Hybrid 2nd Line Support Analyst — Data-Driven & Proactive

Nurtur; East Midlands; Hybrid; GBP 25,000 - 39,000; Full time

Benefits offered by this job

25 days holiday

Bank holidays

Perkbox

Health Shield cash plan

Death in Service

Company Sick Pay

Bike to Work

Job summary

Nurtur is seeking a Customer Support Analyst for our Little Eaton office near Derby. You will respond to escalated questions and those received via calls, emails and live chat, resolving issues and ensuring customers have the information needed to progress their queries.

You will mentor Tier 1 Agents, escalate unresolved items promptly, and keep customers updated at every step. Hybrid working is available after probation, with standard hours and a supportive team culture.

Qualifications

• Excellent communication skills across phone, email, and live chat.
• Strong understanding of customer service principles.
• SQL querying required; HTML/CSS knowledge is a plus for problem solving.

Responsibilities

• Respond to escalated queries from Customer Support Pods and via calls, emails, and live chat.
• Provide clear information and resolve customer issues to move queries forward.
• Mentor Tier 1 Agents and escalate outstanding queries promptly while keeping customers updated.

Skills

Great communicator

Customer service

SQL querying

HTML/CSS basics

Independent worker

Team player

Proactive

Curiosity/learn

Job description

Nurtur is seeking a Customer Support Analyst for our Little Eaton office near Derby. You will respond to escalated questions and those received via calls, emails and live chat, resolving issues and ensuring customers have the information needed to progress their queries.

You will mentor Tier 1 Agents, escalate unresolved items promptly, and keep customers updated at every step. Hybrid working is available after probation, with standard hours and a supportive team culture.