• Respond to customer questions, concerns, and requests via chat, email, and tickets in a timely, courteous manner. • Guide customers through processes, including account management, gameplay, deposits, withdrawals, and bonus inquiries, ensuring clarity and satisfaction. • Resolve customer issues effectively on the first interaction (FTR) whenever possible to enhance the customer experience. • Escalate complex or sensitive issues to the Shift Leader or relevant department, following defined procedures to ensure quick resolutions. • Adhere strictly to the company’s Code of Conduct, maintaining professionalism, confidentiality, and integrity at all times. • Follow company quality standards, service protocols, and regulatory requirements to ensure a consistent and secure customer experience. • Stay updated on all product changes, service updates, and procedural improvements to ensure accurate and current information is provided to customers. • Meet and exceed performance metrics, including response time, handling time, CSAT (Customer Satisfaction), and FTR (First-Time Resolution).

We’re hiring a Junior Customer Support Associate to join our Customer Support Team, helping to drive improved member outcomes and engagement across our programme. We’re a leading digital health company partnering with the NHS to support people in making sustainable, long-term lifestyle changes. If you thrive in a self-starter, target-driven environment and enjoy meaningful conversations with people over the phone, this role could be a great fit for you. About the Role You’ll be part of a proactive outbound calls team focused on connecting with members at meaningful moments throughout their health journey. From welcoming new members into the programme, to checking in on progress such as weight readings, your role is to provide reassurance, encouragement, and practical support that helps people stay engaged and moving forward. You’ll work with a diverse range of members referred to Second Nature through trusted healthcare partnerships with the NHS and Vitality. Every conversation is a chance to build rapport, listen carefully, and respond thoughtfully, helping members feel understood, supported, and confident as they work towards lasting, positive change.

• Facilitate intake calls via video and audio, providing customer service and support to callers • Achieve satisfactory call quality, both behavioral and technical, as measured through call quality reviews • Log and track both calls and scheduling requests while servicing clients by typing notes into our proprietary system • Balances high-volume calls with essential administrative duties, ensuring all end-of-day reports are submitted • Demonstrates exceptional organizational skills by prioritizing urgent administrative requests alongside daily customer support functions • Cultivates a premium service environment for high-value clients as part of a Concierge Service Line • Delivering a ‘white-glove’ service experience with personalized attention and refined professional demeanor

Role Description We’re looking for a German-speaking Customer Support Specialist to join the team and provide high-quality support to our customers. In this role, you’ll handle customer queries and support requests, troubleshoot issues, and ensure timely, accurate resolutions. You’ll work across different communication channels, keep track of customer interactions, and collaborate with internal teams when needed. It’s a great opportunity for someone who enjoys problem-solving, working in a structured environment, and delivering a strong customer experience. Duties and responsibilities - Respond to customer inquiries via phone, email, chat, or ticketing systems, in line with service standards and response times - Log, categorise, and manage customer interactions using internal systems - Investigate and replicate reported issues where possible, documenting findings clearly - Escalate cases to the relevant internal teams based on impact and urgency - Keep customers updated on progress, next steps, and resolutions - Stay up to date with product features, updates, and known issues - Contribute to internal knowledge bases by identifying gaps or improvements - Manage workload effectively to meet service level expectations - Handle customer data in line with privacy and security guidelines - Support the team with additional tasks as needed Qualifications - Around 1+ year of experience in a customer support or similar role (or equivalent experience) - Fluent in German and comfortable supporting customers in both German and English - Strong communication skills, both written and verbal - Ability to follow processes and work in a structured environment - Good attention to detail when handling customer information - Able to manage tasks and prioritise effectively within set timelines - A proactive and customer-focused mindset Benefits - Cision Group Personal Pension Scheme - Life Assurance - Healthcare cash plan - Dental Insurance - Private Medical Insurance (For directors and above only) - Gym Subsidy - Cycle to Work - Discounted Dining - Virtual GP - Employee Assistance Programme (EAP) - Eye Care Test - Cision Global Charitable Giving Program - BenefitHub (Retail discounts)