Overview
Customer Support Agent - Part-Time
Are you passionate about delivering frontline support to patients, carers, and professionals?
We are a leading provider of mental health services in the UK. We are looking for Customer Support Agents to join our Booking Hub team, the first point of contact for individuals and families seeking help, often in difficult moments.
Location: Work from home
Pay Rate:
* £13.19 per hour
Benefits include: 25 days paid holiday (increasing with service to 28 days) plus bank holidays
Working Hours:
* Part-time 20 hours/week
* Monday to Friday (11am - 3pm)
* 5 days/week
Initial Training Period: 3 weeks training (remote - virtual)
Our client is one of the UK's leading providers of mental health services, and we are seeking Customer Support Agents to join our Booking Hub team. You will be the first point of contact for individuals and families seeking help, often in difficult moments.
This role is ideal for individuals who are naturally empathetic, calm under pressure, and thrive in high-volume, fast-paced environments. You should be resilient, self-motivated, and accountable, bringing both heart and focus to every conversation.
What You'll be Doing
* Provide frontline support to patients, carers, and professionals via telephone, email, and live chat.
* Handle enquiries with empathy, professionalism, and efficiency, even during busy periods.
* Book appointments and coordinate care in line with clinical requirements.
* Maintain accurate and timely records in our systems (e.g., Salesforce).
* Recognise and escalate safeguarding concerns or service disruptions as appropriate.
* Work collaboratively with colleagues and supporting team cover to ensure service continuity.
* Provide accurate and clear service information for patients and their family/carers in a friendly, efficient, and courteous way.
* Support the Clinical Partners Operations and Governance teams in coordinating sensitive matters related to patient safeguarding, accidents, data incidents, complaints, and concerns processes as specified in relevant policies.
What We're Looking For
Essential:
* Minimum 3 years' experience in a customer-facing or support role.
* Proven ability to remain composed and compassionate under pressure.
* Strong interpersonal and communication skills in written and verbal form.
* Experience using databases and managing confidential information responsibly.
* A personal sense of accountability and commitment to quality.
Desirable:
* Knowledge of mental health or healthcare environments.
* Experience with Salesforce or similar CRM systems.
* Understanding of safeguarding and sensitive issue handling.
What We Can Offer
* £24,000 annual salary
* 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
* A day off for your birthday.
* Healthcare Cash Plan
* Benefits Platform
* Life Assurance
* Discount Vouchers
* Flexible working opportunities to suit personal needs
* Opportunities to take part in charitable events
* Access to a wellbeing portal and Employee Assistance Programme (EAP)
Our client is committed to creating an inclusive and diverse workplace. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.
Please note that this position requires a DBS check as part of safeguarding and safety of clients and staff. The successful candidate will undergo a DBS check before commencing employment.
If you have the experience and desire to work for a well-respected organisation offering personal and professional development, you could be a perfect fit for the team.
Adecco is an employment consultancy. We value diverse backgrounds and strive to create an inclusive environment that helps everyone thrive.
To apply, submit your application today!
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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