Job Title: Customer Success Advisor
Location: Glasgow (Hybrid – 3 days per week in the office)
Job Type: Full Time, Permanent
Department: Customer Care
Who we are:
At Safehinge Primera we have a clear purpose;
Together we design for good.
We help protect people through vulnerable times.
We’re no start-up. We are an established, profitable, market-leader, supplying into 70% of NHS Trusts with the business growing quickly in the UK, USA and Australia. We are three times winner of the Design in Mental Health - Best Product award.
We envisage, design and deliver innovative products, which dramatically improve people’s lives in challenging buildings such as schools, hospitals and mental health facilities. Our designs make a positive difference.
We’ve got a track record of success designing and delivering best in class products that improve lives. We have grown significantly in the last three years and our aim is to reach £30m of global revenue in the next three years and increase our impact; through profitable growth we can help more people through vulnerable times.
Since launching just 10 years ago we have grown significantly both financially and operationally and now deliver our products in three continents. Growth is a continuing feature within our business, powered by our purpose to increase our impact; through profitable growth we can help more people through vulnerable times.
We are a fast-growing company who continually set the bar high for ourselves. We’re committed to continuously raising the standard of the sectors in which we operate. Importantly we do this together, as a team.
Role Summary
As the Customer Success Advisor, you’ll be the go-to expert for managing customer quality concerns, identifying trends, and collaborating with cross-functional teams to enhance our products and services. You’ll lead the customer support function, ensuring timely, effective, and sustainable solutions.
Key responsibilities:
Customer Support & Resolution
* Manage and resolve customer tickets through root cause analysis, ensuring long-term fixes and high satisfaction.
Service Coordination
* Ensure job sheets for service engineers are completed with precision and completeness, enabling smooth field operations.
Customer Advocacy
* Represent the voice of the customer across internal teams, ensuring feedback is integrated into product development.
Product & Process Improvement
* Collaborate with Product Owners, Engineering, and Business Units to address product issues, streamline processes, and reduce costs.
Data-Driven Insights
* Monitor and report on product performance, service metrics, and cost-efficiency. Use analytics to drive continuous improvement.
Testing & Quality Assurance
* Ensure ITIL-aligned testing practices are followed, contributing to product reliability and improvement.
Documentation Excellence
* Maintain and enhance product documentation to reduce support tickets, site visits, and recurring issues.
Cross-Team Collaboration
* Work closely with the Customer Success Team Lead, Technical Support Manager, and Customer Success Manager to achieve departmental goals.
What you’ll bring
At Safehinge Primera we look for people who will add to our organisation and align with our Purpose and Values. Your experience, skills and competencies will include:
* Experience in customer support or quality management, ideally in a technical or product-focused environment.
* Strong analytical skills, including root cause analysis and CAPA methodologies.
* Familiarity with tools like Google Workspace and Odoo.
* Excellent communication skills, with the ability to translate technical issues for non-technical audiences.
* A proactive mindset focused on cost-efficiency and continuous improvement.
What we’ll offer
● Competitive salary
● Death in Service
● Enhanced company sick pay
● Annual leave increases with length of service
● Cycle to Work + Electric Vehicle salary sacrifice
● The opportunity to develop and grow your career within a fast-growing SME
● Discount gift cards
● Peer recognition programme
● Working hours for this role are Monday – Friday, 9am until 5.30pm
(flexible working arrangements are available)
Please note that we’ve detailed the key responsibilities and output required from the role. As we’re a dynamic and fast-moving organisation, this is not a definitive summary and responsibilities may change and evolve.
At Safehinge Primera, we’re more about the team than the title. We welcome applications from all sections of the community and people from all backgrounds. We're committed to building an inclusive workplace that promotes and values differences, where everyone from any background can do their best work.
If you think you've got the passion and skills to help us achieve our vision of serving the mental health sector with the world’s best products and services, then we’d love to hear from you!
Salary: £30,000 - £32,000
Closing Date: Friday 4th July