Customer Care Agent

Who we are

Numan is on a mission to make men healthier. We provide healthcare as men need it, and treat common health conditions with personalised plans that alleviate symptoms and fix root causes. We offer integrated care - including diagnostics, medication & supplements, 1-1 clinical care, and digital programs - in one digital platform, to help patients take control of their health.

Founded in 2018, we’re backed by top-tier investors and have already impacted the lives of hundreds of thousands of patients in the UK, and have created a category leading brand. We have ambitious plans and are expanding the team with talented people who are as excited about the mission as we are.

Your Mission at Numan

As one of our Customer Care Agents, you will be a key point of contact for our customers, solving problems and fostering a connection with them to build trust and affinity for the Numan brand. Our Customer Care team works under various shift patterns that may include weekends (e.g. Wed - Sun) so you’ll need to be comfortable with this. 

Key responsibilities

- Offering customers empathetic and personal service expected of the Numan brand.

- Solving queries on first contact as far as possible, always taking ownership of the customer’s problem.

- Working in Zendesk covering phone, chat  and email.

- Monitoring our social channels and review sites.

- Working closely with our pharmacy and clinicians to resolve patient queries.

- Keeping an accurate record of customer enquiries and complaints.

- Handling queries of a sensitive nature in a confidential and safe way.

- Sharing the voice of the customer with colleagues in the business and suggesting better ways to work.

- Confident to work with little supervision.

What you experience you bring

- You are someone who loves problem-solving and connecting with people. 

- You get satisfaction from providing excellent customer care and going the extra mile make someone happy.

- You have experience of, or a desire to work in a startup environment, with a small team and high levels of ownership with light process infrastructure.

- Ideally, you have Zendesk, Salesforce, Intercom or equivalent experience but if not, you are a tech savvy quick learner. 

- You have excellent English (written and spoken).

- You are passionate about health and wellness and want to make a difference in a fast paced, high growth company on a mission!

Values we share:

Mission led - You have a passion for and deep subject matter interest in health and wellbeing.

Highly empathetic and collaborative - You’ll be bringing togetherness and drive contribution. 

Low ego - The best technology leaders spend their time enabling teams to do their best work by providing context, direction and removing roadblocks.

Ownership - We win and lose together. This role requires candidates who are comfortable taking ownership and high levels of responsibility. We reward that with a highly autonomous way of working that empowers you and your teams.

What we can offer you:

-A competitive base salary 25 days holiday + bank holidays. Pro-rated to the FTC.

-A flexible working environment that allows you to make the biggest impact.

-A chance to help build a category-defining company that’s making a real difference in people’s lives.

-Health Insurance with HealthShield. This is a health cash plan paid for by the company. It also includes 24/7counselling support, EAP programme, 24/7 GP access, access to wellbeing app Thrive and further discounts on fashion, holidays, entertainment, car hire, health and beauty and your weekly shop via the reward platform MyPerks.

-Continuous learning - Books, online subscriptions and budget for workshops and conferences.

-Annual Learnerbly budget.

-Pension contribution.

-Cycle to work scheme and secure cycle area to keep your bike safe.

-Discount to our Numan products (also for family and friends).

-Free eye test.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status