Client Support Agent

*Please be aware although we are a remote organisation we do require candidates to reside in the UK.*

Salary: £30,500 per annum

Work-pattern: Full-Time (Monday-Friday (9am-5.30pm)

Reporting to: Team Lead

Fully remote working

#LI-Remote

About us

Our team at ProblemShared is growing, we are on a mission to provide exceptional care, and we have opportunities available to join our supportive and collaborative team. We truly believe that you can do the best work of your career with us and have meaningful impact on the patients we support. We combine People, Data and Technology, we empower individuals to take the next step in their mental health or neurodevelopmental journey.

The digital healthcare landscape is exciting and ever changing. We have a depth of knowledge in our own team; working at the forefront of change you will be surrounded by talented and supported colleagues and leaders. Striving for excellence and best in class clinical service is at the heart of our team where learning and CPD is integral. Our community of experts have created an environment of knowledge sharing and we have access to the key voices in the world of neurodevelopmental excellence.

ProblemShared has created strong partnerships servicing several NHS, university, and insurer contracts to deliver high quality ADHD and Autism assessments as well as assessments for learning differences. We offer wrap-around care in the form of psychoeducation, prescribing, educational navigation, and therapy sessions all under one roof.  

About the role

In this dynamic, fast‑paced role, you’ll be the first point of contact through inbound and outbound phone calls, emails and live chat for our clients; and handle a high volume of enquiries with confidence, care and respect. So we’re looking for someone with a strong track record in customer service—someone who genuinely loves helping people, stays composed under pressure, and consistently puts the patient experience at the centre of every interaction.

You will

• Resolve queries as efficiently as possible in line with relevant KPIs, following escalation processes as needed

• Develop a comprehensive understanding of the ProblemShared platform, internal processes, and systems to help support clients across their entire ProblemShared journey, including pre-enrolment

• Provide ad-hoc support to our community of practitioners that fulfil our Talk Therapy pathway

• Collaborate with the Operations Team to reduce bottlenecks in the client journey and foster a self-serve culture by identifying process and resource gaps (internal and external)
  

What we are looking for

Must haves

• Proven experience in a client/customer support role using phone (inbound and outbound) and email as the primary communication method

• Ability to handle challenging calls in a calm and professional manner

• Dealing with high volumes of inbound queries in like with Key Performance Indicators (KPIs)

• Professional, friendly, and informative communication style (both verbal and written)

• Excellent computer skills and the ability to learn new software quickly

• Strong organisational skills and ability to work cross-functionally

• Self-motivated and comfortable with remote working Desirable:

• Previous experience in a start-up/scale-up (within HealthTech is a bonus)

• Previous experience working with Neurodiverse people, especially in a client/customer facing role

• Previous experience with Zendesk or similar communication platform

What we offer you

• Excellent salary

• A reward package that recognises contribution, performance and impact

• Company Pension Scheme

• 30 days annual leave + public holidays + the option to buy and sell additional leave, & extended leave options such as sabbatical leave

• Private health insurance

• Blue Light card / discounts

• Enhanced family friendly policies

• Flexible working

• All company events and in-person team meet ups

• Access to a range of wellbeing activities

• Access to development / training opportunities to support your career ambition

• One volunteering day per year

Our Recruitment Process and Next Steps

At ProblemShared, we see beyond just your CV. We're genuinely excited about who you are, your potential, and the unique qualities you bring to our team. We also recognise that life outside of work is important, which is why we prioritise being a flexible employer.

We're proud to be an equal opportunity and Disability Confident Committed employer and celebrate diversity and are ambitious in creating a recruitment process that allows everyone to shine and showcase their unique qualities. We offer tailored opportunities and adjustments to help each individual reach their full potential.

It's as easy as 1-2-3!

• Step 1 - Screening call

• Step 2 - Interview

• Step 3 - Offer