executive, you will deliver exceptional customer experiences, helping clients maximise our Nourish Care platform. You will handle support queries via chat, phone, and email, providing empathetic and effective solutions while building strong client relationships.

Responsibilities

1. Respond promptly to customer inquiries across support channels, ensuring satisfaction and efficiency.
2. Manage support requests by triaging and categorising, prioritising issues appropriately.
3. Resolve client questions and issues, aiming for first-time resolution.
4. Escalate complex issues to second-line support, ensuring smooth handovers.
5. Collaborate with internal teams to address customer feedback and needs.
6. Contribute to process improvements and knowledge sharing.
7. Develop expertise in the Nourish Care platform, providing empathetic support.
8. Build trust-based relationships with clients to support business success.
9. Support the team and contribute to company goals.
10. Work within a rota-based shift pattern, including some weekends and bank holidays, with on-call pay for bank holidays.

Required Experience

• Customer support experience, ideally in a B2B SaaS or tech environment.
• Proactive attitude with a desire to help customers succeed.
• Excellent organisational skills to manage multiple conversations and priorities.
• Comfortable in a fast-paced, evolving environment, eager for continuous learning.
• Strong collaboration and interpersonal skills.
• Clear, friendly, and professional communication skills.
• Initiative, common sense, and a drive for personal growth.

Key Performance Indicators

• Adherence to SLAs across support channels.
• Response times and response quality.
• First contact resolution rate.
• Customer Satisfaction scores and feedback.

Benefits

• 25 days paid leave plus public holidays; additional leave with service.
• Private Medical Insurance, Group Life Assurance, Optical Cover.
• Employee Referral Bonus Scheme, Enhanced Maternity Leave.
• Pension contributions, Employee Assistance Programme, Birthday day off.
• And more...

All positions are subject to background checks, references, and right to work verification. Nourish is an equal opportunities employer, embracing diversity in all forms.