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Customer Care Agent (6 month FTC)

Numan

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Posted over 30 days ago...

Join Numan's mission to transform healthcare and empower individuals as a Customer Care Agent

Overview

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London,

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Organisation summary:

Numan is an innovative global health company on a mission to empower personal health management. With over 200 team members, we provide integrated services including diagnostics, medications, supplements, and doctor consultations. Our platform is revolutionizing the way people approach their well-being, backed by robust values and top-tier investors. We're making a difference in the UK and are eager for passionate individuals to join our impactful journey.

Role Summary:Be the face of Numan, delivering empathetic customer service that aligns with our brand.Efficiently resolve customer queries, aiming for first contact resolution.Communicate across channels such as phone, messaging, social media, and email.Collaborate with our pharmacy and clinicians to address patient needs.Maintain precise records of customer interactions and contribute to improving processes.

Role Requirements:Genuine passion for problem-solving and customer engagement.Experience or interest in startup environments.Experience with customer service platforms like Intercom or Salesforce is ideal, but tech-savviness and willingness to learn are essential.Fluent in English, both written and spoken.

Benefits:

  • Share options and competitive pension contributions.
  • 25 days holiday plus bank holidays, increasing with tenure.
  • Vitality Health insurance and enhanced parental leave.
  • Access to therapy, financial planning, and a variety of discounts.
  • Flexible working options, dog-friendly office, and professional development budget.
  • Gym membership, office snacks, cycle to work scheme, and product discounts.
  • Opportunity to contribute to the community through paid volunteering.

About Numan 

Founded in 2018, we’ve already grown to be a 200+ team distributed across the globe united by a singular mission: empowering people to take control of their health.

Numan is transforming health: we’ve built a cutting-edge platform that integrates diagnostics, medication, supplements, digital programmes, and doctor consultations. Giving people the tools they need to shake off inertia, seize control of their health, and make the most of it. 

To deliver on our transformative mission, we are guided by our 5 company values: 

• Patients first.

• Deliver sustainable results at speed.

• Own the quality.

• Succeed together.

• Care deeply.

Backed by top-tier investors, Numan is already having a positive impact on hundreds of thousands of patients here in the UK, and we want you to help us deliver this mission!

The role

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.

You’ll be:

  • 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 Intercom covering phone, messaging, social channels and email
  • 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
  • Able to work with little supervision

We’re looking for someone who:

  • Loves problem-solving and connecting with people. 
  • Gets satisfaction from providing excellent customer care and going the extra mile to make someone happy.
  • Has 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, have experience with Intercom, Salesforce, Intercom or equivalent experience but if not, you are a tech savvy quick learner. 
  • Has excellent English (written and spoken).

Our benefits include..

📈  -  Share options.

🏖  -  25 days holiday, plus bank holidays (increasing to 30 the longer you stay with Numan). 

🩺  -  Health insurance with Vitality.

🧸  -  Enhanced maternity and parental leave. 

💼  -  Employee assistance programme (access to therapy, financial planning and discounts).

⚖️  -  Generous pension (includes both employee and employer contributions).

💻  -  Flexible working options, including a dog friendly office in Farringdon. 

📚  -  Personal training and development budget via Learnerbly. 

👟  -  Gympass membership, giving you access to over 2,000 locations in the UK. 

☕️  -  Free office snacks including breakfast items, soft drinks, tea and coffee.

🚲  -  Cycle to work scheme.

%   -  Discount to Numan products for your friends and family.

🤲  -  Paid volunteering days. 

📅  -  An additional 2 weeks off once you reach your 5th anniversary with Numan.

Diversity at Numan

At Numan, people are at the heart of who we are. We recognise and value the unique perspectives and experiences that individuals from all backgrounds bring.

We promote innovation and creativity, enabling us to tackle things from various viewpoints and are committed to equal opportunities and continuously strive to create a workplace where everyone feels respected, heard, and valued.

Embracing diversity isn't just our goal; it's our strength, driving us towards a more inclusive future.

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