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)

Role Description This is not a traditional customer service role; it is a dynamic coordination and dispatch position. The Customer Experience & Scheduling Specialist manages the entire client journey, from the initial inquiry through to the strategic optimization of the daily grooming calendar. The successful candidate will act as a central hub, making real-time decisions that balance groomer productivity with an exceptional customer experience. This role requires a "business owner" mindset. Key Responsibilities - Strategic Scheduling & Logistics: - Manages daily grooming schedules to ensure a perfect balance between efficiency and quality. - Organizes appointments geographically to minimize travel time and maximize the number of pets served. - Spaces appointments appropriately to ensure groomers have the time needed to maintain high safety and grooming standards. - Client Experience & Communication: - Serves as the primary point of contact via phone, text, and email, handling all inquiries with a natural, unscripted, and professional tone. - Guides customers through service selection and provides accurate quotes based on pet needs. - Resolves scheduling conflicts, customer questions, and changes in a calm, composed manner. - Operational Support: - Proactively communicates with groomers throughout the day to support field operations. - Maintains meticulous customer and pet records, including specific grooming preferences and behavioral notes. - Ensures no double-bookings occur and that all logistical details are audit-ready and accurate. Qualifications - Fluent English with the ability to handle complex conversations without a script. - Minimum of 2 years in scheduling, logistics, or high-touch customer coordination. - Highly comfortable with CRM systems, scheduling tools, texting platforms, and Google Calendar. - A self-starter who takes extreme ownership of their shift and can work independently without micromanagement. Key Competencies - Absolute precision in note-taking and calendar management. - Ability to stay calm under pressure and de-escalate upset clients. - A proven track record of punctuality and completing tasks without reminders. Preferred Skills (Nice-to-Have) - Previous experience in the pet industry, veterinary services, or professional grooming. - Background in route optimization or field service scheduling (e.g., HVAC, plumbing, or cleaning services). - Sales or upselling experience (recommending add-ons or encouraging rebookings). Application Disclaimer: Please Read Before Proceeding - Voice/Video Recording is REQUIRED. Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified. - Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. - To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. - All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.