Role: Client Support Officer

Location: Remote

Reports to: Client Support Team Lead

Salary: £25,000 per annum

Overview

ProblemShared is seeking an experienced client support officer to join the Customer Service team. We are looking for a motivated individual who wants to work in a high-performance team at a scaling health technology company and have responsibility for driving our business growth from day one.

We are looking for a motivated individual who wants to work in a high-performance team at a scaling health technology company with a client-centred approach.

Company Overview

ProblemShared is a key innovator in the rapidly expanding field of digital mind health.

We are a practitioner-led, CQC-regulated, digital mind health provider, working with a community of expert practitioners to broaden access to the highest quality care for people across the UK. By leveraging technology, we aim to provide scalable and personalized solutions that enhance mental well-being and bridge gaps in mental healthcare delivery.

We work in partnership with institutions such as the NHS, insurance companies and universities to deliver therapy, psychiatry, neurodevelopmental assessments and post diagnosis care for adults, children and young people.

At ProblemShared we don’t just look at your CV. We’re more passionate about who you are and your potential. We also know that everyone has a life outside work, so we’re happy to discuss flexible working. We embrace difference and individuality and are proud to be equal opportunity employer.

Requirements

Key Responsibilities:

Support the operations team by serving as the first point of contact for our clients and community of practitioners.
Assist clients in completing their enrolment journey by proactively reaching out.
Monitor Zendesk for practitioner and client enquiries, providing prompt support when necessary.
Develop a comprehensive understanding of the ProblemShared platform, internal processes, and systems.
Identify trends in feedback and issues, collaborating with the Operations Team to enhance platform functionality and strategy.
Escalate concerns and issues to the Operations Team efficiently.
Utilize feedback and initiative to improve current processes.

Knowledge, Skills & Experience:

Proven experience in a customer-facing role.
Clear, professional, warm, friendly, and informative communication style (both verbal and written).
Experience with Zendesk is desirable.
Excellent computer skills and the ability to learn new software quickly.
Strong multi-tasking and organizational skills.
Critical thinking and problem-solving abilities.
Thrive in a dynamic, collaborative environment and adapt to an evolving company, team, and role.
Self-motivated and comfortable with remote working, balancing independent workload and time management with collaboration across different locations.

Must have the right to work in the UK and be based in the UK.

Please note we may close the application early, if we get an overwhelming response to the role.

No matter who you are, where you’re from, who you love, follow in faith, disability status, ethnicity or the gender you identify with, you're welcome at ProblemShared. If you have any requests or requirements to support you throughout any part of the interview process or thereafter, please do let us know!

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