Role Description This is an opportunity to step into a high-impact leadership role where you will shape how centralised support is delivered across the business. You will lead a capable team, influence service standards, strengthen branch support and help deliver a more consistent, efficient and customer-focused experience. - Lead a function that directly improves branch support and customer outcomes - Take ownership of process improvement, service quality and team capability - Work across a broad scope spanning customer support, online support, service administration and warranty - Join a collaborative business where your leadership can make an immediate difference As Customer Support Manager, you will lead the Customer Support Specialist and Centralised Support Officer functions across the business. You will be responsible for coordinating centralised branch support across parts ordering, parts advice, sales support, online sales administration, customer communication, service administration and warranty support. This role is ideal for a strong people leader who can balance operational support, process improvement and customer experience while building consistency across a multi-branch environment. - Lead and coordinate the Customer Support Specialist and Centralised Support Officer teams - Provide day-to-day direction, workload coordination and coaching across functions - Support branches with timely, accurate and commercially sound advice and administration - Drive consistency across customer support, online support, service administration and warranty processes - Strengthen service standards, responsiveness and customer experience outcomes - Identify and implement process improvements that improve efficiency and branch support - Partner with branch leaders and stakeholders to align priorities and service delivery - Monitor performance across support quality, claim recovery, work in progress and administration outcomes Qualifications - Experience in customer support, parts operations, service administration, warranty administration or a similar branch-based environment - Demonstrated success leading teams and coordinating outcomes across multiple branches or service channels - Strong understanding of branch support processes and customer service expectations - The ability to build capability, provide direction and maintain high support standards - Strong stakeholder management, communication and organisational skills - A customer-focused mindset, commercial awareness and attention to detail - Confidence using Microsoft Office and relevant business systems Benefits - Purchased Leave, Paid Parental Leave, and Flexible Work Arrangements - Salary Packaging, including novated leasing and remote living allowances - A dedicated HR and Training team to help you grow your knowledge and career - Access to Health and Wellbeing programs, including our Employee Assistance Program (EAP) - A rewarding Rewards and Recognition program

Role Description Somos una empresa que ofrece servicios médicos a viajeros. Como Operador/a de Atención al Cliente, serás el primer punto de contacto para nuestros pacientes y clientes, brindando una atención cercana y eficiente. - Agendar teleconsultas en nuestra plataforma para los pacientes que soliciten el servicio. - Atender llamadas telefónicas de pacientes y clientes. - Responder mensajes de WhatsApp y correos electrónicos. - Brindar información sobre nuestros servicios, disponibilidad, estado de los casos y gestionar incidencias o quejas. - Derivar al equipo médico aquellas consultas que requieran una valoración exclusivamente médica. - Residir en cualquier país de Latinoamérica. - Poder trabajar como freelancer (trabajador independiente). - Disponibilidad para trabajar turnos de 8 horas en uno de los siguientes horarios (hora de Madrid): - 11:00 a 19:00. - 19:00 a 02:00. - Disponibilidad para trabajar de lunes a domingo, con un esquema de 5 días de trabajo y 2 días libres rotativos. - Contar con un ordenador y audífonos con micrófono. - Excelentes habilidades de comunicación, organización y orientación al cliente. - El inglés no es indispensable, pero será muy valorado. - Trabajo 100 % remoto. - Formación completa antes de comenzar. - Acompañamiento continuo por parte de un equipo de profesionales que te ayudará durante todo el proceso de aprendizaje. - Oportunidad de desarrollar experiencia en atención al cliente dentro del sector sanitario internacional. Qualifications - Excelentes habilidades de comunicación, organización y orientación al cliente. - El inglés no es indispensable, pero será muy valorado. Requirements - Residir en cualquier país de Latinoamérica. - Poder trabajar como freelancer (trabajador independiente). - Disponibilidad para trabajar turnos de 8 horas. - Contar con un ordenador y audífonos con micrófono. Benefits - Trabajo 100 % remoto. - Formación completa antes de comenzar. - Acompañamiento continuo por parte de un equipo de profesionales. - Oportunidad de desarrollar experiencia en atención al cliente dentro del sector sanitario internacional.

• Deliver excellent customer service across phone, email and internal systems • Communicate professionally and empathetically with customers, including vulnerable individuals • Accurately maintain customer records and complete a range of administrative tasks • Follow established processes, service standards and timescales • Handle sensitive information confidentially and comply with GDPR and other requirements • Identify and escalate safeguarding concerns in line with company procedures • Work collaboratively with colleagues and adapt to changing priorities • Contribute to service improvements and report activities

• Manage and resolve customer complaints, supporting branch teams. • Provide administrative and technical support to the Customer Care Manager and Director. • Manage the Customer Care email inbox, allocating emails with a colour coding system. • Review complaints and refer cases to a Regional Director for prompt response. • Accurately record complaints and ensure all Service Level Agreements are met. • Respond promptly to the Customer Care phone line in a professional manner. • Hold video meetings with senior staff regarding Stage One complaints.